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 Content Cues (Guide Enterprise)
- Omnichannel dashboard app beta
- Answer Bot for Web Widget
- Answer Bot for Slack integration
- Answer Bot SDK
- 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 Content Cues (Guide Enterprise)
Content Cues empowers support content managers by identifying gaps in their Zendesk Guide knowledge base. Here’s how it works: Content Cues automatically reviews incoming Zendesk Support tickets. It recognizes the content in the tickets and provides suggestions for relevant help articles that should be created. Or, if that article exists, if it should be updated with new content.
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.
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 SDK
The Answer Bot team is continuing to invest in bringing Answer Bot to all the channels and languages that our customers need. The Android and iOS versions of our Answer Bot SDK brings the Answer Bot functionality to your native mobile apps experience.
As a pre-support experience, Answer Bot SDK can offer a first line of defense prior to the creation of a Support ticket. This means that you can truly offer great self-service especially for requests that would otherwise be automatically directed straight to an agent.
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) 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 Professional and Enterprise 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.