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:
- Expand/collapse apps
- Guide Google documents importer
- Skills-based routing in Support
- Knowledge Capture App v2
- Support Mobile SDK v2 for Android
- Web Widget Callback
- Guide Team Publishing
- Answer Bot multi-language support
- Web Widget performance
- Custom Resources API
- Conference for Talk
- Call blocking for Talk
- Help Center unified search results page
- Analytical Designer for Insights
- Talk additional numbers now available
Agents can sometimes feel overwhelmed by the apps that appear in their interface. This can be because of the number of apps installed or the fact that most of the apps may be irrelevant for the task the Agent is currently working on.
We have been working on an enhancement to the apps tray that allows Agents to collapse unwanted or irrelevant apps. This feature is now available for Beta testing.
Guide Google documents importer
We know that there are lot of different options when it comes to writing content. Additionally, when teams start using Zendesk for the first time they likely already have some documentation written.
We want to allow our customers to get that content quickly into Zendesk Guide so they can start using it in Zendesk Support for their agents and to publish to their Help Centers for their customers to use.
To that end we've built a way to select and import a set of documents from a Google Drive account into your Zendesk Guide knowledge base.
Skills-based routing in Support
Skills-based routing is a new feature we’re building for the Enterprise plan. It’ll let customers automatically match tickets that require specific skills with the agents who have those skills -- improving efficiency and replacing cumbersome workflow configurations. The feature is currently in beta but Enterprise customers can apply for early access.
Knowledge Capture App v2
We have listened to feedback and made some updates to our Knowledge Capture app. The goal is to rethink the integration and some of the interactions in the app, and make it easier and more intuitive to use.
Support Mobile SDK v2 for Android
The beta provides access to the Support SDK v2 for Android. There are a lot of new and enhanced features in this beta including a modern design with simplified theming and a conversational UI to bring all of the desired Zendesk Support features.
Web Widget Callback
With this beta, Talk customers will be able to enable voice contact options in the Web Widget. Now, with Request a Callback you can control where and when you offer phone support on your website. Alternatively, with Call Us, you can display your phone number and customers can call you.
Guide Team Publishing
Team Publishing is a new feature of Guide to allow for a more collaborative workflow for articles. It includes article workflow states to support a publishing workflow, article changes for making updates to an article without affecting the live article, and article assignment for making article updates.
Answer Bot multi-language support
Answer Bot is currently English only. We will extend the capabilities of Answer Bot to Portuguese and Spanish languages. With high accuracy, Answer Bot will detect the language of the request and suggest articles from the matching locale.
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.
Custom Resources API
The Custom Resources API provides a flexible and relational data store that lives inside Zendesk. It can easily be used from the Zendesk Apps Framework - as well as from external applications - through simple web API requests.
Custom Resources empowers you to model more complicated relationships in Zendesk. The possibilities are endless - from assets for your IT team and product catalogs for your support team, to the zodiac signs of your customers.
Conference for Talk
The Conference beta (for Talk Professional and Enterprise or Advanced Legacy) 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 Advanced 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.
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.
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.
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.