Agents and end users can drag-and-drop files into messaging conversations, adding them as attachments.
Customers can now select a circle or square shaped messaging launcher shape for the messaging Web Widget.
Zendesk Agent Workspace
You can resize the context panel in the Zendesk Agent Workspace. Changing the width of the context panel gives you a better view of customer context, sidebar apps, or Knowledge articles.
Customers with eligible sales-assisted accounts now have an improved buying experience for adding agent seats. Account owners and billing admins can instantly buy additional agent seats seamlessly in-product when they add users that require a paid seat.
Configuration settings for the context panel have moved to Admin Centre. Previously, the settings were only available in Support > Admin. Use these settings to configure Knowledge in the context panel.
The Zendesk Suite trial wizard includes a new Apps and integrations section. During the trial, you can learn how to use Marketplace apps and integrations to extend Zendesk capabilities and work seamlessly with other business tools
You can now use the Unified Search endpoint to search for knowledge base articles, community posts, and external records, instead of using one endpoint to search articles and another to search community posts.