As Zendesk’s premium partner in the EMEA region, Omni Factors is proud to bring forward innovative and integrated solutions that align seamlessly with Zendesk’s ecosystem. In 2024, through our new Omni Wise brand, we launched custom-built applications on the Zendesk Marketplace. These tools are designed to enhance business processes, making them faster, more efficient, and highly effective.
Our commitment to delivering forward-thinking solutions remains steadfast. By addressing the evolving needs of our clients, we aim to strengthen our partnership with Zendesk even further in 2025. With new products and services on the horizon, we look forward to supporting businesses in achieving their goals and driving long-term success.
In this blog, we will highlight the most important updates and innovations Zendesk introduced in 2024, showcasing their transformative impact on customer experience. We are confident that 2025 will bring even more features, improvements, and innovations, continuing to shape the future of Zendesk and the CX world.
1. AI Agents: Redefining Automation
AI Agents represent the next evolution of Zendesk bots, leveraging the latest advancements in artificial intelligence. These agents can handle customer queries end-to-end, from simple requests to highly complex issues.
- AI agents for all
- Advanced AI add-on for diverse needs
- New outcome-based pricing for flexible options
2. Zendesk Advanced AI Add-On
Zendesk’s Advanced AI tools are purpose-built to enhance the customer service experience. With features like intelligent triage, auto-assist (Co-Pilot), and generative AI for voice, this add-on boosts productivity and streamlines support workflows.
Key Features Include:
- Intelligent triage
- Auto assist (Co-Pilot)
- Suggested first replies
- Ticket summaries
- Enhance writing
- Merging suggestions
- Quick answers for Agent Workspace
- Macro suggestions for admins
- Autoreply and internal note trigger actions
- Generative AI for voice
3. Authenticated SMTP Connector
Zendesk now supports an Authenticated SMTP Connector, enabling secure email relay between your business server and Zendesk.
4. Multi-Conversations for Messaging
This new feature eliminates bottlenecks by allowing customers to engage in multiple simultaneous conversations within the messaging channel, leading to faster resolutions and enhanced satisfaction.
5. Enhanced Omnichannel Routing
- Originally, omnichannel routing was designed to assign work to the available agent with the highest spare capacity for the channel. Now, you can choose between this standard capacity-based assignment method and round robin assignment.
- Until now, omnichannel routing has treated all skills equally. Any skill on a ticket was treated as required until a skills timeout occurred. After that point, none of the skills remained in consideration when routing a ticket to an agent.
- Now, skills added by ticket triggers can be configured as either required or optional.
6. Advanced Data Privacy and Protection Add-On
For organizations with high security demands, this add-on extends Zendesk’s robust security framework with advanced data privacy features.
7. SIP-IN protocol support for Talk : We’ve added SIP-IN as a new Talk line type. Admins can create and configure SIP-IN lines in Admin Center, similar to how they create PSTN or digital lines.
Using a SIP-IN line, calls can be forwarded to Talk using a SIP URI and IP access control lists authentication configured in Admin Center. A Zendesk ticket ID can be passed using SIP headers to link it to the call. SIP-IN lines are also compatible with omnichannel routing.
8. Zendesk Acquired Ultimate : Zendesk acquired Ultimate in 2024, an industry-leading provider of service automation (Chatbots), to deliver the most complete AI offering for customer experience (CX) in the market.
9. Zendesk Workforce engagement management add-ons :
- Zendesk Workforce management (WFM): Zendesk WFM improves the predictability and efficiency of customer service organizations with a series of planning, scheduling and monitoring tools.
- Zendesk Quality assurance (QA): With Zendesk QA, you can use AI to pinpoint critical areas before they become a bigger problem, discover the tickets needing attention, and uncover insightful trends across every support channel.
- Zendesk Workforce engagement management (WEM) bundle: With the Zendesk WEM bundle, you get two great products bundled together for a discounted price: Zendesk QA and Zendesk WFM.
10. Customizable CSAT Experience : The customizable CSAT experience gives you better control over the end-user experience by allowing you to do the following:
- Edit the survey question headlines to tailor them to your needs
- Select a CSAT rating scale range with either 1-2, 1-3, or 1-5 scale increments
- Select the rating type (numerical, emoji, or custom text) for CSAT questions
- Remove dropdown and open-ended questions from your CSAT survey
11. Managing light agent seats in your Zendesk account : If your subscription doesn’t have light agents, you can add them to your account. If your account already has light agents, you can increase your default limit by buying more.
With these powerful updates, Zendesk continues to lead the way in shaping the future of customer service. As a Zendesk partner, Omni Factors is here to help you unlock the full potential of these features, driving better outcomes for your business and customers alike.
