🗓️ WFM Enhancements
- Feature access cleanup: if a user does not have access to certain features or views, those features and views will be hidden from that user. Previously, users could see the links for features and views but clicking on unauthorized features and views would return an error message. This includes areas such as uploads, templates, forecast configuration, and staffing parameters.
- Integrations page responsive design upgrade: the integrations page has gotten a makeover so it’s more responsive. This means that the layout is cleaner and more compact at various screen sizes (even small ones!).
- Queue rule matching method name change: the description for one of the queue rule matching methods has been changed from “matches the pattern” to “matches wildcard (*)”, which more accurately describes what the rule does.
- Loading state for the Save button in the staffing timeline has been fixed: before this update, the button would show an instant ‘Saved’ message upon clicking, which was misleading since the save was pending.
- Assembled remembers your “Hide chart” preference: Now when you click “Hide chart” on the staffing timeline, we’ll remember that preference even if you leave the page and come back later.
🤖 Assist Feature Launches
Assist, the agent copilot and issue resolution engine for Zendesk, just came out of beta a few short weeks ago. While we’re launched, we’re far from done building! Learn about the latest exciting upgrades to our AI-powered product:
🧑✈️ Assist copilot improvements
- Draft a reply improvements:
- The “Draft a reply” message will automatically be shortened if the channel is phone or chat, where agents typically need a more concise answer or reply.
- Assist now includes a hover tooltip above “Draft a reply” reminding users that they can use a shift click shortcut to include the reply in the Zendesk text box.
- For Zendesk phone tickets, Assist now surfaces a “Draft internal note” button in lieu of the “Draft a reply” button to better reflect available actions in this support channel.
- Summarize past tickets of a customer’s interactions with Assist: for scenarios where agents create separate tickets that are actually follow-ups to one underlying issue, Assist can pull all related tickets into a single view and provide a summary of interactions.
⚡️Assist automation enhancements
- Thank you solver automatically replies to and closes tickets once a customer replies that their ticket is complete. This is a great way to clean up email backlog and keep agents focused on the most high-value work.
- Assist will skip a follow-up reply if a reply has already been made. This avoids the infinite “thank you loop” that’s a risk with other tools.
- Assist will reply as the last agent that replied to the ticket. That agent—not Assist—will be credited with the solve.
📊 Assist admin glow-up
- Reporting on automations: you can now get a deeper view of how Assist automations are performing and their impact on your support metrics. New reports include:
- Volume sent over time
- CSAT associated with automated messages
- Number of true deflections created by Assist
- Assist Scorecard report is now Quality report: the new name better reflects the contents of the report, which summarizes and visualizes the quality scores of Assist replies.
- Assist style guide is even more powerful: Assist now gives you even more control over your style guide, to ensure every response is in your company’s brand voice. Enhancements include:
- Pre-determined tone, voice, and style categories make it simple to configure your style guide.
- Preview responses to a question, so you know Assist replies are consistent with your brand.
- Preview Assist replies from a variety of channels, ensuring that brief chats, phone answers, and detailed emails are all in sync with your brand voice.