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 article verification (Guide Enterprise)
- Omnichannel dashboard app beta
- Guide flexible hierarchies (Guide Enterprise)
- GitHub integration for Guide themes
- Slack for side conversations integration
- Answer Bot for Web Widget
- Answer Bot for Slack integration
- Answer Bot APIs
- User Events API
- Zendesk Support Discord integration
- Web Widget performance
- Conference for Talk
- Call blocking for Talk
- Talk additional numbers now available
Guide Article Verification (Guide Enterprise)
As your knowledge base and the number of contributors grows, it can be harder and harder to keep articles up to date and accurate. Is that article someone wrote 3 years ago still relevant? Should that product documentation get updated every quarter?
Articles can now be verified. This indicates they’re up to date and accurate. From there you can configure timelines and notification settings for articles to be re-verified using Verification Rules.
Verification Rules allow you to use article filters to build up a list of articles and apply a frequency and notification recipients. Notify article authors every 30 days, for example.
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.
Guide flexible hierarchies (Guide Enterprise)
Flexible hierarchies allows Guide Enterprise customers to create deeper level hierarchies (up to 5 levels deep), consisting of sub-sections, sections, and categories. Articles can be added in any section, regardless of the level it is placed in the hierarchy. Coupled with this, the Arrange articles editor has been redesigned to support the additional complexity of multiple hierarchy levels.
Please note that this feature will be part of Guide Enterprise, so the EAP will be (at least initially) open to Guide Enterprise customers only.
GitHub integration for Guide themes
The GitHub integration for Guide themes enables Guide Enterprise Customers to fetch and update custom themes directly from private or public GitHub repositories, enabling developers and Guide managers to use GitHub as the single source of truth and avoid version confusion.
Slack for Side Conversations integration
If you are using Side Conversations, this integration enables agents to start a Slack thread directly from Support and have the conversation mirrored across both systems. The feature addresses an internal use case where agents want to get help from other departments that may prefer to interact via Slack instead of Support, allowing each person to have the same conversation in the system of their choice.
Answer Bot for the Web Widget
The Answer Bot team is continuing to invest in bringing Answer Bot to all the channels and languages that our customers need. One of the most important places, we feel, for Answer Bot to really shine is within the Zendesk Web Widget.
As a pre-chat experience (if you use Zendesk Chat), Answer Bot will also become your first line of defense prior to a chat, callback, or ticket escalation--meaning that you can truly offer great self-service, especially for requests that would otherwise be automatically directed straight to an agent.
Answer Bot for Slack integration
Zendesk has built a version of the Slack integration that enables Answer Bot in Slack. The Answer Bot integration addresses an internal use case where employees can use Slack to get help from Answer Bot without waiting for a coworker to reply. Answer Bot will listen on selected Slack channels and resolve questions by automatically providing users with article suggestions from your knowledge base.
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.
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.
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.
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.
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.