added roles as a condition for configuring Contextual Workspaces

Release notes through 2024-11-22

Support
New

• We've added roles as a condition for configuring Contextual Workspaces
• We've updated the process to create custom ticket statuses, allowing administrators to select which forms new statuses will be populated on

Fixed

• Side conversation replies now correctly create follow-up tickets from closed tickets assigned to deleted groups.

Zendesk WFM
New

• Integration with unified agent status has been enabled for the first customers that will participate in the closed early access. This integration core value is the calculation of adherence based on unified status, activity, and agents' idle time.
• The new utilization metric displays the percentage of time you pay agents when they are logged in and assisting or available to help customers. This WFM core metric is now available for customers to use on historical reporting.

Fixed

• Misaligned columns in reports export: WFM was misinterpreting the commas needed to export the CSV files with the correct number of columns.
• Duplication of deliveries of scheduled reports was fixed
• "This item doesn't work" showing for custom fields grouping whose name contains "." was fixed.

App Marketplace

New
Zazen 128 (Theme)

• Zazen 128 ensures that your customers can find the help they need quickly and easily. The theme is ideal for showcasing articles, documentation, tutorials, FAQs, and updates while seamlessly integrating standard Zendesk features like ticket forms, user profiles, and knowledge base articles. Zazen 128 adapts to your needs, fostering a supportive environment that keeps your users informed and satisfied.

Fixo 128 (Theme)

• Fixo 128 is a professional and versatile Zendesk theme built for effortless customization and branding. With an extensive array of built-in settings, customizable blocks, and call-to-action elements, it adapts to your needs without requiring any coding. Its flexible homepage lets you toggle sections on or off, enabling you to create a visually stunning and customer-friendly help center easily.

SmartConnect Cisco Contact Centre (Support)

• SmartConnect Cisco Contact Centre seamlessly integrates Cisco Contact Center with Zendesk’s customer service platform, offering a unified experience for agents and customers alike. With this integration, agents can manage inbound and outbound calls directly within Zendesk, access real-time customer information, and streamline workflows. This results in reduced handling time, improved customer satisfaction, and higher productivity.

Mattox (Theme)

• Mattox is a custom Zendesk theme with additional features like side navigation, prev/next buttons, and categories with icons on the homepage.

Native PDF Viewer & Extractor (Support) (paid)

• Native PDF Viewer & Extractor allows support agents to view PDF attachments directly within tickets, eliminating the need to download files before opening. If the PDF contains extractable text, agents can easily add it to an internal note, streamlining their workflow and enhancing efficiency.

Bamboo HR Integration by Adelante (Support) (paid)

• Bamboo HR Integration by Adelante brings your BambooHR employee data into Zendesk. Now, you can view employee details and take actions in BambooHR without ever leaving the Zendesk ticket. Perform actions in BambooHR, such as updating records or adding notes, without leaving Zendesk. You can even configure which employee data fields from BambooHR are displayed in Zendesk.

HiBob HRIS Integration by Adelante (Support) (paid)
HiBob HRIS Integration by Adelante brings your HiBob employee data into Zendesk. Now you can view employee details and take actions in HiBob without ever leaving the Zendesk ticket. Perform actions in HiBob, such as updating records or adding notes, without leaving Zendesk. You can even configure which employee data fields from BambooHR are displayed in Zendesk.

Workday HRIS Integration by Adelante (Support) (paid)

• Workday HRIS Integration by Adelante brings your Workday employee data right into Zendesk. Now you can view employee details and take actions in Workday without ever leaving the Zendesk ticket. Perform actions in Workday, such as updating records or adding notes, without leaving Zendesk. You can even configure which employee data fields from Workday are displayed in Zendesk.

Deel HRIS Integration by Adelante (Support) (paid)

• Deel HRIS Integration by Adelante brings your Deel employee data right into Zendesk. Now you can view employee details and take actions in Deel without ever leaving the Zendesk ticket. Perform actions in Deel, such as updating records or adding notes, without leaving Zendesk. You can even configure which employee data fields from Deel are displayed in Zendesk.

Spike (Support)

• Spike is an incident response platform that keeps engineering and operations teams on top of critical issues with real-time alerts, on-call scheduling, and status updates. The new Spike for Zendesk app bridges the gap between customer support and incident response, making it easier for support and operations teams to stay aligned, share context, and manage incidents effectively—all from within Zendesk. Trigger new incidents for urgent tickets and alert on-call team members immediately, keeping everyone aligned without switching platforms. Connect existing incidents to Zendesk tickets to ensure visibility and avoid duplicate work. Sync incident status in real-time. When an incident is “Acknowledged” or “ Resolved” in Spike, those updates are automatically displayed on the Zendesk ticket.

SmartConnect Webex Contact Centre (Support)

• SmartConnect Webext Contact Centre seamlessly integrates Webex Contact Center with Zendesk’s customer service platform, offering a unified experience for agents and customers alike. With this integration, agents can manage inbound and outbound calls directly within Zendesk, access customer information in real-time, and streamline workflows. This results in reduced handling time, improved customer satisfaction, and higher productivity.