The new dashboard builder for Explore is now generally available

Release notes through 2024-11-08

This week's release notes include:

• Explore
• Advanced AI
• App Marketplace
• Products with no updates this week

Explore
New:

• The new dashboard builder for Explore is now generally available. Don't worry; you have about 12 months to migrate your dashboards to the new builder. For details, see the announcement.
• Advanced AI

New:
Intelligent triage:

• Enhanced the overall experience of the intelligent triage area in Admin Center. The feature explanations are now clearer, making understanding the various use cases it addresses easier. Additionally, we have included a new area with valuable resources, such as quick access to the Intelligent triage report.
• Visualize deprecated intent: Now, you can visualize and filter by deprecated intents that can no longer be predicted in tickets.

App Marketplace
New:

• PCI PHI Call Redaction Transcription (Support) (paid)
• PCI PHI Call Redaction Transcription is a sophisticated, AI-assisted voice transcription engine that provides secure automatic redaction of all payment card information and personal health information (upon request) spoken in English from the Zendesk call recording held in a Zendesk Support ticket. Accurately remove payment card details and reduce liabilities associated with external and internal threats. Processed recordings appear like the original on the Zendesk Support ticket with full original call metadata. A highlighted comment indicates whether redactions were made, enabling distinct post-call workflows based on PCI detection and redaction via Zendesk event triggers.
• Automated Healthcheck (Support) (paid)
• Automated Healthcheck is your automated solution for maintaining a high-performing Zendesk instance. Healthcheck is a comprehensive monitoring solution that continuously analyzes your Zendesk configuration, providing real-time insights and actionable recommendations. It's like having a Zendesk expert constantly reviewing your instance to ensure optimal performance.
• CX Cards for Support (Support) (Sell)
• CX Cards for Support and Sell give you real-time CX insights directly within your Zendesk Sell/Support sidebar. Seamlessly trigger Email or SMS surveys at key stages of the sales or support cycles to gather real-time customer insights. These valuable touchpoints help you track customer sentiment, identify sales bottlenecks, and optimize your strategy for better outcomes. With CX Cards, you’ll stay connected to your prospects and clients, ensuring you never miss an opportunity to improve your sales interactions or enhance your service quality.
• Change Primary Email (Support)
• Change Primary Email detects your customer's email address and ensures your reply goes back to the right inbox. Your agents won’t need to adjust the Zendesk email configuration manually—Change Primary Email takes care of it, allowing your team to focus on solving customer problems, not managing emails. The app works automatically, updating email addresses without any manual input from your team.
• Qatalog (Support)
• Qatalog is an advanced AI-powered platform that enables organizations to manage, access, and securely share information across multiple sources within their digital ecosystem. Its primary feature is a unified search interface that allows users to ask questions in natural language, receiving real-time, relevant answers drawn from connected databases, applications, and documents. Qatalog integrates seamlessly with a wide range of tools like Zendesk, Google Drive, Microsoft 365, Confluence, Slack, and many more, enabling it to pull data from diverse sources. This functionality reduces time spent searching for information across different platforms, a common productivity drain in many companies.
• Moveo AI Virtual Agent (Messaging)
• Moveo AI Virtual Agent is a complete customer experience (CX) platform that brings Generative AI to the Enterprise. Create an AI virtual agent using Moveo AI's Generative AI technology and proprietary Large Language Models (LLMs) by simply uploading your data, e.g., knowledge base, website, and documents. Integrate Moveo AI Virtual Agents with Sunshine Conversations/Messaging to automatically create your own AI virtual agent to handle messages in Zendesk.