Talkdesk initiates the release of new packages to introduce enhanced capabilities or to accommodate modifications implemented within partner releases. These releases are integrated into Talkdesk's standard Research and Development procedures, encompassing detailed planning, development, testing, release, and ongoing monitoring.
The typical major release cadence is approximately every six weeks. Please note that these releases may or may not include new capabilities for all integrations or application launches.
Release Notes and Product Notices are available to customers upon the release of any new package.
Partner-Specific Release Processes
It is important to acknowledge that each partner maintains its distinct release process for its platform, which may be subject to changes outside Talkdesk's control. Key examples of partner release processes are outlined below:
- Salesforce and Salesforce Salesforce Voice: These packages are subject to rigorous scrutiny and security reviews during the initial listing phase. Subsequent reviews are conducted with less intensity following publication, while major reviews are initiated as deemed necessary. A fixed review recurrence is not established. Compatibility with upcoming Salesforce releases is addressed proactively by Talkdesk through the review of release notes and direct communication with Salesforce to anticipate and mitigate potential disruptions. Provided there are no breaking changes, it is not mandatory to perform updates concurrent with every quarterly Salesforce release.
- ServiceNow: Similar to Salesforce, ServiceNow mandates comprehensive security reviews for initial listings. Subsequent package version releases undergo a streamlined review process with the ServiceNow team to secure approval for listing the upgraded version. To maintain compatibility with the ServiceNow platform, package updates are required with each ServiceNow release. ServiceNow maintains retro-compatibility for only three prior ServiceNow releases.
- Zendesk: The Zendesk integration follows a similar pattern, with a less intensive review process for upgrades, conducted in collaboration with the Zendesk team. A key distinction is that the deployment of a new version to the Zendesk marketplace results in the automatic upgrade of the application for all customers with the installed app.
- Dynamics 365: The update publication process for Dynamics 365 is consistent with other platforms. Updates are not required for Dynamics 365 release versions in the absence of breaking changes. This necessitates proactive management and ongoing communication with the partner.
- HubSpot: The HubSpot integration update process is also similar to the aforementioned platforms.
- Other Integrations: It is possible that other integrations, not explicitly listed, may also be applicable.
Talkdesk Integration Application Support Policy
Talkdesk's support policy for integration applications is based on an "n-1" versioning standard. This policy entails the provision of full support for the current release (n) and the immediately preceding release (n-1).
This approach enables Talkdesk to concentrate development and support resources on delivering a robust and feature-rich experience. Adherence to a supported version ensures that customers benefit from the latest enhancements, critical security patches, and seamless compatibility with both Talkdesk and partner platforms.