What’s New in Zendesk? July 22

A number of new features and functionality have been rolled out in the last month. Here’s a quick round up of what’s new for July...

Zendesk Support updates

• Simplified email threading provides a more conversational experience for your end users and agents in email applications.
• Ticket views include an updated interface for managing tickets in bulk. 
• New instructions on how to set up a sales CRM in your account are available in the Zendesk Suite trial task wizard. 

Zendesk Guide updates

• The search crawler lets you implement Federated Search in your help centre without the use of developer resources.
• When users perform a search, relevant external content discovered by the crawler is ranked and presented on the search results page. 

Zendesk Admin Centre updates

• Zendesk now scans file attachments on tickets for malware in Support and Zendesk Suite. 
• A custom agent role can now include permissions to manage only automations instead of all business rules. 
• Zendesk will alert you when you’re adding team members and you use the last seat in your self-service account. 

Zendesk Messaging updates

• Web Widget now supports custom launchers within the messaging experience. 

Zendesk Integrations updates

• You can now create Support tickets directly in a Slack Connect channel.