This article describes all Genesys Cloud for Zendesk releases. For more information, see About Genesys Cloud for Zendesk.

Coming soon!

These features are described in our documentation but are not yet generally available.

• Agent-level transfer permissions 
  

  Administrators can now have granular control over agent transfer capabilities during an interaction using the new permissions: Manage transfer permissions for agents, Blind transfer an interaction, and Consult transfer a call.

November 11 2024

• Keyboard support for DTMF input in the embedded client
  

  Agents can now use their keyboard to enter DTMF (Dual-Tone Multi-Frequency) codes during voice calls in embedded clients. By allowing keyboard control for DTMF input, agents no longer must rely on mouse clicks to access the DTMF dialpad, which helps to improve speed and efficiency during interactions and streamline call handling: Call controls.

September 23 2024

• Persistent agent settings on the server side
  

  Agent settings within the embedded client are saved on the server side, ensuring that these settings stay intact even after browser resets, cache clearing, or agent sign-outs: Do agent settings in the embedded clients remain after the browser cache is cleared?.

April 22, 2024

• Headset call control buttons
  

  Agents can now use call control buttons on their headsets, including pick up, mute, and volume control, when they use the embedded clients: Configure headsets for embedded clients.

March 18, 2024

• Run the WebRTC diagnostic app 
  

  Agents can now run the WebRTC diagnostic app from the client to test their WebRTC phone settings: Test your WebRTC phone settings and Change your WebRTC phone settings.

February 28, 2024

• Specify queue in scheduled callbacks
  

  Administrators can now enable the org-wide setting to allow scheduled callback queue selection, which will allow agents to specify a queue when they schedule a callback: Schedule a callback and Enable agents to specify queue for scheduled callbacks.

January 31, 2024

• Asia Pacific (Osaka), Middle East (UAE), and EU (Zurich) regions
  

  Administrators can now select Osaka, UAE, or Zurich as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

January 10, 2024

• Improved blind transfer of digital interactions
  

  Agents can now cancel and change the agent-to-agent transfer target, and have more visibility when transfers are accepted: Blind transfer an interaction.

December 6, 2023

• Callback auto dial and auto disconnect
  

  Administrators can now configure the queue to start and end callbacks automatically: Respond to callback interactions.

October 4, 2023

• Ringtone selection for call alerts

  Agents can now select ringtones for their call alerts: Configure notifications.

June 21, 2023

• Auto answer enabled digital interactions
  

  Administrators can enable auto answer for digital interactions that include messages and emails: Work with auto answer enabled digital interactions.

June 7, 2023

• Client information in the embedded clients interaction window
  

  Administrators can now configure the display conversation information in the interaction window: Interaction window in embedded clients.

May 31, 2023

• Language support for Portuguese (Portugal)
• Ringer volume control
  

  Agents can now control ringer volume of interactions that alert when you are not on call: Configure notifications.

April 26, 2023

• Information warning added for enabling server-side logging option

  Disclaimer message displays when the administrator selects the Enable Server-Side Logging option while configuring the Zendesk app: Configure the Zendesk app.

March 15, 2023

• Time-boxed and Agent Requested after call work options

  Administrators can set the after call work timeout settings for all digital channels including voice, email, chat, message, and callback, and agents can initiate after call work as needed for ACD interactions that are not automatically assigned after call work: Wrap up an interaction and Call controls.

December 14, 2022

• Availability of Agent Assist option

  Agents can now access Genesys Agent Assist from the embedded interaction window if Agent Assist is set up in their organization. For more information, see About Genesys Agent Assist.

August 10, 2022

• Americas (Sao Paulo) region

  Administrators can now select Sao Paulo as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

April 27, 2022

• Interaction attribute for participant type in an interaction

  Administrators can now use the interaction attribute Interaction.ParticipantPurpose to define the participant type in an interaction: Interaction attributes in Genesys Cloud for Zendesk and Customize interaction details.

• Group voicemail and call back option

  Agents can identify the group voicemail from the personal voicemail and have the option to call back the original caller from the voicemail options: Access personal and group voicemail.

April 13, 2022

• Auto open client after-call work

  Administrators can now select the option to automatically open the client for after-call work: Configure the Zendesk app.

August 11, 2021

• Genesys Cloud web messaging

  The integration now supports Genesys Cloud web messaging: About messages and Migrate from chat to Genesys Cloud web messaging.

April 14, 2021

• Asia Pacific (Mumbai) region

  Administrators can now select Mumbai as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

February 10, 2021

• Interaction attribute for User to User Information

  Administrators can now use the interaction attribute call.UUIData to add data received from inbound calls or sent with outbound calls to activity records, call logs, or interaction details: Interaction attributes in Genesys Cloud for Zendesk and Customize interaction details.

• Basic interaction controls in system notifications (Chrome and Edge browsers only)

  Agents that use Chrome or Edge browsers can now pick up or disconnect alerting interactions from system notifications: Configure notifications.

• Settings in the WebRTC Phone window

  The WebRTC phone settings can now be accessed through the WebRTC Phone window. Previously, the settings were only accessible through the client: Browser window for WebRTC phones and Change your WebRTC phone settings.

• Ringer setting for WebRTC phones

  Agents can now configure which speakers the ringer uses: Log in to the client, Select a phone,  and Change your WebRTC phone settings.

December 16, 2020

• Hold timer

  Administrators can now use the interaction attribute Interaction.HoldTime to display the current hold time: Customize interaction details.

December 9, 2020

• Volume control for alerting interactions

  Agents can now control the ringer volume of interactions that alert when they are connected to a call or callback interaction: Configure notifications.

July 15, 2020

• Status timer

  A status timer now tracks how long a user has been in a particular status or On Queue: Status timer.

July 8, 2020

• New ticket configuration

  Administrators can configure the information that appears on new tickets in Zendesk by adding interaction attributes and mapping them to ticket fields: Configure new tickets.

• Scheduling a callback on callback interactions enhancement

  Agents can now disconnect callback interactions after they schedule a follow-up callback. Previously, agents could not disconnect a callback interaction until they placed a call: Respond to a callback interaction.

June 3, 2020

• Interaction attributes for start, connected, and disconnected times

  Administrators can now use the interaction attributes Interaction.StartTime and Zendesk.DisconnectedTime to indicate in Zendesk fields or comments when the first participant joined, or when an agent was disconnected from an interaction. Updated description for the interaction attribute Zendesk.ConnectedTime: Interaction attributes in Genesys Cloud for Zendesk.

May 13, 2020

• Agent performance statistics for callback interactions

  Added agent performance statistics for callback interactions: View agent performance statistics.

• Script support for all queue chats, emails, and messages

  Scripts are now available on all chat, email, or message interactions to or from a queue: Scripts.

April 29, 2020

• Americas (Canada), Asia Pacific (Seoul), and EMEA (London) regions

  Administrators can now select Canada, Seoul, or London as their Genesys Cloud environment: Install Genesys Cloud for Zendesk, Configure the Zendesk app, and Change the region of your Genesys Cloud organization.

February 12, 2020

• Time off requests

  Agents can view notifications about their time off requests in the client: Access schedule notifications.

January 29, 2020

• Agent schedule view

  Agents can view their schedule in the client: View your schedule.

• Internet Explorer 11 support removal

  Removed support for Internet Explorer 11.

• Safari support removal

  Removed support for Safari.

January 15, 2020

• Primary phone field configuration

  Administrators can now select any system or custom field as the phone field that the integration uses to perform a screen pop, click-to-dial, and search of Zendesk users: Configure search in Zendesk.

• Interaction attribute for total time in IVR

  Administrators can now use the interaction attribute Interaction.TotalIvrTime to indicate in Zendesk fields or comments how long an interaction spent in the IVR before being connected to an agent: Interaction attributes in Genesys Cloud for Zendesk.

• Interaction attribute for total time in IVR

  Administrators can now use the interaction attribute Interaction.TotalAcdTime to indicate in Zendesk fields or comments how long an interaction spent being routed to an agent: Interaction attributes in Genesys Cloud for Zendesk. 

• Customization of interaction details

  Administrators can now modify the information that appears on interactions by adding, deleting, or reordering interaction attributes: Customize interaction details.

December 18, 2019

• Shift trade requests

  Agents and administrators can view notifications for shift trade requests in the client: Access schedule notifications.

November 13, 2019

• Call history

  Agents can view their call history in the client: Access call history and Configure the Zendesk app.

• Evaluations

  Agents can view notifications for released evaluations and quality evaluators can view notifications for interaction evaluations in the client: Access evaluations.

October 30, 2019

• WhatsApp interaction support

  The integration now routes inbound WhatsApp interactions: About messages.

October 23, 2019

• US West region

  Administrators can now select US West (Oregon) as their Genesys Cloud environment: Configure the Zendesk app and Change the region of your Genesys Cloud organization.

October 9, 2019

• Search configuration for external contacts

  Administrators can now control whether the integration returns external contacts from their Genesys Cloud organization when agents search before transferring interactions or making calls: Configure search in Zendesk.

• Personal voicemail inbox

  Users can quickly see if they received new personal voicemail and easily access their voicemail from the client: Access personal voicemail.

• Access token expiration

  The client now alerts logged-in users 30 minutes before an access token (session) expires, unless the user logged in less than 30 minutes earlier: Log in to the client.

September 18, 2019

• Interaction attribute for internal calls

  Administrators can now use the interaction attribute Call.Internal to indicate in fields or comments whether a call is internal: Interaction attributes in Genesys Cloud for Zendesk.

August 7, 2019

• Updates to install and administrator configuration interface

  Configuration settings on installation now streamlined and divided into separate post-installation configuration sections: Install Genesys Cloud for Zendesk and Settings in Genesys Cloud for Zendesk.

• Single sign-on identity provider functionality

  Administrators can now configure the integration to use a single sign-on identity provider when agents log in to the client: Configure the Zendesk app.

• Customization of Zendesk ticket comments

  Administrators can now customize the information that appears on Zendesk ticket comments: Configure interaction logging.

June 19, 2019

• Contact list columns in ticket fields

  Administrators can now map columns in contact lists to Zendesk ticket fields: Interaction attributes in Genesys Cloud for Zendesk.

May 15, 2019

• Out of adherence notification

  The client now notifies agents when their status does not match their scheduled activity: Out of adherence.

April 24, 2019

• Advanced microphone settings for WebRTC phones

  Agents can now configure microphone settings in the client that may affect sound processing and audio quality: Configure advanced microphone settings for WebRTC phones.

March 13, 2019

• Links to interaction details in Genesys Cloud

  Administrators can now configure the integration to display links to interaction details in Genesys Cloud on Zendesk tickets by mapping the interaction attribute Interaction.Url to a custom ticket field in Zendesk: Interaction attributes in Genesys Cloud for Zendesk.

January 30, 2019

• Interaction attribute mapping

  Administrators can now map interaction attributes, including the interaction log, to fields and comments on tickets in Zendesk: Configure interaction logging.

January 16, 2019

• Agents without phones

  Agents can now log in without first selecting a phone: Log in to the client.

• Outbound SMS message support

  Agents can now send SMS messages on behalf of queues. Administrators can configure the default country code used for these SMS messages: Send an SMS message and Configure outbound interactions.

• Consolidation of settings in the client menu

  The Click-to-Dial and On Behalf of Queue settings now consolidated under Queue. The WebRTC Settings name abbreviated to WebRTC: Settings in the client menu.

December 19, 2018

• Manage Genesys Cloud embedding

  Administrators can restrict the embedding of Genesys Cloud as an iframe in third-party applications but add domains for the Genesys Cloud embedded clients to an allowlist: Manage Genesys Cloud embedding with Genesys Cloud embedded clients.

December 12, 2018

• Chrome autoplay policy changes and audio playback

  Added documentation about Chrome’s autoplay policy changes that affect audio playback: Chrome autoplay policy changes.

November 14, 2018

• Notifications setting

  Agents can configure the client to show notifications outside the client when interactions alert: Configure notifications.

October 31, 2018

• Flag problematic calls

  Agents can now flag calls and ACD voice interactions that have voice quality issues, such as deteriorated audio, unexpected disconnections, incomplete connections, and failed transfers: Call controls.

September 12, 2018

Build 1.0.2525

• Facebook, LINE, and Twitter interaction support

  The integration now routes inbound Facebook, LINE, and Twitter interactions: About messages.

• Dedicated login window

  Administrators can now configure the integration to use a separate login window for login providers that do not work in embedded windows: Configure the Zendesk app.

• Out of Office scheduling

  Agents can now schedule Out of Office dates and times from the client: Change your status.

• Timer for non-time-boxed after-call work

  Timer added to the Wrap-up window to show the amount of time spent on non-time-boxed after-call work: Wrap up an interaction.

August 29, 2018

Build 1.0.2503

• Caller ID support for outbound calls

  Administrators can now configure the integration to send caller ID information on outbound calls through agent input or global configuration: Make a call and Configure caller ID.

June 20, 2018

Build 1.0.2451

• Interaction statistics during search

  Updated the interaction statistics that the integration shows during search when transferring interactions or making calls to people or queues. Changed from the numbers of individual media types to the total number of interactions that a person or queue is handling: Blind transfer an interaction, Consult transfer a call, and Make a call.

June 6, 2018

Build 1.0.2424

• Preview timer

  Added timer to preview outbound dialing interactions.

• Click-to-email

  The client can now auto-populate email addresses from tickets or records in Zendesk: Click-to-dial.

• Agent performance statistics for message interactions

  Added agent performance statistics for message interactions: View agent performance statistics.

May 23, 2018

• Content list
  

  Added list of all Genesys Cloud for Zendesk articles for easy reference: Genesys Cloud for Zendesk content list.

May 16, 2018

Build 1.0.2401

• Search configuration

  Administrators can now control whether the integration returns people from their Genesys Cloud organization, queues from their Genesys Cloud organization, or users from their Zendesk organization when agents search before transferring interactions or making calls: Configure search in Zendesk.

May 9, 2018

Build 1.0.2384

• Outbound email support

  Agents can now send emails on behalf of queues: Send an email.

May 2, 2018

Build 1.0.2377

• Scheduled callbacks

  Agents can now schedule callbacks for voice interactions: Schedule a callback.

• EU (Frankfurt) region

  Administrators can now select Frankfurt as their Genesys Cloud environment: Configure the Zendesk app.

• Zendesk users in search

  Agents can now transfer interactions in the client to users in their Zendesk organization: Transfers.

• Email interaction statistics during search

  The integration now shows the number of email interactions being handled when transferring interactions or making calls to people or queues: Blind transfer an interaction, Consult transfer a call, and Make a call.

March 28, 2018

Build 1.0.2339

• ACD voicemail interaction support

  Added ability to route ACD voicemail interactions: About ACD voicemail. 

March 14, 2018

Build 1.0.2322

• SMS interaction support

  Added ability to route inbound SMS interactions: About messages.

January 24, 2018

• WebRTC phones default behavior

  Updated documentation about WebRTC phones default behavior: Change your WebRTC phone settings.

• WebRTC phone audio in Chrome

  Added documentation about audio problems with WebRTC phones in Chrome: Audio issues with WebRTC phones.

November 7, 2017

Build 1.0.2273

• Co-browse for calls and chats

  Agents can browse the customer’s view of a webpage and collaborate with the customer using annotations and page control during call and chat interactions: Use co-browse.

• Screen share for calls and chats

  Agents can view the customer’s desktop or application during call and chat interactions: Use screen share.

October 24, 2017

Build 1.0.2268

• Interaction logging enhancements

  Agents can write interaction logs, which are saved to Zendesk tickets: Interaction logs.

September 26, 2017

Build 1.0.2262

• Free seating enforcement
• Persistent connection for WebRTC phones

  Establishes an open connection between the integration and WebRTC phones to speed up call handling: Persistent connection.

• Branding updates
• Bug fixes

August 29, 2017

Build 1.0.2224

• New company logo

  Company logo updated throughout the integration.

• Time-boxed after-call work

  Timer added to Wrap-up window for time-boxed after-call work on voice interactions: Wrap up an interaction.

• Wrap-up window change for callbacks

  Changed when the Wrap-up window automatically opens for wrap-up code selection to match Genesys Cloud behavior: Respond to callback interactions.

• On Queue placement in status list

  On Queue status moved to the top of the status list: Client interface.

• Screen pop for multiple matches

  For inbound call or callback interactions, you can select a contact from a returned list of multiple matches based on the caller ID (ANI) of the interaction, or refine the search results: Screen pop.

• Script support for all queue calls

  Scripts are now available on all call interactions to or from a queue (inbound calls, callbacks, outbound dialing): Scripts.

July 28, 2017

Build 1.0.2218

• Server-side logging

  Added setting to enable server-side logging that Customer Care can access: Install Genesys Cloud for Zendesk and Configure the Zendesk app.

• Client visibility

  The client now automatically opens when an interaction alerts: Access the client.

• Comments setting

  Added setting to make comments generated by the integration either public or private on tickets: Install Genesys Cloud for Zendesk and Configure interaction logging.

July 18, 2017

• Microsoft Edge support

  Updated the list of supported Internet browsers: Browser requirements and Administrator requirements.

July 10, 2017

Build 1.0.2215

• Bug fixes

June 12, 2017

Build 1.0.2204

• Bug fixes

June 5, 2017

Build 1.0.2192

• Queue statistics

  Updated interface shows all media types for Waiting statistic when making or transferring a call: Make a call.

• Bug fixes

May 2, 2017

Build 1.0.2171

• Bug fixes

April 5, 2017

Build 1.0.2154

• Email interaction support

  Added ability to route email interactions: Respond to email interactions.

• Phone logged out warning

  Added section about warning message that appears when logging out of Genesys Cloud in the middle of an interaction in the client: Troubleshoot.

• Bug fixes

March 1, 2017

Build 1.0.2143

• Ringing settings

  Added setting to mute ringing in the client when interactions alert: Configure notifications.

• Agent performance statistics

  Added ability for agents to see real-time statistics by interaction type: Agent performance statistics. 

February 1, 2017

Build 1.0.2139

• Chat interaction support

  Added ability to route chat interactions: Respond to chat interactions.

• Bug fixes

January 23, 2017

Build 1.0.2124

• Call forwarding

  Added ability to set call forwarding and see when call forwarding is enabled: Call forwarding.

• Safari support

  Added Safari to the list of supported browsers: Administrator requirements.

• On Behalf of Queue settings

  Added setting to configure queue selection to persist for multiple calls on behalf of queues: Make a call.

• Microphones for WebRTC phones in Firefox

  Added information about microphone sharing requirement for Firefox users: Log in.

December 20, 2016

Build 1.0.2106

• Zendesk licenses

  Added information about licensing requirements: Administrators requirements.

• Wrap-up window behavior

  Window automatically opens after an interaction ends: Wrap up an interaction.

• Make a call On Behalf of Queue box

  If agent is not a member of a queue, On Behalf of Queue box does not appear in client: Make a call.

• Screen pop by ANI for callbacks

  Callback interactions screen pop based on ANI by default: Screen pop.

• Placement of Pop WebRTC Phone window selection

  Moved selection to bottom of WebRTC Settings window: Change your WebRTC phone settings.

• Optional wrap-up work check box

  Removed check box from the Wrap-up window: Wrap up an interaction.

• Secure pause call control for recordings

  Added secure pause call control to pause recordings: Call controls.

October 24, 2016

Build 1.0.2052

• Bug fixes.

September 28, 2016

Build 1.0.2026

• Auto answer support for WebRTC phones.

September 26, 2016

Build 1.0.2022

• WebRTC window configurable as separate window or embedded in the client.
• Bug fixes.

September 19, 2016

• WebRTC phone implementation with troubleshooting support.

September 9, 2016

Build 1.0.2006

• Bug fixes.

September  6, 2016

Build 1.0.1997

• Queue statistics updated with EWT (estimated wait time). 
• Bug fixes.

August 25, 2016

Build 1.0.1987

• Japanese language support.
• Bug fixes.

August 25, 2016

Build 1.0.1987

• Bug fixes.

August 5, 2016

Build 1.0.1969

• Outbound dialing functionality.
• Script support for outbound dialing.
• Bug fixes.

July 26, 2016

Build 1.0.1955

• Callback support.
• Bug fixes.

July 7, 2016

Build 1.0.1937

• Bug fixes.

June 17, 2016

Build 1.0.1919

• Automatically selects default station on login.
• Bug fixes.

May 19, 2016

Build 1.0.1844.1

• Additional status support (pending platform availability of new statuses).
• Queue activation support.
• Dialpad call control for DTMF support.
• Bug fixes.

April 15, 2016

Build 1.0.1765

• Bug fixes.

March 31, 2016

Build 1.0.1723

• Permission requirements updated on Administrator requirements page.
• Ability to filter search results by People or Queue.
• Bug fixes.

March 17, 2016

Build 1.0.1682

• Ability to consult transfer.
• Conference call creation by dragging and dropping interactions.
• Timer on interactions shows the length of time that an interaction is connected.
• Client rings when alerting.
• Bug fixes.

March 3, 2016

Build 1.0.1648

• Bug fixes.

February 18, 2016

Build 1.0.1622

• Support for multiple regions.
• Ability to make call on behalf of queue. 
• Type ahead search for users and queues when placing or transferring calls.
• Statistics on queues before placing or transferring call to queue.
• Bug fixes.

February 5, 2016

Build 1.0.1568

• Bug fixes.

January 15, 2015

Build 1.0.1507

• Initial release of Genesys Cloud for Zendesk. Includes support for call controls, agent statuses, call attributes, screen pop, click-to-dial, and after-call work of wrap-up categories.