This article provides a roundup of the new features released in Zendesk over the last few months. To learn more about these features, register for theWhat's New webinar.
Zendesk Support features
- Contact options in the web widgetgives customers the option to either leave a message or live chat with an agent. See theWeb Widget APIin our developer documentation.
- Zendesk kit for Fabricallows you to use Zendesk and Fabric together to build personalized customer support and self-service into your mobile app. SeeUsing the Support SDK with Fabric.
- Pathfinder for mobile app显示文章客户has read and searches made when looking for support in your mobile app. SeePathfinderin the Zendesk Apps Marketplace.
- Link problem and incident tickets in your mobile apps, so you can view linked tickets, or link an incident to a problem all from your mobile app. SeeWorking with problem and incident tickets.
- Update to mobile app viewsmakes it easy to access your most frequently used views by configuring what views appear in the view selector. SeeConfiguring views.
Zendesk Chat features
- Custom Chat rolesallows you to create unique roles and permissions for individual agents and groups. SeeCreating roles and assigning permissions.
- Skills-based Routingassigns chats to your agents based on their specific skills and capabilities. SeeRouting chats based on agent skills.
- Conversion Trackingmeasures how effectively chats are influencing your conversions and sets business goals. SeeMeasuring business goals with conversion tracking.
- Zendesk Messagehelps you engage with customers on your different messaging app. SeeGetting started with Message.
Zendesk Talk features
- Priority numbersmoves calls from VIP customers to the head of the call queue. SeeSetting number priority.
- Outbound Caller IDallows you to select the numbers your customers see when you place an outbound call. SeeAdding an external number for outbound calls.
Zendesk Guide features
- Answer Botuses machine learning to answer support tickets with potentially relevant knowledge base articles from your knowledge base. SeeAnswer Bot resources.
- User segmentsmakes it easy to restrict access to your knowledge base or community topics through creating custom agent or end-user segments based on tags, organizations, or groups. SeeCreating user segments to restrict Help Center access.
- Drag and drop images into articles, so you can easily insert images from your local file system to Guide's article editor. SeeInserting images in articles.
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