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:
- Sell roles and actions permissions
- Sell object distribution
- Guide scheduled unpublishing for articles
- 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 mobile Chat SDK
- Side conversations API
- Side conversations rich text editor
- 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
Sell roles and actions permissions
Permission enhancements for roles and actions in Zendesk Sell help you to manage your users:
- Actions permissions provide a broader range of settings to allow you more control and security around who can do what with your data. Admins can restrict a user from modifying, creating, deleting, or changing the owner of leads, contacts, and deals.
- A role determines what users can do with lead, contact, or deal in Sell. You can create custom roles, where you specify how users assigned this role can view, create, and manage their own, and other users' records in Sell.
Learn more about the Sell roles and actions permissions EAP
Sell object distribution
Object distribution in Zendesk Sell provides a "round robin" capability for allocating leads, contacts, and deals. This feature allows you to create and use multiple distribution pools for assigning leads, contacts, and deals to people within your organization.
Learn more about the Sell object distribution EAP
Guide scheduled unpublishing for articles
With Scheduled Unpublishing you will be able to schedule when articles are being unpublished, or schedule both publishing and unpublishing in one workflow.
Learn more about the scheduled unpublishing EAP
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.
Learn more about the Talk agent recording controls EAP
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.
Learn more about the dashboard sharing outside of Zendesk EAP
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.
Learn more about the custom roles and light agent access EAP
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.
Learn more about the Explore Real-time dashboard EAP
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.
Learn more about the Events Connector to Amazon EventBridge EAP
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.
Learn more about the Guide Theming API EAP
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.
Learn more about the Agent workspace 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.
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.
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
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
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.
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.
92 Comments
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
Article is closed for comments.