{"id":46966,"date":"2023-02-12T07:49:54","date_gmt":"2023-02-12T07:49:54","guid":{"rendered":"https:\/\/targetintegration.com\/?p=46966"},"modified":"2023-03-31T12:13:49","modified_gmt":"2023-03-31T12:13:49","slug":"recent-zendesk-features-to-help-your-team-perform-exceptional-customer-service","status":"publish","type":"post","link":"https:\/\/targetintegration.com\/en_gb\/recent-zendesk-features-to-help-your-team-perform-exceptional-customer-service\/","title":{"rendered":"Recent Zendesk features to help your team perform exceptional customer service"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"46966\" class=\"elementor elementor-46966\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9d33e48 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9d33e48\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c9a75d4\" data-id=\"c9a75d4\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-af8e8af elementor-widget elementor-widget-text-editor\" data-id=\"af8e8af\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW184594157 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW184594157 BCX0\">When your service or product becomes even marginally successful, you will see an increase in feature requests, comments, and issue reports. This influx of communications may become overwhelming for you. To answer all of these client demands in one location, <\/span><span class=\"NormalTextRun SCXW184594157 BCX0\">specialized<\/span><span class=\"NormalTextRun SCXW184594157 BCX0\"> service desk solutions must be in place. Fortunately, Zendesk, the finest customer support software for small businesses, makes this process much simpler. This ticket system includes everything you need for a complete customer service setup.\u00a0<\/span><\/span><span class=\"EOP SCXW184594157 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-40de728 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"40de728\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-cb72624\" data-id=\"cb72624\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0289173 elementor-widget elementor-widget-image\" data-id=\"0289173\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"577\" src=\"https:\/\/targetintegration.com\/wp-content\/uploads\/\/2022\/08\/Recent-Zendesk-connections-to-help-your-team-perform-exceptional-customer-service-1-1024x577.png\" class=\"attachment-large size-large wp-image-46989\" alt=\"Customer Service\" srcset=\"https:\/\/targetintegration.com\/wp-content\/uploads\/2022\/08\/Recent-Zendesk-connections-to-help-your-team-perform-exceptional-customer-service-1-1024x577.png 1024w, https:\/\/targetintegration.com\/wp-content\/uploads\/2022\/08\/Recent-Zendesk-connections-to-help-your-team-perform-exceptional-customer-service-1-300x169.png 300w, https:\/\/targetintegration.com\/wp-content\/uploads\/2022\/08\/Recent-Zendesk-connections-to-help-your-team-perform-exceptional-customer-service-1-768x433.png 768w, https:\/\/targetintegration.com\/wp-content\/uploads\/2022\/08\/Recent-Zendesk-connections-to-help-your-team-perform-exceptional-customer-service-1-1536x865.png 1536w, https:\/\/targetintegration.com\/wp-content\/uploads\/2022\/08\/Recent-Zendesk-connections-to-help-your-team-perform-exceptional-customer-service-1.png 1640w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d33b185 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d33b185\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-dd2e439\" data-id=\"dd2e439\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-604c330 elementor-widget elementor-widget-text-editor\" data-id=\"604c330\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h2><b><span data-contrast=\"auto\">Here are the newest Zendesk capabilities outlined in this article to give better customer service.<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h2><h3><b><span data-contrast=\"auto\">For Customers<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h3><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><h4><b><span data-contrast=\"auto\">Slack Integration<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h4><\/li><\/ul><p><span data-contrast=\"auto\">The feedback release gives you a channel that allows your end users to operate from their daily authorized business tool while receiving direct help from Zendesk. It covers both internal and external use cases, providing your customers with a broader breadth of assistance.\u00a0<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Through a Slack handle, the new Slack connection enables direct collaboration between a user and a Zendesk agent. This release includes a single Slack handle that may be used for internal help desk support or to assist users\/partners in another Slack workplace.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><p>Know more at our upcoming\u00a0<a href=\"https:\/\/us06web.zoom.us\/webinar\/register\/WN_J37MmpSCT4WV1xO460aqSQ\"><strong> webinar<\/strong>\u00a0<\/a><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><h4><b><span data-contrast=\"auto\">Android conversational mobile support app<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h4><\/li><\/ul><p><span data-contrast=\"auto\">The new experience will have a simplified user interface that makes seeing the ticket information and the dialogue simple. It will have two tabs: one for seeing answers, emails, or messages in a conversational format, and another for accessing ticket characteristics like as tags, assignees, and custom fields.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">This version will include providing Zendesk messaging within the app. The mobile app will allow you to monitor and manage all of your chats from multiple messaging platforms.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><h4><b><span data-contrast=\"auto\">Flow builder<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h4><\/li><\/ul><p><span data-contrast=\"auto\">A conversation flow is a series of stages that you construct and define in Flow Builder or that are part of the out-of-the-box behaviour. Each step is a message that the bot can display to your consumer during a conversation.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><h3><b><span data-contrast=\"auto\">For Support teams<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h3><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><h4><b><span data-contrast=\"auto\">Automated triages<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h4><\/li><\/ul><p><span data-contrast=\"auto\">Without the assistance of agents or administrators, automated triage employs artificial intelligence (AI) to augment your tickets with useful information. AI is specifically used in automated triage to forecast the intent and language for new problems.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Automated triage uses the Zendesk ticket data to forecast purpose and language, which you can then use to set up views for teams, automate using triggers or automation, and enhance Explore reports.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><h4><b><span data-contrast=\"auto\">Smart Assist panel<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h4><\/li><\/ul><p><span data-contrast=\"auto\">When you activate automated triage, the Smart assist panel is added to tickets in the Zendesk Agent Workspace automatically. This panel displays the following information to agents:<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><ol><li><span data-contrast=\"auto\">The expected aim and wording of the ticket, provide agents with context regarding the ticket.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">Suggested macros that assist agents in providing rapid and efficient assistance to the requester by proposing replies depending on the ticket&#8217;s content.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li><\/ol><h3><b><span data-contrast=\"auto\">For business<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h3><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><h4><b><span data-contrast=\"auto\">Lookup relationship field<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h4><\/li><\/ul><p><span data-contrast=\"auto\">For tickets, users, and organizations, a new custom field type called Lookup relationship is being added. This new custom field type allows administrators to create custom associations between various Support objects that are exclusive to their company.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Lookup relationship fields may also be utilized in triggers and views. Admins can additionally specify which values can be included in the lookup relationship fields.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"9\" data-list-defn-props=\"{\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><h4><b><span data-contrast=\"auto\">Multiple SAML &amp; JWT SSO<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h4><\/li><\/ul><p><span data-contrast=\"auto\">Up to two active SAML and two active JSON Web Token (JWT) SSO setups can be assigned to distinct user collections. Each one will have its own remote login page.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><h4><b><span data-contrast=\"auto\">Sandbox deploy triggers<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h4><\/li><\/ul><p><span data-contrast=\"auto\">Sandboxes are great for experimenting with new ideas and assisting with change management. Creating a modification in a sandbox and then testing it ensured that you understood what would happen in your production Account without affecting consumers.\u00a0<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Deploy Triggers is a brand-new Premium Sandbox functionality that allows you to replicate Trigger settings from a Sandbox back into your production Account.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"11\" data-list-defn-props=\"{\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><h4><b><span data-contrast=\"auto\">Reporting and analytics enhancement<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h4><\/li><\/ul><p><span data-contrast=\"auto\">For the Messaging and Side Conversations data sets, two additional dashboards are now available: the historical agent status dashboard with unified agent state and gather.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><h3><b><span data-contrast=\"auto\">Learn more about Zendesk\u2019s latest updates and the new Conversational CRM<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h3><p><span data-contrast=\"auto\">Zendesk&#8217;s conversational CRM platform unifies front and back-office operations. This enables the front office to deliver assistance as well as a variety of sophisticated real-time data services centered on client involvement.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\"><span class=\"TextRun SCXW184048877 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW184048877 BCX0\">Conversational automation using bot technology is one of the new features, allowing organizations to extend automation to messaging apps such as Facebook Messenger and WhatsApp for providing exceptional customer service. It also allows businesses to create and train bespoke bots to handle common issues and leverage third-party data to match incoming consumer requests with the most appropriate replies<\/span><\/span><\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Utilizing AI is the only way to grow consumer connections and enterprises. A <a href=\"https:\/\/us06web.zoom.us\/webinar\/register\/WN_J37MmpSCT4WV1xO460aqSQ\"><strong>Conversational CRM<\/strong> <\/a>&#8211; Zendesk manages data from the inside out while putting discussions at the forefront. It is a fantastic experience for both consumers and staff. <a href=\"https:\/\/us06web.zoom.us\/webinar\/register\/WN_J37MmpSCT4WV1xO460aqSQ\"><strong>Join us<\/strong><\/a> in this free webinar and engage in conversation with experts from our business partner, <strong><a href=\"https:\/\/targetintegration.com\/en_gb\/products\/zendesk\/\">Zendesk.<\/a><\/strong><\/span><strong>\u00a0<\/strong><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-390278d elementor-widget elementor-widget-image\" data-id=\"390278d\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/us06web.zoom.us\/webinar\/register\/WN_J37MmpSCT4WV1xO460aqSQ\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1640\" height=\"557\" src=\"https:\/\/targetintegration.com\/wp-content\/uploads\/\/2022\/08\/Conversational-CRM-2.png\" class=\"attachment-full_hd size-full_hd wp-image-47367\" alt=\"\" srcset=\"https:\/\/targetintegration.com\/wp-content\/uploads\/2022\/08\/Conversational-CRM-2.png 1640w, https:\/\/targetintegration.com\/wp-content\/uploads\/2022\/08\/Conversational-CRM-2-300x102.png 300w, https:\/\/targetintegration.com\/wp-content\/uploads\/2022\/08\/Conversational-CRM-2-1024x348.png 1024w, https:\/\/targetintegration.com\/wp-content\/uploads\/2022\/08\/Conversational-CRM-2-768x261.png 768w, https:\/\/targetintegration.com\/wp-content\/uploads\/2022\/08\/Conversational-CRM-2-1536x522.png 1536w\" sizes=\"(max-width: 1640px) 100vw, 1640px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>When your service or product becomes even marginally successful, you will see an increase in feature requests, comments, and issue&#8230;<\/p>","protected":false},"author":4,"featured_media":46989,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[591],"tags":[574],"class_list":["post-46966","post","type-post","status-publish","has-post-thumbnail","hentry","category-zendesk","tag-zendesk"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Provide an exceptional customer service - New features in Zendesk<\/title>\n<meta name=\"description\" content=\"In this blog we have outline the newest Zendesk capabilities that allows you to give better customer service and stand apart from the rest.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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