Organization co-operation

In addition to organizations being shared - meaning that all end-users in the organization can view each other tickets - you can now allow tickets to be commented by everyone in the organization as well. Enable this option on the organization edit page.

Remove/set tags in triggers, automations and macros

In addition to tags being addable, you can now remove or set tags in your rule actions as well. "Set tags" replaces exiting tags with the new tags.

Personalized "from" email address names

You can now opt to have the updater as the from name on your notifications. If e.g. Joe Doe updates a ticket, the assignee will receive an email notification with Joe Doe as the sender name. Replies will of course still end up in your zendesk. This option is on per default in newer zendesks, and can be set in the tab "Account" => "Mails and domains".

Better mobile support

iPhone interface added for end-users and optimized for agents, incl. support for custom fields. Support for Blackberries and Windows Mobile.

And more...

Macros are now available when bulk updating tickets in ticket views.
Outlook attachments (in the form of winmail.dat) are now decoded and added correctly to tickets.
You can select your drop down custom fields to be ordered alphabetically upon save.
WYSIWYG forum post editing now looks like the final rendered result. No more previewing!

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.

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.

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.

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.