Fixed a bug where the inbound sound briefly played

Release notes through 2025-1-10

Support
New:
The App Builder closed EAP is now live! This feature introduces a no-code, AI-powered way for admins to create Zendesk apps even if they don’t have technical expertise. While this feature is currently only available to a small cohort of customers, we are working hard towards a larger release in the next few months. Please register your interest by filling out our waitlist intake form here. Note that the Advanced AI SKU is a pre-requisite for App Builder.

Talk
Fixed:
Fixed a bug where the inbound sound briefly played when making outbound calls.

Advanced AI
New:
The similar tickets and merging suggestions features are now segmented by brand. This means an agent will see similar tickets and merging suggestions only for tickets in the same brand as the base ticket the agent is working on.

AI agents and knowledge
Fixed:
CSAT: UI updates for messaging channels to increase response rate

App Marketplace
New:
- Palmer (Theme)
Palmer is a custom Zendesk theme that includes additional features like side navigation, prev/next buttons, and categories with icons on the homepage.

- Snooze (Support)
Snooze lets you snooze your tickets for a custom duration and allows the app to handle the reminders. Choose a personalized time duration for snoozing tickets, tailored to your specific needs. Whether it's a short break or an extended research period, Snooze APP has you covered. Receive email reminders when your snooze duration is up, ensuring you never miss a beat and can return to handling your tickets promptly.

- LaPlante Self-Service Portal (Support)
LaPlante Self-Service Portal lets you manage your Zendesk subscription easily as a LaPlante customer. Easily view all your Zendesk billing information—no digging required. Request user additions, account upgrades, or downgrades—all self-service. Reach out to the LaPlante support team via chat and get faster response times.

• KiteSuite (Support)
  KiteSuite is a robust and user-friendly productivity platform that empowers teams to organize their work efficiently and accomplish their goals with ease. By integrating seamlessly with Zendesk, KiteSuite enables your support team to manage tickets and items effortlessly, fostering better collaboration and driving productivity to new heights. Effortlessly link multiple KiteSuite items to a Zendesk ticket, providing instant access to item statuses and IDs for quick and efficient tracking. Seamlessly transform your ticket details into KiteSuite items. Assign team members and set due dates—all without leaving Zendesk. Receive automatic updates whenever a ticket is connected to an item, ensuring real-time synchronization and seamless coordination across platforms.
• Engage Key (Support)
  Engage Key is a productivity-boosting app developed to empower support teams by recognizing and rewarding exceptional performance. The Engage Key app is designed to celebrate and track your support team’s success seamlessly. Recognize top-performing agents with features like 'Daily Achievers,' where you can spotlight team members who resolve the most tickets in a day. Monitor detailed agent performance through the comprehensive 'Agent Statistics' section, which provides insights into ticket resolution counts and individual contributions.
• Castor (Theme)
  Castor is a versatile, responsive, RTL-ready, easily customizable digital creative & portfolio Zendesk theme. It is designed with incredible attention to detail, flexibility, and performance.

- AI Classifier & Triage Agent (Support)
ExactTempo's AI Triage Agent streamlines how you classify tickets, freeing your support team to focus on what matters most—resolving customer issues faster and more effectively. Route tickets to the right expert instantly, identify critical issues before they escalate, manage growing ticket volumes without increasing headcount, reliably classify every ticket with accurate AI-driven classification, and more with the AI Triage Agent.

• Ticket times (Support)
  Ticket times helps you control and optimize agent productivity with a comprehensive time-tracking solution for Zendesk Support. Ticket Times provides real-time tracking of time spent on tickets by each agent, helping teams improve efficiency and resource allocation.

Products with no updates this week

• Mobile SDKs
• Explore
• Chat and messaging
• Admin Center
• Zendesk QA
• Zendesk WFM