Product updates

September 2023

• 📣 Update: 6 small but empowering changes

August 2023

• 📣 Samurai Release: Phone Call Transcription

July 2023

• 📣 Release: Arena, gamification and a new navigation!

June 2023

• 📣 Samurai Release: AI Summary
• 📣 Samurai Update: Highlighted negative sentiment and empathy in messages
• 📣 Update: Updated style and Performance Metrics right inside the ticket window

May 2023

• 📣 Release: Ticket filtering for QA rating

April 2023

• 📣 Update: Zendesk Hours Metric

March 2023

• 📣 Release: QA Insights - Root Cause Dashboard

December 2022

• 📣 Update: New QA scorecard concept

November 2022

• 📣 Update: More Productivity Metrics inside the Scorecard

October 2022

• 📣 Update: More insights for the "Talk" channel
• 📣 Release: Missions inside the ZD Environment
• 📣 Release: AI Missions

September 2022

• 📣 Update: QA result Export with the extra Brand field
• 📣 Release: QA rating inside ZD environment
• 📣 Release: Incidents Behind Missions

August 2022

• 📣 Release: Customizable Scorecard view

July 2022

• 📣 Update: More Metrics inside the Mission Center
• 📣 Release: Permission to QA rate tickets
• 📣 Release: Onboarding flow

June 2022

• 📣 Release: Channel-Based Missions

May 2022

• 📣 Update: QA rating