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
- Target failures log
- JIRA field syncing
- Rich content macros
- Private ticket creation
- Ticket forms in the Web Widget and Support SDK
- Archive and restore articles in Help Center
- System status email notifications
- API dashboard
- HTML email processing
- Analytical Designer for Insights
- Voice prepay
- Tickets for Abandoned Calls
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.
Target failures log
The Target Failures log is an interface designed to help you troubleshoot URL & HTTP Target request failures.
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.
Automatic Answers adds artificial intelligence to self-service. Powered by machine learning, questions from customers are interpreted and relevant knowledge base articles are suggested.
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).
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
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.
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.
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.
System status email notifications
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.
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.