Check out what's new in the last month:

• Support
• Messaging
• Guide
• Talk
• Admin Center
• Zendesk Suite
• Developers
• Integrations

Also don't miss:

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

Support

• New trigger conditions and actions are available,扩大触发器能做什么。现在您可以设置triggers to fire if the requester is a light agent, if the ticket has attachments, or if anyone is CC’d. Additionally, trigger actions can now update text and numeric custom fields. SeeTrigger conditions and actions reference.
• You can edit tables directly in the Agent Workspace composerinstead of returning to a separate application to do the work. Changes you can make include updating content, adding or deleting rows and columns, and merging or splitting cells. SeeEditing tables in the composer.

  

• You can now sort your list of customers on the Customers pageby name and last updated date. The new Last updated column replaces the previous Created at column. SeeAbout the Customers (end users page).
• You can now export your list of suspended tickets to a CSV file.Exporting the suspended ticket list lets you use your own spreadsheet software to sort, filter, and view all your suspended tickets on a single page. SeeUsing export to analyze suspended tickets.

Messaging

• Two new messaging bot step typesare available:
  
  
  • Ask if question resolvedprovides a way to capture end user data to measure how well each answer is performing, and indicates which answers can be refined and optimized.
  • Ask for detailsuses custom ticket fields tocapture customer data such as name, email, and any other information that can help direct the rest of the conversation.

  SeeUnderstanding the bot step types.

• Authenticated messaging end-user IDs are displayedin the user's profile in Agent Workspace.Once they have been authenticated and their identity has been verified with Zendesk, the end user will not be prompted to provide their name or email address by the messaging bot inthe default messaging response.

  

• You can now clone and delete your messaging bots. Using the new options menu on the Bots page in Admin Center makes bot creation and management easier. SeeCloning a botandDeleting a bot.

Guide

• You can now create content blocks from outside the article editor.Prior to this release, you could only create content blocks from within an article. Now you can create content blocks using the Add menu in your help center or Guide admin. SeeCreating and inserting reusable information with content blocks.
  
  
  

Talk

• You can no longer send outbound text messages to recipients in Russia. For more information about available text numbers, seeZendesk Text number availability and pricing.

Admin Center

• The new team members page makes it easier to manage your teamwith new filtering, sorting, and license seat information. It also sets the foundation for future features such as bulk team management (group membership, product access, and roles), import and export of team member data, advanced filtering, and improved integrations. SeeAbout the Team members page.

  

• You can now see the number of agent seats you have remainingin your account on the team members page. This count provides you with advance warning when you're about to run out of licenses and need to buy more. SeeMonitoring your agent seat count.

  Seats remaining, Zendesk Suite	Seats remaining, multiple products

• You can now grant permission to manage SLAs to custom roles separatelyfrom other business rules.This is part of an ongoing effort to offer more granular control of business rules management. SLAs now join triggers and automations as a standalone business rules permission for custom roles.SeeCreating custom roles and assigning agents.
• We've added a Filter buttonto your views. The button enables you to add additional filters to an existing view to narrow your list of tickets without creating a brand new view. SeeManaging your views.
  

Zendesk Suite

• For eligible accounts, you can upgrade your account to a higher-level plan and try it outbefore purchasing. Thistest-driveenables you to work with additional features in a higher plan before making a final decision to purchase. SeeTrying out a plan upgrade.

  

• You can now compare plans as part of a Zendesk Suite trial. This enables you to find the best plan to meet your needs well before you decide to purchase. SeeIntroducing Zendesk Suite trial tasks.

  

• Customers with expired trials will see a new resources pagewith lots of information to help make a buying decision. You can compare plans, talk to a Zendesk representative, review demos and customer success stories, and more. SeeBuying Zendesk Suite with a trial.

  

Developers

• General API introductory materialnow resides at the top level of the API Reference page, making it easier to find and use. Previously, this information was under the Support (Ticketing) API.See theAPI reference introduction.

Integrations

• Zendesk'snew Zoom integrations允许你更快地解决客户咨询,如果mplify workflows, and deliver more personalized service.SeeZoom for Zendesk.
  The new Zoom integration consists of two parts:
  
  • A new app within Zoom’s app framework, which shows the full customer context within Zoom and allows agents to create and update tickets within Zoom Meetings
  • A new app within Zendesk, that allows agents to schedule and launch Zoom meetings from Support.