Check out what's new in the last month:

• Security
• 支持
• People
• Messaging and bots
• Guide
• Sell
• New and notable resources

Also don't miss:

• Zendesk early access programs
• What's New quarterly webinar

Security

• You can now specify the email address where you’d like to receive notification of a confirmed security incidentthat has impacted your Service Data. SeeDesignating an email address to receive required security notifications.
• The Status API has new endpointsthat reduce the number of requests required to identify incidents affecting your account and also enable you to check for maintenance incidents as well. These new endpoints will replace the original Status API endpoints later this year. SeeAnnouncing the deprecation and replacement of the Status API endpoints.

支持

• The information that appears in ticket tabs has been updatedin the Zendesk Agent Workspace to help you better manage conversations for different channel types. The tabs for email and ended chat tickets now show the ticket subject and ID, instead of the requester name and last message. SeeUsing ticket tabs to manage conversations.
  

  电子邮件和聊天结束	Active chats and messaging

• A new ticket merge warning message如果出现mismatch across organization, brand, or requester fields is detected. This message allows agents to reassess the ticket merge and can help prevent accidental merges from taking place. SeeMerging tickets.
  

  

People

• You can now generate team-member data exportsfrom the Team members page.The data is exported into a CSV file that contains information such as team members’ primary email addresses, the date their profiles were created, product roles, and more. SeeExporting team-member data.

Messaging and bots

• Proactive messages are now available for Web Widget and mobile channels. With proactive messaging, you can deliver targeted messages to your customers through your Web Widget or mobile app, without waiting for the customer to start the conversation. SeeAbout proactive messaging.

  

• Newmessaging metadata variablesare availablefor use in your answer flows. The new variables usethe signed JSON Web Tokens (JWTs) used for messaging authentication to get information about a customer's identity and authentication status. A messaging bot can use the variables to customize its responses or branch a conversation's flow. SeeUsing authentication metadata in a bot answer.
• The ticket event log now includes "offered to" events for messaging tickets offered via omnichannel routing.When omnichannel routing offers a messaging ticket to an agent, this is logged as a ticket event. If the agent accepts the messaging ticket, the ticket status changes to Open. If the agent doesn't accept, the messaging ticket is offered to another agent with eligible status and spare capacity, and this second "offered to" event is also logged. SeeViewing all ticket events for ticket updates.

  

Guide

• You can now search and filter on images in the account level gallery for content blocks.The account level gallery contains images used in the content block you are working in, as well as all images you've uploaded to any content block in your account. To make it easier to search and filter on images, you can use the new search and filter fields to:
  • Search for images by title
  • Filter images by the date they were added to the gallery or updated
    
    

Admin Center

• Webhooks now support custom headers and API key authentication.In addition to the new authentication method, you can add up to five custom headers to a webhook. Custom headers enable Zendesk webhooks to integrate with systems and services that have unique header requirements. SeeCreating webhooks to interact with third-party systems.

Sell

• Improved readability and accessibility for the Lead Capture form.The updated design also means the new URL for hosted forms is based on your Zendesk subdomain. SeeSetting up and publishing a Lead Capture form.
• Star and view messages in thread view on contact, deal, and lead cards.Sales reps can better manage important messages and enhance their message view by grouping them by threads. SeeManaging your Sell email phone calls, and text messages.

New and notable resources

• Migration guide for messaging API connections.2023年5月31日开始,你可以只使用API connections to authenticate REST API calls from a messaging bot.This article walks you through the process of updating your bots to use API connections. SeeUpdating messaging bots to use secure API connections for API calls.