November 4, 2026

Automations for Alma, Zendesk in One Click, and Fixes

An order, a return, a tracking update or a schedule can now start Alma's work on Autopilot, and you connect Zendesk from your own Zendesk, without an API token.

Automations: an event starts Alma's work#

An order, a return, a tracking update or a schedule can now open a ticket that Alma works on Autopilot, by your skill and with the tools you pick. Nothing reaches the customer unless you allow it.

Connect Zendesk in one click#

Zendesk no longer makes API tokens, so you now connect it with a Connect Wilmo bookmark you click in your Zendesk as an admin, on any plan. The import also brings each ticket's channel and attachments.

Fixes and improvements#

Approving a plan that keeps the ticket open no longer sends Alma's draft reply; you send it when you're ready
A plan whose only step is keeping the ticket open no longer asks for approval or holds up Send
Add a tag straight from a ticket's Details menu
Hide a ticket from Mentions once you've seen it; a new mention brings it back
In Appearance, message times can read adaptively (“40m”) or as a fixed date and time with the parts you pick
Order confirmation copies show the shipping the customer paid, so free shipping reads 0 kr and the totals add up
An order Alma holds until it's paid now ships once the payment is reserved, like with Klarna, and nothing is owed
Emails with no text, only a photo, a PDF or a subject, now become tickets
SmartPack search finds the order you typed, and its errors no longer show as “No orders found”
The inbox no longer shows a server error when a ticket has images Alma described
In a training simulation, Alma now sees the changes she just made to an order, so she doesn't repeat them

Fixes and improvements#

Approving a plan that keeps the ticket open no longer sends Alma's draft reply; you send it when you're ready
A plan whose only step is keeping the ticket open no longer asks for approval or holds up Send
Add a tag straight from a ticket's Details menu
Hide a ticket from Mentions once you've seen it; a new mention brings it back
In Appearance, message times can read adaptively (“40m”) or as a fixed date and time with the parts you pick
Order confirmation copies show the shipping the customer paid, so free shipping reads 0 kr and the totals add up
An order Alma holds until it's paid now ships once the payment is reserved, like with Klarna, and nothing is owed
Emails with no text, only a photo, a PDF or a subject, now become tickets
SmartPack search finds the order you typed, and its errors no longer show as “No orders found”
The inbox no longer shows a server error when a ticket has images Alma described
In a training simulation, Alma now sees the changes she just made to an order, so she doesn't repeat them