At Zendesk, we value the feedback of our customers and consider it an important part of 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.
We are offering current and upcoming betas in the following areas:
- Zendesk Support
- Zendesk Guide
- Zendesk Explore
- Zendesk Sell
- Zendesk Talk
- Zendesk messaging
- Cross product
- Apps and integrations
The following beta is available for Support:
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.
The following betas are available for Guide:
We know that our customers want a better way to create, manage, and update content that lives across multiple articles or help centers. We are addressing this need by introducing content blocks, a Guide Enterprise feature that allows you to do just that.
With this functionality, you’ll be able to capture things like common troubleshooting steps, rules and regulations, disclaimers, etc. as a content block, and then insert into multiple articles and across multiple help centers.
Federated Help Center search
Until now, when you searched a Guide Help Center, the content that you could find to help you resolve your issue was limited to Guide Articles and Gather community posts. However many Zendesk customers have great self service content on websites, blogs, other Knowledge bases, learning management systems, and on other community platforms.
The Guide Federated Help Center search EAP enables you to surface all that great content hosted outside Guide and Gather in your Help Center search results.
Knowledge in the Agent Workspace
Now you can find everything in one place to answer questions across tickets, chats, and social channels - no more sorting through multiple tabs or multiple open windows. The integration of the Knowledge app with Agent Workspace uses Answer Bot's analysis of your conversation to scan data from your help center articles and community posts, and then provide relevant links and suggestions. Use this suggested content from your knowledge base, and community, to easily insert links into conversations or quote the most relevant section of an article or post. You can also use the the Knowledge Capture dashboard in Explore, to see how you use content to provide information.
The following betas are available for Explore:
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.
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.
The following betas are available for Sell:
WhatsApp for Sell
WhatsApp for Sell allows businesses to use Sunshine Conversation’s functionality within Sell to receive and answer messages. Unmatched messages will create new leads in Sell and Sell users can send and receive messages in the side bar app. This EAP is exclusively available for customers on the Sell Elite plan who have a Sunshine Conversation plan.
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.
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
The following beta is available for 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.
The following beta is available for messaging:
Instagram Direct available for approved customers
Approved customers can now add Instagram Direct as a social messaging channel. If you wish to be considered for early access, reach out to your account manager.
The following beta is available for use with multiple products.
Focus mode for live channels
When enabled, Focus Mode allows agents to be online on both Talk and Chat but will only serve the agent one channel at a time. In other words, if an agent is on a call, they will not be offered chats until the call (and wrap-up) has ended. Likewise, if an agent is responding to a chat or multiple chats (up to max chat limit), then no calls will be offered to that agent until all their chats have ended.
The following betas are available for Sunshine:
Sunshine Objects change events API
The Sunshine Objects change events API is a new custom objects endpoint. It allows custom object events to the created, updated, and deleted.
Zendesk standard events
The Zendesk standard events makes events from Guide, Talk, and Support available in Sunshine. They can be retrieved using the Sunshine events API, or viewed in the customer context in a ticket. Guide events can also be viewed in the Guide Events app.
Guide Events app
The Guide Events app displays a customer’s interactions with your Help Center content in a ticket. It provides insights on what articles a customer has viewed, allowing more personalized support by recommending unread articles, and also identifying articles that result in customer tickets.
The following beta is available for developers:
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.
Apps and integrations
The following betas are available for apps and integrations:
Shopify Profiles & Events for Sunshine integration
The new Shopify integration supports events and profiles can be imported into Sunshine and then displayed in customer context when viewing a Zendesk Support ticket. This provides a single view of information between Zendesk and Shopify. Customer context can be used, for example, to help you understand customer behavior, look at sales trends, and identify improvements to your business.
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.
Salesforce integration logging
The integrations logging EAP is available for all admins using the Salesforce integration. This feature provides a centralized logging experience in Admin Center. It displays data syncing activities between Salesforce and Zendesk. This helps to identify and diagnose any issues and have greater visibility into the integration's performance.