Agent Workspace
Filter custom ticket statuses per form.
Zendesk now allows filtering your custom status per ticket form, making the list of available statuses a lot more manageable (and logical) for your agents.
Custom Objects
Preview of the new cards for Custom Objects
Zendesk’s new Essentials Card lets you customize user profiles next to tickets, and now, Custom Object Cards do the same. You can reorder, hide, or add fields to streamline your agents’ view. A simple yet customizable update to enhance the agent experience.
API
Showing device Information in the customer panel in Zendesk Agent Workspace
The new Device information section in Agent Workspace gives you information about your customers' context right next to a Messaging ticket.