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Updates to Search, Workflow, SLAs more...
Submitted Oct 08 in Announcements
Search
Search has become even more useful. In addition to tickets and topics, you now can search users, groups and organizations directly from the search box. And search results come with handy shortcuts - e.g. links to requested tickets for each user in the search result. Search will return partial hits now, so "print" will also look for "printer". The search layout has also been made clearer.
You might also want to take a look at the "Smart searching" article.
Flexible condition groups for views, triggers and automations
Now you can define ANY and ALL conditions simultaneously. Useful for minimizing the amount of rules in your zendesk, while creating advanced work flows.
Organizational SLAs
It's now possible to include organizations in your SLAs - handy for separate SLAs for each of your organizations.
Retrospective user domain mapping for organizations
Mapping a user domain for an organization will now convert exiting users matching the domain to the organization. E.g. mapping "company.com" to an organization will assign all existing users - in addition to future users - with email domain "company.com" to the organization.
New Plans and New Pricing
Submitted Sep 14 in Announcements
In preparation for a new flexible pricing model, where you only pay for the number of agents you use at a rate of $19 a month, our plans have seen some price changes.
The smaller plans are now more inexpensive and the larger plans pricier. Also please notice that some of the plans have changed names and we've introduced a new plan that caters for 15 agents.
| Old name | New name | Agents | Old price | New price |
| Solo | Solo | 1 | $19 | $19 |
| Small | Duo | 2 | $49 | $38 |
| Medium | Small | 5 | $99 | $95 |
| Large | Medium | 10 | $179 | $190 |
| - | Large | 15 | - | $285 |
| X-large | X-large | 25 | $349 | $475 |
If your plan level has become cheaper we have automatically assigned you to the new cheaper plan.
If your plan level has become pricier we will grandfather your current plan's price level as long as you stick to that plan.
Look up Zendesk Tickets from Salesforce
Submitted Sep 08 in Announcements
We're happy to announce that you can now look up Zendesk support tickets directly from your Salesforce CRM system. A new Salesforce app that you can download from the Zendesk web site allows you to look up support tickets on Salesforce contacts and accounts.
The app will soon be publicly available on the AppExchange too.
The integration is straight forward. When looking up a contact in your Salesforce CRM system, a new bar called Zendesk will be displayed directly under the Contact Detail information. From there you can look up Zendesk tickets that belongs to the relevant Salesforce contact. See below.
Opening a ticket will redirect you to your Zendesk account.
For further information on installation and functionality please refer to the article Zendesk Ticket View for SalesForce.
As always we appreciate your comments and feedback.
Custom Fields Required for Agents, More
Submitted Sep 07 in Announcements
A small update this week brought required fields to agents too. When you define a custom field (from the Manage tab, Ticket fields-menu) you can now set that "Field cannot be blank when agents solve a ticket". When this option is checked an agent must make sure that the relevant field carries a value when the ticket is set to status Solved.
Custom fields now also make part of CVS exports and are available as placeholders for email notification templates and widgets.
Updates to Remote Authentication, Cc Recipients, Views, more
Submitted Aug 24 in Announcements
Besides the upgrade to the custom fields functionality in Zendesk, this weekend's update brought many smaller improvements and fixes to the application.
Remote Authentication
Remote authentication, the mechanism that allows you to authenticate users against your own user database in stead of that of Zendesk, has been subject to a documentation overhaul and now supports a configurable Return URL (where people are redirected when logging out of Zendesk) and has added support for External ID, for when your users are uniquely identified by something else than an email address.
Ticket views
Dates in table views are shown as hh:mm rather dd-mmm when the relevant date is today. E.g. "10:42" instead of "Aug 25", if today is August 25th 10:42. This allows for a better overview of todays updates. A small fix has been applied to views, so that sort order is now always correct for requester, assignee, group and organization. And now CSV views includes the full ticket description.
Ticket page
On the ticket page the comment field auto-resizes in proportion to the text you type. No more scrolling! And we now prevent simultaneous updates to tickets. If somebody posts an update to a ticket you're currently working on, you will be presented with a warning when submitting, showing you the intervening update.
Cc Notifications
The following refinements have been implemented: A placeholder to present current cc recipients {{current_collaborators}} is available in your trigger/automation notifications. It Inserts a list of names of the cc recipients. Notifications are only sent to cc's, when the cc recipient is not part of an originating email cc line. This eliminates cc recipients receiving multiple identical updates. And a fix has been applied so that if a cc recipient is an agent, private comments are included in the cc notification.
Search, ticket enumeration, invoice recipients, more
The search engine has been optimized and received some more muscles. It contains some improved search mechanisms that will be documented shortly.
One of the most frequent requests we receive is the option to change the ticket enumeration to start from say 1000 in stead of 1. Or 4987 for that matter. Well now you can change the enumeration yourself. Or rather you can change the ID of the next ticket in your help desk, and continue from there. Find the setting in the Ticket options menu in the Account tab.
All payment receipts/invoices are sent to account owner, but now you can add additional mail recipients. Find the new setting in Payment and billing in the Account tab.
A "Total" row has been added to Reports showing you the total number of created and resolved requests over a period.
And finally a small improvement has been added to the white- and blacklist functionality found in the menu User Admission in the Account tab. You can add a mail subject pattern to your settings white- or blacklisting email with a certain subject pattern.
As always we appreciate your comments and feedback. Thanks.
Help Desk by Zendesk