Current and upcoming Zendesk betas Follow

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:

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. 

Learn more about the enhanced Shopify integration beta

Target failures log

The Target Failures log is an interface designed to help you troubleshoot URL & HTTP Target request failures. 

Learn more about the target failures log beta

JIRA field syncing

We are currently working on a great new feature for our JIRA integration: the ability to sync data between Zendesk Support and JIRA. This will improve information sharing between the two systems, for better collaboration between Support and Engineering teams. 

Sign up for the JIRA field syncing beta

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

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

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:

  • When creating comments within a macro, the Rich Content/WYSIWYG editor is available so you can easily use bold, italic, and other formatting you might be used to in tickets.
  • You will also be able to attach files to comments when creating them within a macro

Learn more about the Rich content macros 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 

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

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 

System status email notifications

Following the release of our new System Status page (https://status.zendesk.com), we're adding proactive email notifications for your specific Zendesk instance(s). This helps you and your agents stay in the loop when one of Zendesk's services is experiencing an issue or outage.
 
  

API dashboard

The API dashboard enables you to manage settings, including Basic password and API token access, manage your account's private OAuth clients, and see API activity, including an overview of the past 24 hours of your account's API usage.
 

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

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. 

Sign up for the analytical designer 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.
 

Tickets for Abandoned Calls

Customers call into Zendesk Voice and may hangup or abandon a call at various different stages of the call such as when they are waiting in the queue, while they are going through an IVR or when they are in voicemail.  When this happens we do not create a ticket for the call as by default we only do this for calls connected to an agent or when a voicemail is left. In this beta we arer providing the capability to have tickets created for these abandoned calls so you can have these as part of your workflow and be proactive and reach out to the customer helping you to deliver a better customer experience overall. 
 
  
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Comments

  • 0

    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.

    https://zendesk.wufoo.com/forms/zendesk-voice-prepay-credit-beta/

  • 0

    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

  • 0

    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

  • 0

    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

  • 0

    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

  • 0

    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/

  • 0

    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

     

     

  • 0

    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

  • 0

    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

  • 0

    New beta for Voice!

    Tickets for Abandoned Calls

    Customers call into Zendesk Voice and may hangup or abandon a call at various different stages of the call such as when they are waiting in the queue, while they are going through an IVR or when they are in voicemail.  When this happens we do not create a ticket for the call as by default we only do this for calls connected to an agent or when a voicemail is left. In this beta we arer providing the capability to have tickets created for these abandoned calls so you can have these as part of your workflow and be proactive and reach out to the customer helping you to deliver a better customer experience overall. 
     
     
  • 0

    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

  • 0

    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

  • 1

    A new beta for you! Check it out:

    Updated font and ticket properties 

    Zendesk is getting a modern font: Proxima Nova. To complete the modern feel, the ticket properties are getting a flat look to make the interface cleaner and simpler. No distractions.
     
  • 0

    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

  • 0

    A new beta for you! Check it out:

    WYSIWYG V2

    We've been working on the underlying code for the rich text editor to give you a more stable experience. In this beta, you'll be able to enable this new version of the editor for individual agents.
     
  • 0

    New beta!

    Enhanced Pathfinder app

    The Pathfinder app helps agents avoid receiving replies from customers saying, "...but I've already read that." The Pathfinder app in its current state displays Help Center searches and article views in the app-panel of the agent console. With this beta, we are adding to the Pathfinder app web page visits as well as any Help Center searches or articles viewed in the Web Widget. This enables businesses to gain even more context about the customer journey leading up to the ticket. 
     
     
  • 0

    New beta!

    Zendesk-provisioned SSL

    Zendesk-provisioned SSL allows you to secure your host mapped brands at the click of a button. Zendesk will obtain, provision and manage SSL certificates for all your host mapped brands at no additional cost.
     
  • 0

    New beta for our Facebook integration.

    Non-standard Wall posts

    Facebook pages allow for lots of different custom actions, many of which the current Zendesk integration with Facebook does not support. "Publishable" posts, more commonly referred to as "Dark" posts are a means of creating posts which are segmented to a specific audience, showing up in their feeds but never appearing on your page's wall. "Hidden" posts occur when you change your Facebook settings to require your approval before anyone can post. They appear in a special moderation queue in Facebook, and won't appear publicly on your wall until you mark them "allowed on page". By signing up for this beta you can provide us with feedback on a new set of features that allow you to collect either Dark or Hidden Facebook posts, and reply to them through Zendesk tickets.
     
  • 0

    Another new beta--this one's for API users.

    API dashboard

    The API dashboard enables you to manage settings, including Basic password and API token access, manage your account's private OAuth clients, and see API activity, including an overview of the past 24 hours of your account's API usage.
     
  • 0

    New beta for you!

    System status email notifications

    Following the release of our new System Status page (https://status.zendesk.com), we're adding proactive email notifications for your specific Zendesk instance(s). This helps you and your agents stay in the loop when one of Zendesk's services is experiencing an issue or outage.
     
  • 0

    New beta for web widget users.

    Web widget ticket attachments

    Customers encourage end users to attach files and screenshots to their tickets to help their agents better understand the issues. This beta allows end users who create new tickets via the Web Widget to attach screenshots and other files at the same time.
     
  • 0

    New beta for Voice customers!

    Voice - Indonesian Phone numbers

    We are expanding the range of phone numbers we can provide you. Into beta now we have access to Indonesian phone numbers. 
     
  • 0

    A new beta you'll definitely want if you're a web widget user!

    Web widget customizations

    We know many of our customers want to use the Web Widget to embed customer service on their websites but require a bit of flexibility integrating the Widget into their designs to match their brands and user needs. This beta introduces new functionality that provides you with additional flexibility to change the placement, look, and feel of the Web Widget.
     
  • 0

    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 

  • 0

    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 

  • 0

    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

  • 0

    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 

  • 0

    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:

    • When creating comments within a macro, the Rich Content/WYSIWYG editor is available so you can easily use bold, italic, and other formatting you might be used to in tickets.
    • You will also be able to attach files to comments when creating them within a macro

    Learn more about the Rich content macros beta 

  • 0

    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

  • 0

    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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