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:
- Answer Bot for Slack integration
- Answer Bot APIs
- User Events API
- Zendesk Support Discord integration
- Web Widget integrated Chat experience
- Web Widget performance
- Conference for Talk
- Call blocking for Talk
- Talk additional numbers now available
Answer Bot for Slack integration
Zendesk has built a version of the Slack integration that enables Answer Bot in Slack. The Answer Bot integration addresses an internal use case where employees can use Slack to get help from Answer Bot without waiting for a coworker to reply. Answer Bot will listen on selected Slack channels and resolve questions by automatically providing users with article suggestions from your knowledge base.
Answer Bot APIs
The Answer Bot APIs enable you to build and integrate Answer Bot wherever you want it. The APIs are sent in an enquiry (such as the ticket subject or description) and Answer Bot returns the most relevant, related articles.
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.
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.
Web Widget integrated Chat experience
We are excited to offer a new and improved, seamlessly integrated Chat experience in the Web Widget. Now, you will be able to strike up a conversation with your customers wherever they are on your website, and compliment self-service through Chat better than ever before.
With this early access program (EAP), your customers will now be able to fluidly navigate between Chat and Help Center in the Web Widget, and receive incoming or proactive Chat messages whilst searching and viewing Help Center articles.
The new experience also includes additional features that were previously only available in the stand-alone Chat widget. We will continue to add features to the EAP over the coming months.
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.
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.
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.