Release Notes | Zendesk Connector

Talkdesk Zendesk Connector™ allows you to integrate your Talkdesk and Zendesk instances. For more information, visit our documentation.

Release Notes prior to the last listed date can be found here (login required).

 

January 30, 2023

On Monday, January 30th, 2023, we will release Talkdesk Zendesk Connector™.

 

What’s included

The release includes the following main capabilities:

  • Single UI: Talkdesk is embedded with Zendesk on a single user interface, allowing agents to use Zendesk as a single pane of glass.

 

In order to start using Zendesk, please click here.

For more information, please visit the documentation on Talkdesk for Zendesk Connector.

 

August 31, 2022

On Wednesday, August 31st, 2022, we will release some enhancements for Talkdesk Zendesk Connector™.

New:

  • “Relate to” feature in a Conversations card: The “Relate to” ticket is now a custom card available in Workspace. It can be added to the call wrap-up tab in Conversations. It is also possible to choose if the Relate to card should be required to submit the call log.


For additional information, please visit our documentation on Talkdesk for Zendesk Connector.

 

February 16, 2022

On Wednesday, February 16th, 2022, we will release the following new features for Talkdesk Zendesk Connector:

 

New:

  • Now, the contact sync from Zendesk into Talkdesk will include all the phone numbers and all the email addresses of each contact.
  • This doesn’t include any phone numbers or email addresses that may be configured in custom fields on the Zendesk instance.

If Zendesk is already installed and the option Sync Contacts is already selected, no action is required.

In order to start using Zendesk, please click here.

For more information regarding contact synchronization from a CRM into Talkdesk, please check our Contact Sync FAQ.



Notes:

  • If you don’t update the contact on Zendesk, your synced contacts will not be updated with the new information. Updating a contact on Zendesk will solve the outdated situation.
  • From February 16th, the release date, new and newly updated contacts will be synced to Talkdesk with the normal process.

 

January 4, 2022

On Tuesday, January 4th, 2022, we will release new features for Talkdesk for Zendesk Connector™. These will be available in the new 3.0.6 version of Talkdesk for Zendesk Connector, to be published in the Zendesk Marketplace.

 

New:

  • “Relate To” feature in Conversations
  • “Relate To” Ticket: The “Relate To” feature enables agents to select existing tickets in Zendesk and relate them to a call. After an inbound or an outbound call ends, the agent will be able to choose from a dropdown list of existing tickets displayed in the Conversations tab “Relate To”.

Note: this feature was already implemented in Callbar, and now it’s also available in Conversations. A specific activation is required, so please reach out to Talkdesk Support or your CSM.

  • Regional Cloud Multi-region
  • Change region: On the Zendesk configuration side, you are able to insert the Talkdesk CTI URL according to your region (US or other).

Tip: the default region is US. If you wish to switch regions, reach out to the Talkdesk Support team.

 

For more information, please visit the documentation on Talkdesk for Zendesk Connector.

 

October 14, 2021

On Thursday, October 14th, 2021, Talkdesk® will release the below-described Relate To enhancements which will be available with the Callbar update also scheduled for that day. 

Enhancements:

  • Relate To Ticket
    • Shared Contacts: This enhancement enables the “Relate To” drop-down list, in the Callbar call summary window, to pull tickets from different users with a shared number to be shown to the agent.

For more information, please visit the documentation on Talkdesk for Zendesk.

 

September 6, 2021 

On Monday, September 6th, 2021, Talkdesk® will release the below-described feature enhancement, along with the new Talkdesk branding. 

The new branding will be available through the new version of Talkdesk for Zendesk being published to the Zendesk Marketplace, and the Relate To enhancement will be available with the Callbar update also scheduled for September 6th, 2021.

 

Enhancements:

  • Relate To Ticket
      • Show Ticket Id: The “Relate To” drop-down list, in the Callbar call summary window, now shows the tickets’ id, so that it’s easier for agents to distinguish tickets that might have a similar or the same short description.

 

For more information, please visit the documentation on Talkdesk for Zendesk.

 

August 23, 2021

On Monday, August 23rd, 2021, Talkdesk will release new features for Zendesk automations:

  • Update contact when updating a ticket: From now on, the previously existing “Update a ticket” action available in Talkdesk for Zendesk automations will include an option to update the contact associated with it. Now you can change the contact associated with the ticket during a call.

For more information, please read our Talkdesk for Zendesk documentation.

 

April 22, 2021 

On Thursday, April 22nd, 2021, Talkdesk® will release the following new features to Zendesk automations:

  • Pop a Ticket through CTI: From now on, the new "Pop a Ticket through CTI" action will be available for configuration in Talkdesk for Zendesk automations. When executed, the automation will pop open a Zendesk ticket to the agent that answers the call. Depending on the automation trigger event and scenario, the ticket can pop open on a first call answer, or even after a call transfer.
  • Pop a Ticket through CTI when Creating a Ticket: From now on, the previously existing "Create a Ticket" action available in Talkdesk for Zendesk automation will also include an option to pop open the ticket to the agent handling the call. It is now possible to pop the ticket when it is created. This is done through the Zendesk CTI, offering a free alternative to the "Create Voice Ticket" that requires the paid Zendesk Talk Partner Edition.

For more information, please read our Talkdesk for Zendesk documentation.

 

March 25, 2021

On Thursday, March 25th, 2021, Talkdesk is releasing version 3.0.1 of the Talkdesk CTI to the Zendesk Marketplace.

 

Enhancements

  • Click-to-Call Phone Selection: The phone selection is an enhancement to the existing Click-to-Call feature, presenting all phone numbers associated with a user profile in Zendesk, so that the agent can choose the exact one to click to call.

Note: The Click-to-Call feature is currently compatible with Callbar App (Electron) only.

  • Click-to-Call (via Talk Partner Edition Events): The integration now supports right-clicking on the phone number in a ticket or a user profile in Zendesk, so that a call is triggered in Callbar. This feature is only available to customers using Zendesk’s Talk Partner Edition.
  • Contact Pop: Contact Pop is now working through the Talkdesk CTI, which means that the pop will be executed on the Zendesk page without dependency on the Talk Partner Edition.

 

January 7, 2021 

On Thursday, January 7th, 2021, Talkdesk is releasing version 2.0 of Talkdesk CTI Connector for Callbar App to the Zendesk Marketplace.

 

Enhancements

Zendesk Relate To:

Note: The Relate To feature is currently compatible with Callbar App (Electron) only.

 

Bug fixes with this version

  • Fixed a bug that was preventing the contact to be open in Zendesk when clicking Zendesk’s logo in Callbar.

 

For more information, please visit the Talkdesk for Zendesk documentation.

All Articles ""
Please sign in to submit a request.