What's new in Zendesk: December 2024

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Check out what's new in the last month:

• Support
• AI agents (Ultimate)
• Objects and rules
• Integrations
• Explore
• Zendesk QA
• Zendesk WFM
• AI agents (Zendesk)
• New and notable

Also don't miss:

• Zendesk early access programs

Support

• You can use Department Spaces to restrict agents to manage only tickets associated with their assigned brands, if you support multiple brands. This ensures focused support, enhances data privacy, and promotes specialized product knowledge. See Restricting agent ticket access by brand.

• You can now configure side conversation child ticket settings. These new settings offer more flexibility and control over your child ticket workflows. See Configuring side conversation child ticket settings.

  

• You can use roles as a condition for applying contextual workspaces. You can define conditions based on standard roles (such as agent, admin, or light agent) and custom roles (such as advisor or guided mode agent) that are based on custom-defined permissions. See Setting workspace conditions.

  

• The intelligent triage admin experience has been enhanced with a lightly refreshed UI and the ability to view deactivated intents. The feature explanations on the Admin Center pages are clearer, and the pages also include links to relevant resources. Additionally, the list of intents now shows deactivated intents that will no longer be predicted on tickets. See Automatically detecting customer intent, language, and sentiment and Viewing and managing intelligent triage predictions.

  

• You can now redact all redaction suggestions from an entire ticket at once. This feature is designed to save you time and streamline your workflows, making it easier to maintain compliance and protect your customers' privacy. See Automatically detecting sensitive information for redaction.

  

AI agents (Ultimate)

• You can now create zero-training AI agents on your own, without having to contact your account manager. This gives you greater flexibility to create AI agents for new channels and testing purposes. See Creating a zero-training AI agent.

  

Objects and rules

• Omnichannel routing now recognizes three priority levels for optional skills. Rather than dropping all optional skills after a skills timeout occurs, only the lowest-priority optional skills are dropped from consideration. On each subsequent timeout, the next lowest priority skills are dropped until only the required skills remain. See Adding and managing skills on tickets.

  

• Omnichannel routing can now order tickets for assignment by time to SLA breach rather than priority and eligibility timestamp. By prioritizing tickets nearing or past SLA breaches, you can align omnichannel routing with your service agreements and goals. See Understanding how omnichannel routing uses queues to route work to agents.

• Custom objects now support autonumbering and enforced uniqueness for record names. Whether you want agents to manually enter unique names for custom object records or have unique names automatically generated in a user-specified format for a custom object's records, both allow you to rely on the record name as a unique identifier. See Creating custom objects to integrate with custom data.

• Users can now be prompted to select custom object records related to their tickets when submitting a request. Ticket lookup relationship fields that point to custom objects can be made visible to end users, which can increase the efficiency with which agents can resolve their tickets. See Workflow recipe: Building a product catalog with custom objects for customers to use.

Integrations

• A new version of the public Facebook channel is available. This version supports additional Facebook Pages, removes limitations, reduces latency, and improves stability. See Setting up your public Facebook channel to learn how to migrate.

Explore

The new Explore dashboard builder is now available. The new dashboard builder provides intuitive tools and gives you more control over your dashboard layouts. Don't worry; you can continue to create dashboards in the legacy dashboard builder until Q4 2025. See Migrating legacy Explore dashboards to the new dashboard builder to get started.

Zendesk QA

• New View settings toggle in Zendesk QA dashboards. You can now use the View menu in the top right corner of your Zendesk QA dashboards to select which cards to display or hide. See Accessing and viewing the Reviews dashboard in Zendesk QA.

  

Zendesk WFM

• New Utilization metric in Zendesk WFM. The new utilization metric provides critical insights into how effectively your team uses their time. It shows the percentage of paid hours that agents are logged in and either assisting customers or available to assist customers. See WFM custom report metrics.

• Bulk edit shift start and end times in Zendesk WFM. Managers can now adjust the start and end times of multiple shifts in a single action. This includes changing shifts to start an hour later or on a different day. See Editing your WFM schedule for multiple agents.

  

AI agents (Zendesk)

• Migration from Answer Bot resolutions and Zendesk MAUs to automated resolutions is complete. All legacy accounts have been migrated to the new automated resolutions pricing model. See Changes for Answer Bot resolution and MAU users.

New and notable

• Complex many-to-many relationships are now possible in Zendesk using custom objects with autonumbering and lookup relationship fields. See Creating many-to-many relationships in Zendesk using custom objects.