Avis sur Zendesk : Avantages, Inconvénients, Fonctionnalités et Tarifs

Zendesk has made employee service AI agents generally available for eligible customers, helping teams deliver faster employee support across key channels with richer knowledge coverage and automation. The update improves self-service resolution while providing clearer controls for how many issues AI can resolve each month. Highlights include:

• Multi-Channel Support: Deliver AI-powered employee help through the help center, Slack, and Microsoft Teams.
• Knowledge Connectors: Connect more than 20 sources, including Google Drive, SharePoint, Confluence, Notion, Slack, Teams, and Box.
• Permission-Aware Access: Respect resource-level permissions across connected knowledge sources.
• Advanced Action Flows: Let AI agents run multi-system workflows and resolve requests end to end.
• Human Escalation: Create tickets automatically when a request needs human support.

Visit Zendesk’s official site for more details.

Zendesk has updated the way AutoQA calculates tone scores for QA users, making the evaluation more specific to observable, professional conduct. This helps teams rely on clearer, more consistent tone assessments without needing to change their current setup. Highlights include:

• Professional Conduct: Focuses tone scoring on observable behaviors in agent responses.
• Emotion Exclusion: Removes assessments of emotions such as frustration.
• Automatic Rollout: Applies to all Zendesk QA accounts without manual setup.
• Updated Scoring: Uses a revised calculation method that may change average tone scores.
• Compliance Focus: Aligns AutoQA tone evaluation with stricter privacy and regulatory expectations.

Visit Zendesk’s official site for more details.

Zendesk Action Flows can now connect with Smartsheet to manage sheet and row data without duplicating work across systems. Workflows can create rows, retrieve details, and update records as support tasks progress. Highlights include:

• Smartsheet Connector: Connects Zendesk Action Flows with Smartsheet.
• Add Rows: Creates new rows from support workflows.
• Read and Search: Finds and retrieves existing Smartsheet data.
• Update Rows: Updates Smartsheet records as work progresses.
• Workflow Integration: Links customer support activity with project and process tracking.

Visit Zendesk’s official site for more details.

Zendesk Contact Center now includes outbound user search, helping agents initiate calls faster without switching tools. This streamlines outreach workflows and reduces time spent manually finding contact details. Highlights include:

• User Search: Finds Zendesk users by name or phone number.
• Saved Phone Numbers: Shows available numbers when a user has more than one.
• Direct Outbound Calling: Lets agents place calls from the dialer after selecting a user.
• Permission-Based Results: Only shows users the agent is allowed to access.
• Manual Dialing: Keeps keypad dialing available alongside user search.

Visit Zendesk’s official site for more details.

Zendesk connects Salesforce content to AI agents, Copilot, search, and generative search as an external knowledge source. This makes existing Salesforce knowledge easier to reuse across support workflows. Highlights include:

• Salesforce Knowledge Source: Lets teams connect Salesforce content directly to Zendesk.
• AI Agent Access: Makes Salesforce knowledge available to Zendesk AI agents.
• Copilot Support: Gives Copilot access to connected Salesforce content.
• Search Integration: Extends Salesforce content to standard and generative search experiences.

Visit Zendesk’s official site for more details.

Zendesk introduces a redesigned ticket merge sidebar and multi-recipient email tickets that create linked tickets for each support address. These updates make it easier to review merged tickets and coordinate requests across teams. Highlights include:

• Ticket Merge Sidebar: Replaces the popup modal with a sidebar that improves ticket visibility and merge context.
• Rich Text Support: Preserves HTML and formatting when tickets are merged.
• Merge Visibility: Adds status indicators, hover details, and clearer warnings during bulk merges.
• Multi-Recipient Email Tickets: Creates a separate ticket for each support address included on an inbound email.
• Linked Ticket IDs: Connects related tickets with a multi-recipient email ID for easier tracking.

Visit Zendesk’s official site for more details.

Zendesk makes Voice AI Agents generally available with generative procedures, native voice routing, contextual handoffs, testing tools, and multilingual support. These capabilities help automate more phone conversations while giving agents the context needed to continue escalated calls. Highlights include:

• End-to-End Voice Automation: Handles calls from greeting and intent capture through resolution and wrap-up.
• Contextual Handoffs: Transfers calls with transcripts, summaries, and detected intent for human agents.
• Generative Actions: Supports API calls, database lookups, ticket updates, SMS messages, and email replies.
• Testing Widget: Lets teams test Voice AI Agents in the browser before assigning them to live phone lines.
• Multilingual Support: Supports conversations in 53 languages with language-specific voices and locales.

Visit Zendesk’s official site for more details.

Zendesk adds HubSpot content across AI agents, Copilot, search, and generative search, plus role-based Admin Copilot access, expanded view, and QA recommendations. These updates improve knowledge access and admin control. Highlights include:

• HubSpot Knowledge Source: Makes HubSpot content available across AI agents, Copilot, search, and generative search.
• Role-Based Access: Lets admins control which custom roles can use Admin Copilot.
• Expanded View: Gives admins more space to review detailed Copilot responses.
• QA Recommendations: Adds Zendesk QA guidance to the recommendations feed.

Visit Zendesk’s official site for more details.