At Zendesk, we value the feedback of our customers and consider it an important part of 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.
We are offering current and upcoming betas in the following areas:
- Zendesk Support
- Zendesk Guide
- Zendesk Explore
- Zendesk Sell
- Zendesk Talk
- Zendesk messaging
- Cross product
- Sunshine
- Developers
- Apps and integrations
Zendesk Support
The following beta is available for Support:
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
Zendesk Guide
The following betas are available for Guide:
Content blocks
We know that our customers want a better way to create, manage, and update content that lives across multiple articles or help centers. We are addressing this need by introducing content blocks, a Guide Enterprise feature that allows you to do just that.
With this functionality, you’ll be able to capture things like common troubleshooting steps, rules and regulations, disclaimers, etc. as a content block, and then insert into multiple articles and across multiple help centers.
Learn more about the Content Blocks EAP
Federated Help Center search
Until now, when you searched a Guide Help Center, the content that you could find to help you resolve your issue was limited to Guide Articles and Gather community posts. However many Zendesk customers have great self service content on websites, blogs, other Knowledge bases, learning management systems, and on other community platforms.
The Guide Federated Help Center search EAP enables you to surface all that great content hosted outside Guide and Gather in your Help Center search results.
Learn more about the Federated Help Center Search EAP
Knowledge in the Agent Workspace
Now you can find everything in one place to answer questions across tickets, chats, and social channels - no more sorting through multiple tabs or multiple open windows. The integration of the Knowledge app with Agent Workspace uses Answer Bot's analysis of your conversation to scan data from your help center articles and community posts, and then provide relevant links and suggestions. Use this suggested content from your knowledge base, and community, to easily insert links into conversations or quote the most relevant section of an article or post. You can also use the the Knowledge Capture dashboard in Explore, to see how you use content to provide information.
Learn more about Knowledge in the Agent Workspace EAP
Zendesk Explore
The following betas are available for Explore:
Aggregation level functions
This update gives you more control over the level of aggregation for your Explore metrics. Currently, when you add a metric and multiple attributes to a query, the metric is sliced by all of the attributes. With these new functions, you’ll be able to specify exactly which attributes will slice your metrics. If you used Insights, you’ll recognize this as similar functionality to the BY keyword.
Learn more about the aggregation level functions EAP
Improved large query performance
This EAP increases the amount of rows you can export from a query to 500,000 rows. Additionally, when you reach the limits of a visualization (like a bar chart), Explore automatically displays it as a table instead to make sure you can view up to 50,000 rows in Query builder.
Learn more about the improved large query performance EAP
Zendesk Sell
The following betas are available for Sell:
WhatsApp for Sell
WhatsApp for Sell allows businesses to use Sunshine Conversation’s functionality within Sell to receive and answer messages. Unmatched messages will create new leads in Sell and Sell users can send and receive messages in the side bar app. This EAP is exclusively available for customers on the Sell Elite plan who have a Sunshine Conversation plan.
Learn more about the WhatsApp for Sell EAP
Sell voicemail
Voicemail in Zendesk Sell allows your customers to leave a message for you while you are not available to pick up your phone. This EAP is available on all Sell plans.
Learn more about the Sell voicemail EAP
Sell conference calling
Conference calling in Zendesk Sell includes new features that help you to:
- Include an extra person on the Sell Voice call, from either inside or outside your organisation
- Handle a warm transfer situation by putting your customer on hold, including another caller, and leaving the call early without ending it
- See the logs and recordings of such calls differentiated on the activity log
Learn more about the Sell conference calling EAP
Zendesk Talk
The following beta is available for Talk:
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.
Zendesk messaging
The following beta is available for messaging:
Instagram Direct available for approved customers
Approved customers can now add Instagram Direct as a social messaging channel. If you wish to be considered for early access, reach out to your account manager.
Learn more about the Instagram Direct EAP
Cross product
The following beta is available for use with multiple products.
Focus mode for live channels
When enabled, Focus Mode allows agents to be online on both Talk and Chat but will only serve the agent one channel at a time. In other words, if an agent is on a call, they will not be offered chats until the call (and wrap-up) has ended. Likewise, if an agent is responding to a chat or multiple chats (up to max chat limit), then no calls will be offered to that agent until all their chats have ended.
Learn more about the Focus Mode early access program
Sunshine
The following betas are available for Sunshine:
Sunshine Objects change events API
The Sunshine Objects change events API is a new custom objects endpoint. It allows custom object events to the created, updated, and deleted.
Learn more about Sunshine objects change events API beta
Zendesk standard events
The Zendesk standard events makes events from Guide, Talk, and Support available in Sunshine. They can be retrieved using the Sunshine events API, or viewed in the customer context in a ticket. Guide events can also be viewed in the Guide Events app.
Learn more about Zendesk standard events EAP
Guide Events app
The Guide Events app displays a customer’s interactions with your Help Center content in a ticket. It provides insights on what articles a customer has viewed, allowing more personalized support by recommending unread articles, and also identifying articles that result in customer tickets.
Learn more about the Guide Events app EAP
Developers
The following beta is available for developers:
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
Apps and integrations
The following betas are available for apps and integrations:
Shopify Profiles & Events for Sunshine integration
The new Shopify integration supports events and profiles can be imported into Sunshine and then displayed in customer context when viewing a Zendesk Support ticket. This provides a single view of information between Zendesk and Shopify. Customer context can be used, for example, to help you understand customer behavior, look at sales trends, and identify improvements to your business.
Learn more about the new Shopify Profiles & Events for Sunshine 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
Salesforce integration logging
The integrations logging EAP is available for all admins using the Salesforce integration. This feature provides a centralized logging experience in Admin Center. It displays data syncing activities between Salesforce and Zendesk. This helps to identify and diagnose any issues and have greater visibility into the integration's performance.
Learn more about the Salesforce integration log early access program
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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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