Messaging triggers enhancements

Release notes through 2025-5-2

Chat and messaging
New:

Messaging triggers enhancements

• Adding suspend user as an action. Customers can now run messaging triggers as an action, allowing users to be suspended in real time during a messaging conversation. See Messaging triggers conditions and actions reference.
• Historical reporting for OCR queues for email and messaging channels

As more customers enable omnichannel queues, visibility into how this configuration improves routing efficiency is essential. Therefore, we introduced the following metrics to address the queue performance dataset. See a demo.

Queue wait time (Seconds).
Inbound and outbound ticket volumes.
Tickets transferred in and out of a queue.
New tickets entering into the queue.

• Omnichannel engagements dataset and refreshed agent productivity dashboards (Demo). With the Omnichannel Engagements data set, we enabled supervisors or operations managers to:
  View interaction “legs” (Engagements) across channels and agents within a ticket’s lifecycle.
  Monitor agent performance via the updated Agent Productivity dashboards
  OCR customers - Omnichannel: Agent productivity with unified states and custom state, and activity
  Non-OCR customers - Omnichannel: Agent Productivity

AI agents and knowledge
Fixed:
AI Agents and Knowledge Insights

• Remediated an edge case where some advanced autoreply automated resolutions were duplicated.

App Marketplace
New:

• Panic Button (Support) (paid)
  Panic Button is a lightweight and powerful tool that instantly empowers agents to escalate urgent tickets across your Zendesk environment. With a simple, color-coded button added to the ticket sidebar, your team gains the visibility and responsiveness needed to deliver fast, coordinated support when it matters most. Give your team access to one-click ticket escalation to selected groups or all agents, and color-based visual indicators based on trigger status and permissions.
• JSON XML LOG Viewer (Support) (paid)
  JSON XML LOG Viewer allows support agents to view JSON, XML, LOG, and TXT attachments directly within tickets, eliminating the need to download files before opening them. The app supports syntax highlighting for better readability for agents.