Zendesk News February 2015 – Updates, Improvements and New Feature Releases

The Zendesk team are constantly working on new features and improvements with the aim of making their beautifully simple customer service platform even better than ever.

Here is a list of things that have changed or been added to Zendesk in the past couple of months.

Zendesk Voice

Great news for all Maltese Zendesk customers! Zendesk Voice has expanded its list of supported countries and added another 20 countries to the list, and Malta is one of them. New support numbers can be purchased from the Voice section in the Channels menu in the Admin section.

The Web Widget

The new customisable Web Widget is available on all Zendesk plans and actually replaces the old Feedback Tab. With just a few clicks, the widget can be placed on your website and can include Help Centre search functionality, a contact form and the option to embed Zopim chat.

Net Promotor Score (NPS)

The Net Promotor Score (NPS) survey has finally been released as a full feature. You can now track customer loyalty by sending out a survey which asks your customers how likely they are to recommend your company to someone else. You can modify the survey and track the results in the Analytics section of your Zendesk instance.

Flexible Business Hours

Support desk business hours can now be modified by day of the week, and there is even the option to add public holidays for those days which should be treated as non-business hours.


If you’re tired of the default Zendesk green, you can now update the header colour to match your company’s branding in the Account section.


The Analytics section has a set of new tabs related to the Help Centre. You can now see which of your knowledge bases articles have been voted the most helpful, which ones have the most views, and the most commonly searched for terms.