At Zendesk, we value the feedback of our customers and consider it an important part of the 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.
These are our products that have current and upcoming betas:
- Zendesk Support
- Zendesk Guide
- Zendesk Gather
- Zendesk Explore
- Zendesk Sell
- Zendesk Talk
- Developers
- Apps and integrations
Zendesk Support
The following betas are available for Support:
- Delimiter removal
- Advanced workflow for Support
- Child ticket side conversations
- Side conversations search
- Side conversations role permissions
- Side conversations follow-up tickets
- New email spam filter for Support
- Web Widget performance
Delimiter removal
Participants in the Delimiter Removal limited availability (LA) program can remove the delimiter from email notifications in order to improve the email experience for end users. The delimiter looks automated and machine-generated. Without it, emails look cleaner and may feel more personal.
Learn more about the Delimiter Removal LA
Advanced workflow for Support
We are launching a new workflow orchestration engine designed to apply business logic to any object within the Zendesk eco-system. This is additional to our current business rules which only execute on ticket save.
Our solution is API-first and this EAP is for the phase-1 roll-out of API. We will be adding UI for this functionality later.
Learn more about the Advanced workflow EAP
Child ticket side conversations
This EAP introduces the ability to start side conversations with groups or agents within your Support instance by creating a child ticket assigned to them. This EAP is available to customers with the Collaboration add-on.
Learn more about the Child Ticket Side Conversations EAP
Side conversations search
This EAP introduces a Side Conversations tab to the search results page so agents can retrieve side conversations based on content. This EAP is available to customers with the Collaboration add-on.
Learn more about the Side Conversations Search EAP
Side conversations role permissions
Not every agent should be able to create or reply to side conversations. This EAP introduces the ability to disable side conversation creation and replies for custom roles. This EAP is available to customers with the Collaboration add-on.
Learn more about the Side Conversations Role Permissions EAP
Side conversations follow-up tickets
This EAP introduces the automatic creation of a follow-up ticket when a side conversation that belongs to a closed or archived ticket receives a reply. This EAP is available to customers with the Collaboration add-on.
Learn more about the Side Conversations Follow-up Tickets EAP
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
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.
Learn more about the Web Widget performance beta
Zendesk Guide
The following beta is available for Guide.
Individual users in Guide user segments
This EAP allows you to select individual users to add to a user segment.
Selecting individual users makes it easy to grant users access to an article, topic, or moderator group in Zendesk Guide and Zendesk Gather. User segments are central to many use cases and we want to make segmentation simple to work with for all customers.
Learn more about the individual users in User Segments EAP
Zendesk Gather
The following beta is available for Zendesk Gather.
Badges
We are working on adding user badges to Zendesk Gather. Badges offer a great way to reward and recognize users for their great behavior in your community. With the research leading up to this EAP we've uncovered a lot of different use-cases and styles of for badging, including gaming trophies, community titles and roles, achievements of good behavior, and more. With this EAP you will be able to define badges within many such categories, and there's a lot of freedom to customize your badges to suit your community.
Learn more about the Gather badges EAP
Zendesk Explore
The following betas are available for Explore:
- Aggregation level functions
- Improved large query performance
- Explore dashboard sharing outside of Zendesk
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
Explore dashboard sharing outside of Zendesk
The EAP enables your editors to create public or password-protected links to any of your live dashboards and share them with anyone, including people that don’t have access to your Zendesk instance. These links can also be used to broadcast dashboards to a live monitor in your office, allowing all your team members to monitor volume and performance.
Learn more about the dashboard sharing outside of Zendesk EAP
Zendesk Sell
The following betas are available for Sell:
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
Sell roles and actions permissions
Permission enhancements for roles and actions in Zendesk Sell help you to manage your users:
- Actions permissions provide a broader range of settings to allow you more control and security around who can do what with your data. Admins can restrict a user from modifying, creating, deleting, or changing the owner of leads, contacts, and deals.
- A role determines what users can do with lead, contact, or deal in Sell. You can create custom roles, where you specify how users assigned this role can view, create, and manage their own, and other users' records in Sell.
Learn more about the Sell roles and actions permissions EAP
Zendesk 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.
Developers
The following betas are available for developers:
Zendesk SDK for Unity
The Zendesk SDK for Unity allows your game development teams to integrate the complete Zendesk support capabilities natively into your Unity 3D game. It makes it as simple as dragging and dropping. We’re offering this Early Access Program to give some of our customers early access to the new SDK. The objective is to work closely with you to make improvements to the integration experience and get your feedback as we continue to build the core functionality.
Learn more about the Zendesk SDK for Unity
New mobile Chat SDK
The current version of the Chat SDK has been around for a couple of years. Based on your feedback, we've completely re-written the Chat SDK for Android and iOS to improve reliability, stability, and performance. The new Chat SDK is built on top of our new Unified Messaging Interface, which allows for the interoperability of the Chat SDK with other Zendesk SDKs.
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
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.
Learn more about the User Events API early access program
Apps and integrations
New Shopify integration
The new integration rationalises and updates the Chat and Support apps into a single integration which is managed in the Admin Center. You can add the Web Widget to your Shopify store from the Admin Center, so customers can contact your support team whilst they’re on your website.
We’ll also be releasing new features like refunds, cancellations, matching orders to customers based on other customer attributes, and other updates to the Support and Chat sidebar apps.
Learn more about the new Shopify integration 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
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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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