New public API for CSAT results

Guide and machine learning
New

• We've released a new public API for CSAT results.
• Content writers can now share media files via a new Shared with all tab in the Guide media library. This enhancement facilitates a more collaborative and efficient content creation workflow within your help center.

Zendesk WFM
New
You can now export to CSV on the Agent Attendance page. Details in the agent attendance article and the announcement.

• We’ve refined the logic for the 'Any' and 'All' conditions in workstreams to enhance the overall user experience. This update aims to improve clarity and ensure more predictable results when setting up your workstreams. The logic is now:
• Includes in Meet ALL: All specified values must be present.
• Not Includes in Meet ALL: All specified values must be absent.
• Includes in Meet ANY: At least one specified value must be present.
• Not Includes in Meet ANY: At least one specified value must be absent.

App Marketplace
New

• AI MPLOYEE Support Assistant (Support)
• MPLOYEE helps your agents create replies to tickets, using its AI solution that is specifically tailored for customer support needs. Easily add a suggested reply to the ticket, or regenerate a new one with a single click.
• Emporix Connect for Support (Support)
• Emporix Connect for Support integrates order information directly into the ticket view, so support agents can view items like ordered products, shipping/billing addresses, and order status and date. With this integration, there’s no need to switch between systems. Agents get everything they need in one place, allowing faster, more accurate responses that boost customer satisfaction.
• Iframe Plus Max (Support) (paid)
• Iframe Plus Max is a helpful support tool that can dynamically populate a different Iframe in multiple locations within Zendesk, each with a unique endpoint and parameters if needed. You can use the same or different iFrames for the following locations.
• Clara AI ChatGPT (Support)
• Clara AI ChatGPT is a cutting-edge AI assistant that revolutionizes customer support for Zendesk users. Powered by OpenAI's advanced language models, Clara helps agents create professional, fast replies while continuously learning and improving. Quickly draft professional, context-aware responses to customer inquiries.
• Shopify Abandoned Cart (Support)
• Shopify Abandoned Cart automatically creates tickets when customers abandon their Shopify carts. Optimize conversion opportunities by sending automated notifications to Zendesk agents at the most effective times. Track abandoned carts to analyze shopping patterns and reasons for cart abandonment. Recover lost sales by actively engaging customers who leave items in their carts.
• Smart Tribune (Support)
• Smart Tribune allows you to access your business knowledge base without leaving your Zendesk environment. Instantly access your knowledge base to obtain answers to the most frequently asked questions, the correct procedures to handle your requests, and the proper guides to carry out a diagnosis. The app automatically detects your search intent and sees beyond typos so you can search for your information the way you type.