Zendesk Support

Added alerts about overdue invoices for non-credit card customers.
Added check for null comments so they no longer cause errors in audits.
Updated the user edit drop-down so it only appears for agents with permission to edit.

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Zendesk Chat

UI Fix for position of upgrade notice presented inside the dashboard for Real Time Monitor.
Fixed some images on top-bar inside the Support dashboard.

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Searching for articles under Manage articles now also searches the body content. Before, only article titles would be searched.

Fixing a dead link in the General Settings page for the Mobile Layout setting.
Fixing Article comments include HTML tags when using mobile layout.
Navigating to an article via Arrange content would not return you to the Arrange content view when cancelling.
When uploading images into articles, the Update button is now deactivated until the image has been successfully uploaded.

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Ticket History displays a user's recent tickets in the ticket sidebar, along with the status, creation date, and currently assigned user. Clicking on a particular ticket will open up a preview of the requester's original comment, and also allows the user to switch directly to that ticket in the agent interface.

Zoho Invoice is a cloud-based invoicing software built for freelancers and small business owners. Zoho Invoice and Zendesk integrated enables your Agents to view data from Zoho Invoice while working on a Zendesk Support ticket, to provide a better and smarter solution. Display core details like the address, a list of invoices and estimates and transactions details from Zoho Invoice in the ticket sidebar.

BrightReps Sidekick is an app that helps customer support reps organize and use their process flows in a new way. Instead of creating text documents or static flow charts, BrightReps provides a framework where you can piece together pre-built steps and customize them to fit your needs. Processes can range from simple bullet point lists to powerful integrated components that allow you to find tracking numbers and create shipping labels from things like ShipStation. New steps and integrations are continuously being added so check back frequently if you can't find what you need.

Sonar is an enterprise-grade solution for your mobile messaging needs. With Sonar, you’ll be able to manage your mobile messaging channels (SMS/MMS, Facebook Messenger) the same way as you already do with email within Zendesk. All messages from your customers come in as tickets, and agents can simply reply or leverage any of the tools that exist within your Zendesk account such as macros and triggers. Agents will have no change in their workflow, which ensures that none of your customers slip through the cracks.

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