Zendesk New Features

Objects and Rules

All new Zendesk accounts and trial accounts have Omnichannel Routing enabled by default, making it easier than ever to get started with Omnichannel Routing. It works out of the box for calls and messaging conversations assigned to groups, and you can use pre-configured auto-routing tags to route email tickets via group-based routing. You can also create custom queues to route tickets from emails, messaging, and calls without using auto-routing tags. Settings for existing accounts are not affected by this release, but some settings have been moved to the Admin Center. See Turn on and set up Omnichannel Routing.

Accounts and Billing

You can test alternative service modes and add-on features in a sandbox environment that replicates your existing account configuration. See About Zendesk sandbox environments.

Security

Customers with the Advanced Data Privacy and Protection add-on can view access logs in the Admin Center. Previously, access logs were only accessible via the API. See View access logs in the Admin Center.