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:
- Talk callback from queue
- Talk call monitoring tool
- Editor apps overview
- Help Center unified search results page
- Enhanced Shopify integration
- Target failures log
- JIRA field syncing
- Ticket forms in the Web Widget and Support SDK
- System status email notifications
- HTML email processing
- Analytical Designer for Insights
Talk callback from queue
Deliver a better customer service experience by allowing your customers to choose between waiting on hold in a queue and requesting a callback. When customers select callback, their places are held in the queue and their call is automatically returned when an agent is available to talk with them.
Callback from queue is available for Talk Advanced customers only.
Talk call monitoring tool
Call Monitoring is an effective management tool that enables managers to train, support, and assess agent performance in real-time while they are on calls. Managers will now have access to a new Live calls dashboard where they can choose to interact with an agent's call by listening or barging into it.
Editor apps overview
For anyone who has used apps before, you know that they can be an extremely powerful extension for your tools. We've taken the power of the Zendesk Apps Framework and brought it into the conversation. Apps can now be given a new location within the Rich Text Editor in comments. They appear as native looking icons in the editor toolbar, alongside the native formatting and attachment icons.
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.
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.
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.
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.