At Zendesk, we value the feedback of our customers and consider it an important part of the our process. That's why we offer early access for some features in development, so that you can try out the feature in advance and give us feedback or report issues.
In addition to participating in betas, you might want to join our Experience Research Panel to learn about UX research opportunities where you can help shape our products.
These are our current and upcoming betas:
- Talk agent recording controls
- Multiple group views
- Explore dashboard sharing outside of Zendesk
- Explore using custom roles to manage Explore access and light agent access support
- Explore real-time dashboard
- Events Connector to Amazon EventBridge
- Guide Theming API
- Zendesk Agent Workspace
- New Salesforce Integration - built on Zendesk
- New mobile Chat SDK
- Side conversations API
- Side conversations rich text editor
- Statuspage integration for Support and Chat
- New email spam filter for Support
- User Events API
- Zendesk Support Discord integration
- Web Widget performance
- Talk additional numbers now available
- IVR group routing for Zendesk Talk
- Call recording opt-out for Zendesk Talk
Talk agent recording controls
We know our customers need to prevent sensitive and personal end-user data from being stored in call recordings. This new functionality gives more flexibility and control over how they manage privacy and data security in Talk, by allowing agents to pause and resume the recording of an active call.
We’ll be improving the administrator experience by making this setting configurable. Admins will be able to configure the Agent Recording Controls separately from the recording setting on the number. They will also be able to configure if call recording continues after the call has been transferred by an agent to an external number.
Multiple group views
Administrators can create views and share them with multiple groups of agents. Previously, administrators could add only one group of agents to a view. Now, you can consolidate view definitions, share them more widely, and reduce redundancy.
Zendesk is taking sign ups for this feature, but the EAP will not be available for a few months. If you signed up for this feature, you will receive an update soon. Sign up for the multiple group views EAP.
Explore dashboard sharing outside of Zendesk
The EAP enables your editors to create public or password-protected links to any of your live dashboards and share them with anyone, including people that don’t have access to your Zendesk instance. These links can also be used to broadcast dashboards to a live monitor in your office, allowing all your team members to monitor volume and performance.
Explore using custom roles to manage Explore access and light agent access support
This EAP enables customers using Zendesk Support Enterprise to grant access to Explore using custom roles - just like with other Zendesk products. This will make it faster and easier for admins to change Explore permissions in bulk across their organizations. Additionally, customers with the Collaboration add-on will now be able to share view-only dashboards with Light Agents.
Explore real-time dashboard
The Explore real-time dashboard enables customer service leaders and agents to keep a closer eye on support metrics in near real time, across multiple channels, and make operational decisions more efficiently.
Events Connector to Amazon EventBridge
This EAP provides an easier way for you to export real-time events from Zendesk to AWS so that you can store, analyze, and run diverse AWS Services on this data.
Guide Theming API
The Guide Theming API enables theme developers to integrate any theme development workflow with Guide by letting you import, delete and set themes live through a REST API. This sets developers free to use any tools or services they prefer while seamlessly working with Guide.
Zendesk Agent Workspace
The agent workspace enables agents to work seamlessly across Zendesk channels, all within a single interface. Agents can use the appropriate channels to address issues, without being restricted to the channel in which the customer originally made contact.
Agents can manage Support, Chat, and Talk conversations within the same ticket. They don’t have to switch between dashboards to view and track customers issues. They have a full, customer-centric view of their work, enabling them to provide faster, better, and more-personalized service.
New Salesforce Integration - built on Zendesk
We are pleased to announce this Early Access Program (EAP) for the new Salesforce Integration - Salesforce Integration built on Zendesk. As part of our platform vision, we're exploring ways to make Zendesk built integrations more open, flexible and consistent.
The vision behind this new integration is to provide our customers with a superior experience with integrating Support and Salesforce by building on Zendesk's infrastructure using Salesforce public APIs.
New mobile Chat SDK
The current version of the Chat SDK has been around for a couple of years. Based on your feedback, we've completely re-written the Chat SDK for Android and iOS to improve reliability, stability, and performance. The new Chat SDK is built on top of our new Unified Messaging Interface, which allows for the interoperability of the Chat SDK with other Zendesk SDKs.
Side conversations API
Side conversations were introduced in June of 2018, and customers use them to start conversations with vendors, partners, and other departments directly from their tickets. The API for side conversations enables these conversations to be created programmatically.
The API provides most of the functionality available in the UI and also introduces an incremental export endpoint that provides all of your side conversation data for archiving or analysis.
Side conversations rich text editor
With this new editor, your agents will be able to introduce formatted text to their side conversation messages, This can be helpful for getting ideas across or making information more readable and understandable. This EAP is available to all Collaboration Add-on customers.
Statuspage integration for Support and Chat
The Statuspage integration enables agents to view Statuspage incidents through an app in Support and Chat, so they can keep up-to-date on any service incidents or degradation, and can quickly provide customer support.
When your agents are viewing tickets in Support or responding to customers in Chat, they can see when new incidents occur or maintenance is underway. They can also obtain more details of incidents, making them more aware of any service disruptions that may impact your customers.
New email spam filter for Support
Zendesk uses a combination of our own internal spam prevention rules, and an outside vendor. We are now exploring a new open source tool for spam prevention that will give us new options for fighting spam. We are building our own instance of a tool called Rspamd. Rspamd uses a number of factors to determine the legitimacy of email, but most importantly, because this is our own separate instance, we can tweak the results ourselves.
User Events API
The User Events API is a new platform feature that enables you to keep track of time series data related to a particular User. An individual Event is an immutable (unchanging) record of something that happened at a particular time which is related to a particular user. The API allows you to specify a "source" and a "type" for each event.
Zendesk Support Discord integration
Zendesk is releasing an integration with Discord. This integration allows you to install a "Support Bot" into your Discord server that allows gamers to request help directly via any Discord channel in your server. This creates a ticket in Zendesk, so your agents can easily respond.
Web Widget performance
The Web Widget performance beta provides early access to performance optimizations that will be released in stages. The first phase of this beta includes a re-architecture to the way we serve the Web Widget.
This beta is great for anyone interested in staying informed about Web Widget performance improvements, getting early access to enhancements, and providing feedback as we roll them out.
Talk additional numbers now available
We are happy to announce that Zendesk Talk can now offer additional number coverage for the countries listed in the form. Note: These numbers are still in beta and not yet generally available as we want to see how they preform.
IVR group routing for Zendesk Talk
IVR Group Routing enables you to configure multiple overflow groups when routing a call via IVR.
By using this functionality, your customers will minimize missed calls and increase the probability of callers reaching an agent when using IVR.
If you are a Zendesk Talk Professional or Enterprise customer and want to be a part of the Early Access program, signup here.
Call recording opt-out for Zendesk Talk
Using this new functionality, you can configure any Talk enabled phone number to let the caller opt-out from call recording by dialing 3. This functionality works for both group routing and IVR routing.
In addition to providing the ability to opt-out of call recording, we've also improved the administrator experience by creating a single place to configure per number call recording controls.
If you are a Zendesk Talk Professional or Enterprise customer and want to be a part of the Early Access program, sign up here.