Current and upcoming Zendesk betas

For some features we open betas so that you can try out the feature in advance, and also give us feedback and report issues. We value the feedback of our customers and consider it an important part of the our process. 

These are our current and upcoming betas:

• Zendesk Guide scheduled publishing
• New Salesforce Integration - built on Zendesk
• New mobile Chat SDK
• Side conversations API
• Side conversations rich text editor
• Statuspage integration for Support and Chat
• Community alias in Help Center
• Help Center unified search results page
• New email spam filter for Support
• Omnichannel dashboard app beta
• Answer Bot SDK
• Answer Bot APIs
• User Events API
• Zendesk Support Discord integration
• Web Widget performance
• Talk additional numbers now available

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. 

 Learn more about this EAP and sign up

Zendesk Guide scheduled publishing

Scheduled publishing for Guide Enterprise lets you schedule a date and time in the future to publish your Help Center articles. You can schedule one or more articles and configure different publishing schedules for each article translation.

Learn more about the scheduled publishing early access program

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.

Learn more about the Chat SDK

Side conversations API

Side conversations were introduced in June of 2018, and customers have been using 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.

Learn more about the side conversations API

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.

Learn more about the side conversations rich text editor

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.

Learn more about the Statuspage integration early access program

Help Center Community alias

The Alias feature enables users in the Help Center Community to have an alias that sits on top of their full name and displays everywhere in the Help Center.

Learn more about the Community alias early access program

Help Center unified search results page

The current Help Center search results user interface presents search results in two columns when both Knowledge base and Community are enabled. Users can then use pagination controls to view more results.

Rather than having users try to navigate two results sets at once, we'd like to present the most relevant content from your entire Help Center to your users. We also want to improve the ability for users to navigate a result set by being able to filter based on result type, topic and section. Our goal is to improve the ability of users to quickly and easily find the most relevant content from a Help Center while giving them context into where they're searching.

Learn more about the Help Center unified search results page early access program

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.

Sign up for the spam filter early access program

Omnichannel dashboard app beta

We are conducting customer research for Zendesk to get a better understanding of the data needs for real-time monitoring across multiple channels. This beta app is an early prototype of an omnichannel dashboard that provides real-time insight into channel performance across Zendesk Support, Chat, and Talk.

Sign up for the omnichannel dashboard app beta

Answer Bot SDK

The Answer Bot team is continuing to invest in bringing Answer Bot to all the channels and languages that our customers need. The Android and iOS versions of our Answer Bot SDK brings the Answer Bot functionality to your native mobile apps experience.

As a pre-support experience, Answer Bot SDK can offer a first line of defense prior to the creation of a Support ticket. This means that you can truly offer great self-service especially for requests that would otherwise be automatically directed straight to an agent.

Sign up for the Answer Bot SDK early access program

Answer Bot APIs

The Answer Bot APIs enable you to build and integrate Answer Bot wherever you want it. The APIs are sent in an enquiry (such as the ticket subject or description) and Answer Bot returns the most relevant, related articles. 

Learn more about Answer Bot APIs early access program

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. 

Learn more about the User Events API early access program

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.

Learn more about the Discord Integration early access program and request access 

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. 

Learn more about the Web Widget performance beta

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.

Register your interest here