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.
Most betas have an associated beta forum where you can get information and post questions and feedback. Please read more about our current and upcoming betas and let us know if you'd like to join:
- System Font Stack
- Guide user segments
- Knowledge Capture app
- Multi-select fields
- Collapsed Internal Notes
- Help Center unified search results page
- Enhanced Shopify integration
- Target failures log
- System status email notifications
- Analytical Designer for Insights
- Improved Customer Satisfaction Landing Page
System Font Stack
Be the first to test out the transition from Proxima Nova to a System Font Stack. Instead of just listing fonts that may be slow to render or have missing characters, a system font stack (like those used by GitHub, the WordPress admin, and the non-content parts of Medium) attempts to use the same font that your system does for all its own UI.
Guide user segments
User Segments help you manage groups of agents or end-users that can view content in your knowledge base or community. Each User Segment is used to restrict access to a given Section in your knowledge base or Topic in your community based on a specific set of attributes. This enables you to easily manage who can view specific content.
Knowledge Capture app
Knowledge Capture app enables your agents to improve knowledge as they go, by capturing collective knowledge, and building on it over time, to respond to support requests more effectively. The app enables agents to search Help Center articles from the ticket, add article links to tickets, add inline feedback to articles, and create new articles.
A Multi-select field is a field which allows you to choose multiple values from a list. Sometimes agents or end users creating or updating tickets need to pick several items, and a single answer won't do, or won't be precise enough.
Collapsed Internal Notes
Conversations can get cluttered with a lot of internal back and forth. To help you focus on what you need, you'll now see internal notes collapse when there are 4+ in a row.
When you have 4+ internal notes in a row, they will collapse to form an internal note group. You'll see an overview of the first and last note to get the information you need at a glance. We'll always show 6 lines of the latest internal note and 4 lines of the first internal note.
Help Center unified search results page
The current Help Center search results page presents 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 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.
Enhanced Shopify integration
The Shopify app for Zendesk has been very useful to several Shopify storefronts in retrieving order information in Shopify and having it displayed inside Zendesk so that customer support can handle tickets efficiently. We're enhancing the current integration to allow a more seamless onboarding experience of the integration, as well as allowing merchants to customize what order information will be displayed in the app.
Target failures log
The Target Failures log is an interface designed to help you troubleshoot URL & HTTP Target request failures.
System status email notifications
Analytical Designer for Insights (Professional and Enterprise)
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.
Updated Customer Satisfaction Landing Page (Professional and Enterprise)
We're updating our satisfaction landing page with modern UI design and mobile responsiveness.