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:
- Guide Rapid Resolve
- Guide Permission Groups
- Right-to-left language support for the Support agent UI
- Web Widget integrated Chat experience
- Expand/collapse apps
- Web Widget performance
- Conference for Talk
- Call blocking for Talk
- Talk additional numbers now available
Guide Rapid Resolve for the Knowledge Capture app
One essential step in the support flow is closing the open request when it has reached a resolution. This is currently done manually, either by the requester or by the agent. When using Answer Bot, the requester can automatically close their ticket when they open the suggested article. We are testing out a similar behavior to the Answer Bot experience, but for all links sent to the end-user through the Knowledge Capture app.
Sign up for the Rapid Resolve early access program
Guide Permission Groups
Permission in Guide have historically been applied via the "Who can manage?" setting for sections and applies to all articles in that section. This has historically had many limitations like allowing some agents to edit and others to publish, allowing agents to manage some articles in a section and not others and allowing more agents into the knowledge creation process.
Permission Groups in Zendesk Guide allows customers to build and configure custom permissions based on User Segments and apply them to articles.
Learn more about the Permission Groups early access program
Right-to-left language support for the Support agent UI
Zendesk Support is now capable of supporting RTL languages such as Arabic and Hebrew for agents in Support. The feature is currently available in beta.
For some languages, most of contents and UI elements should originate from the right-hand side of a page, flowing toward the left. The agent UI has its entire UI reversed, including all text, icons, tables, drop-downs, modals, and whatever other visual elements that get rendered on the screen.
Learn more about the Right-to-left languages for Support agent UI beta
Web Widget integrated Chat experience
We are excited to offer a new and improved, seamlessly integrated Chat experience in the Web Widget. Now, you will be able to strike up a conversation with your customers wherever they are on your website, and compliment self-service through Chat better than ever before.
With this early access program (EAP), your customers will now be able to fluidly navigate between Chat and Help Center in the Web Widget, and receive incoming or proactive Chat messages whilst searching and viewing Help Center articles.
The new experience also includes additional features that were previously only available in the stand-alone Chat widget. We will continue to add features to the EAP over the coming months.
Learn more about the Web Widget Integrated Chat Experience early access program
Expand/collapse apps
Agents can sometimes feel overwhelmed by the apps that appear in their interface. This can be because of the number of apps installed or the fact that most of the apps may be irrelevant for the task the Agent is currently working on.
We have been working on an enhancement to the apps tray that allows Agents to collapse unwanted or irrelevant apps. This feature is now available for Beta testing.
Learn more about the Expand/collapse apps beta
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
Conference for Talk
The Conference beta (for Talk Professional and Enterprise or Advanced Legacy) enables agents to bring a third party into an ongoing phone call with a customer.
Learn more about the Conference beta
Call blocking for Talk
Ability to block incoming calls is the newest addition to our Talk Advanced feature set, hitting beta now. We have added functionality that allows you to block specific numbers or patterns of numbers that have been flagged by you as being unwanted or fraudulent.
Learn more about the Call blocking 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.
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Just added: Voice Prepay beta!
Voice prepay
We're changing how you pay for Voice credits towards a prepay model. This feature is currently in beta. With Voice prepay, you add calling credits to your account at an amount that works for your business. If you enable auto-recharge, we automatically re-credit your account when your credit runs low, saving your time and hassle. We can also deliver discounts to you on some bundle sizes. We're initially looking for credit card Voice customers for this beta.
A new beta for Insights users (Plus and Enterprise)!
Analytical Designer for Insights
A new and intuitive way to create reports in Insights, easily and quickly. No more 'What' and 'How', the Analytical Designer is a new environment for flexible data discovery and visualization design that empowers analysts to be more self-sufficient and productive when they create data visualizations.
Sign up for the analytical designer beta
https://docs.google.com/a/zendesk.com/forms/d/1wZ4tv1dXwXTorRqBkroEhBdM2l7a0wKlO9ijwA9X7FI/viewform
A new beta! Knowledge Management
The Knowledge Management beta is a new application in your ticketing interface that enables you to better manage your Help Center articles. You can build basic workflows around your content to make maintaining content easier. You can also build and save dynamic lists of articles, using search, filters, sorting, and language, to support personal workflows. More functionality will be added during the beta.
Learn more about the Knowledge Management beta
https://support.zendesk.com/hc/en-us/community/posts/204877318
A new beta!
Gmail connector improvements
Currently, the Gmail connector set up on your account only receives email. We are testing a feature that would send email through Gmail as well, skipping Zendesk's servers and keeping everything in your Gmail or Google Apps account.
Learn more about the Gmail connector improvements beta
https://support.zendesk.com/hc/en-us/articles/211150428
A new beta just added!
Embeddable NPS
The Embeddable NPS beta enables you to serve a Net Promoter Score survey to your customers directly on your website. Currently, NPS surveys are only offered via email.
Learn more about the Embeddable NPS beta
https://support.zendesk.com/hc/en-us/community/posts/206587607
New-ish betas to check out!
HTML email processing
Until now, Zendesk has only brought plain text email into new tickets and comments. Now we will take inbound email and read the full HTML version with all text formatting, images, and layout.
Learn more about the HTML email processing beta
https://support.zendesk.com/hc/en-us/community/posts/206085158
Play only agents
Sometimes agents cherry-pick tickets, which can mean that customers who need help might not get that help in a reasonable time frame. In this beta, you'll be able to designate certain agents as play-only agents.
Learn more about the Play Only Agents beta
https://support.zendesk.com/hc/en-us/community/topics/200470998
Macros management
Macros are an integral part of any support team using Zendesk. As support organizations grow, however, managing, maintaining, and deprecating macros can be challenging. This project aims to overhaul the entire macros management experience, including the macros list and edit pages.
Learn more about the macros management beta
https://support.zendesk.com/hc/en-us/community/posts/206934187
Hosted SSL
Introducing Hosted SSL option for Team/Regular plans along with several improvements to the provisioning experience for Hosted SSL.
Sign up for the Hosted SSL beta
https://zendesk.wufoo.com/forms/hosted-ssl-improvements-beta/
New beta you might be interested in if you're using multibrand!
Branded Ticket Forms
Those using both Multibrand and Ticket Forms have been restricted thus far in that all of their forms are available to all of their brands. This new feature set allows you to fix that problem, and restrict access to forms by brand.
Learn more about the branded ticket forms beta
New-ish beta!
Contextual Help
Contextual Help is a feature we're testing with the Web Widget that uses the web page your visitor is currently on and your Help Center content to attempt to show 3 'Top suggestions' (Help Center articles) when the widget is opened.
Learn more about the contextual help beta
A new feature for Help Center search
We are introducing a new search feature in Help Center, which offers a list of Help Center article suggestions while users typing in a search box. Users are able to skip the search result page and go directly to the article from there. This is our continuous improvements in Help Center search experience.
Sign up for the Help Center Instant beta
New beta for Voice!
Tickets for Abandoned Calls
Another beta just added!
System Status page
The beta includes an upgraded System Status web page targeted at providing incident status and updates for a customer's specific Zendesk subdomain, as well as proactive email alerts when incidents occur (coming soon). The goal is to ensure our customers know the real-time status of their Zendesk at all times.
Sign up for the System Status page beta
New beta for web widget users!
Restricted Help Center content in Web Widget beta
Until now, the Web Widget only displayed publicly-available Help Center articles. This beta lets customers use the Web Widget to embed restricted Help Center articles as well.
Learn more about the Restricted Help Center content in Web Widget beta
A new beta for you! Check it out:
Updated font and ticket properties
A new beta for Help Center! Check it out:
Improved article editing page
The current Help Center edit article page is in need of an update. As we have seen customers interact with the page, we’ve learned how the experience could be improved. The main purpose of this beta is to implement those learnings, giving agents a better writing experience.
Learn more about the Improved Article Editing Page beta
A new beta for you! Check it out:
WYSIWYG V2
New beta!
Enhanced Pathfinder app
New beta!
Zendesk-provisioned SSL
New beta for our Facebook integration.
Non-standard Wall posts
Another new beta--this one's for API users.
API dashboard
New beta for you!
System status email notifications
New beta for web widget users.
Web widget ticket attachments
New beta for Voice customers!
Voice - Indonesian Phone numbers
A new beta you'll definitely want if you're a web widget user!
Web widget customizations
New beta for our mobile app users!
Updated mobile apps
The new Zendesk mobile app for Android and iPhone provides a more valuable user interface, streamlines key mobile actions, and enables agents and admins to be more productive when handling tickets on their mobile device.
Learn more about the Zendesk mobile beta
Exciting new beta for Help Center!
Archive and restore articles in Help Center
You don't want to lose valuable content. We hear you. With this beta we are now introducing a way for you to archive and restore articles without permanently deleting them.
Learn more about the Archive and restore articles beta
New beta for Web Widget and Support SDK users!
Ticket forms in the Web Widget and Support SDK
Ticket forms are one of Zendesk Support's most powerful features, allowing you to collect all of the necessary information from your customers when they get in touch. We will be adding ticket forms to our Embeddable products -- both the Web Widget and Support SDK (Android& iOS) -- and we are now accepting registrations for each beta.
Sign up for the Web Widget ticket forms beta
Sign up for the Support SDK ticket forms beta
Very exciting and long anticipated beta!
Private ticket creation
Many times actions are taken on behalf of customers which either don't need to be shared with them, or must be kept internal. Zendesk currently doesn't allow agents to create a hidden ticket. The first comment is always public, and end-users are generally notified of the creation of a ticket.
With this beta, you will be able to truly create a ticket which is never seen by a customer, or you can create a ticket which will eventually be shared, but keeping the history private.
Learn more about the Private Ticket beta
New beta!
Rich content macros
This beta aims to improve the capability of composing beautiful, rich content comments within macros. Specifically, the following two enhancements have been introduced:
Learn more about the Rich content macros beta
New beta for Talk customers!
Multiple phone numbers
At the moment Zendesk Support only allows for one number to be added for a user. This number can be either a 'direct line' (meaning it's unique to that user across your Zendesk) or a shared number (meaning that the same number is added for several users). If you're a Talk customer, only numbers that are set as direct lines will be associated to an incoming call from that user.
With multiple phone numbers, you will be able to store all phone numbers you have for a user and also to set those numbers as direct lines (if they are unique and in a valid format).
Sign up for the Multiple phone numbers beta
An early access opportunity for you!
Automatic Answers
Automatic Answers adds artificial intelligence to self-service. Powered by machine learning, questions from customers are interpreted and relevant knowledge base articles are suggested.
Sign up for the Automatic Answers early access program
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