Live preview for unpublished articles in the article editor.

Release notes through 2024-11-15

Support
New:

• Admins can now bulk delete users from the suspended users list in customer lists in agent workspace.

AI agents and knowledge
New:

• Live preview for unpublished articles in the article editor. This new functionality can show how your article will appear in the help center before finalizing your changes, ensuring that your content is displayed correctly and meets your expectations.
  Fixed:
• Fixed an issue with broken links for some images in the help center.

App Marketplace
New:

• Campaign Cast (Support) (paid)
  Campaign Cast is a powerful tool designed to streamline and automate handling bulk tickets and enhancing customer outreach efforts. This app allows agents to efficiently manage large volumes of tickets by enabling the upload of bulk data in CSV format. With the Campaign Cast app, agents can create CSV files containing crucial client information such as names, emails, and custom details. Upon upload, this data is automatically integrated and saved within the respective tickets, ensuring seamless data management.
• My AskAI for Support (Support)
  My AskAI for Support is the easy-to-setup and affordable AI customer support agent for Zendesk. Available 24/7 to answer your customers’ questions, trained exclusively on all your help docs, it knows everything about your business. Save your company time and money, and allow your CS team to spend more time on customer success, complex queries, and higher-value customers.
• Advanced Media Player (Support)
• Advanced Media Player is an app for Zendesk Support that allows your agents to listen to audio attachments or view video attachments without downloading them. The app is compatible with Whatsapp audio and video formats (.ogg and .3gpp).
• SEIF Self Service Portal (Support)
• SEIF Self-Service Portal allows SEIF customers to view all of their Zendesk billing information easily and request user additions, account upgrades, or downgrades, all via a self-service interface in the form of an app. You can even chat with the SEIF support team for faster response times.
• NoteFlow (Support) (paid)
  NoteFlow is a powerful tool that enhances Zendesk’s internal note feature with additional, helpful capabilities. With NoteFlow, you get features like the ability to work on public replies and internal notes simultaneously, tag a follower (add a collaborator), add attachments to your private notes, and more. Maximize your Zendesk experience by giving your agents the tools they need to organize better, collaborate, and manage internal notes with ease.
• GoDeskless Field Service Management (Support)
  GoDeskless Field Service Management provides a single pane of glass inside of Zendesk for managing your entire workforce, from scheduling appointments to tracking assets in the field to dispatching technicians to tracking time and expenses. It includes various features that help deskless workers stay connected with customers, such as live chat, video calling, and mobile messaging.

Mobile SDKs
Zendesk Android SDK v2.26.1
Fixed:
The conversation header in the single-conversation experience now correctly displays the channel title instead of the conversation start date. As intended, the conversation start date will only be shown in the header for the multi-conversation experience.