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:
- Guide Article Verification (Guide Enterprise)
- Support conditional ticket fields (Professional add-on and Enterprise)
- Guide flexible hierarchies (Guide Enterprise)
- GitHub integration for Guide themes
- Slack for side conversations integration
- Answer Bot for Slack integration
- Answer Bot APIs
- User Events API
- Zendesk Support Discord integration
- Web Widget performance
- Conference for Talk
- Call blocking for Talk
- Talk additional numbers now available
Guide Article Verification (Guide Enterprise)
As your knowledge base and the number of contributors grows, it can be harder and harder to keep articles up to date and accurate. Is that article someone wrote 3 years ago still relevant? Should that product documentation get updated every quarter?
Articles can now be verified. This indicates they’re up to date and accurate. From there you can configure timelines and notification settings for articles to be re-verified using Verification Rules.
Verification Rules allow you to use article filters to build up a list of articles and apply a frequency and notification recipients. Notify article authors every 30 days, for example.
Sign up for the article verification early access program
Support conditional ticket fields (Professional add-on and Enterprise)
The Conditional Fields app (“CFA”) is being replaced by built-in Conditional Ticket Fields (“CTF”) in Support. Conditional ticket fields allows you to define conditions on a ticket form to show only certain ticket fields based on agent and end-user input.
Please note you must have the Professional plan productivity pack add-on or be on the Enterprise plan to use conditional fields.
You can sign-up now and the early access program will begin mid-Q1. If you sign up, you'll see a call to action on your ticket forms page when your account is added to the early access program.
Sign up for the conditional ticket fields early access program
Guide flexible hierarchies (Guide Enterprise)
Flexible hierarchies allows Guide Enterprise customers to create deeper level hierarchies (up to 5 levels deep), consisting of sub-sections, sections, and categories. Articles can be added in any section, regardless of the level it is placed in the hierarchy. Coupled with this, the Arrange articles editor has been redesigned to support the additional complexity of multiple hierarchy levels.
Please note that this feature will be part of Guide Enterprise, so the EAP will be (at least initially) open to Guide Enterprise customers only.
Learn more about the flexible hierarchies early access program
GitHub integration for Guide themes
The GitHub integration for Guide themes enables Guide Enterprise Customers to fetch and update custom themes directly from private or public GitHub repositories, enabling developers and Guide managers to use GitHub as the single source of truth and avoid version confusion.
Learn more about the GitHub integration for Guide themes
Slack for Side Conversations integration
If you are using Side Conversations, this integration enables agents to start a Slack thread directly from Support and have the conversation mirrored across both systems. The feature addresses an internal use case where agents want to get help from other departments that may prefer to interact via Slack instead of Support, allowing each person to have the same conversation in the system of their choice.
Learn more about the Slack for side conversations integration early access program
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.
Learn more about the Answer Bot for Slack integration early access program
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.
Learn more about Answer Bot APIs early access program
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.
Learn more about the User Events API early access program
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.
Learn more about the Discord Integration early access program and request access
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.
Learn more about the Web Widget performance beta
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.
Learn more about the Conference beta
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.
Learn more about the Call blocking beta
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.
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Just added: Voice Prepay beta!
Voice prepay
We're changing how you pay for Voice credits towards a prepay model. This feature is currently in beta. With Voice prepay, you add calling credits to your account at an amount that works for your business. If you enable auto-recharge, we automatically re-credit your account when your credit runs low, saving your time and hassle. We can also deliver discounts to you on some bundle sizes. We're initially looking for credit card Voice customers for this beta.
A new beta for Insights users (Plus and Enterprise)!
Analytical Designer for Insights
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.
Sign up for the analytical designer beta
https://docs.google.com/a/zendesk.com/forms/d/1wZ4tv1dXwXTorRqBkroEhBdM2l7a0wKlO9ijwA9X7FI/viewform
A new beta! Knowledge Management
The Knowledge Management beta is a new application in your ticketing interface that enables you to better manage your Help Center articles. You can build basic workflows around your content to make maintaining content easier. You can also build and save dynamic lists of articles, using search, filters, sorting, and language, to support personal workflows. More functionality will be added during the beta.
Learn more about the Knowledge Management beta
https://support.zendesk.com/hc/en-us/community/posts/204877318
A new beta!
Gmail connector improvements
Currently, the Gmail connector set up on your account only receives email. We are testing a feature that would send email through Gmail as well, skipping Zendesk's servers and keeping everything in your Gmail or Google Apps account.
Learn more about the Gmail connector improvements beta
https://support.zendesk.com/hc/en-us/articles/211150428
A new beta just added!
Embeddable NPS
The Embeddable NPS beta enables you to serve a Net Promoter Score survey to your customers directly on your website. Currently, NPS surveys are only offered via email.
Learn more about the Embeddable NPS beta
https://support.zendesk.com/hc/en-us/community/posts/206587607
New-ish betas to check out!
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.
Learn more about the HTML email processing beta
https://support.zendesk.com/hc/en-us/community/posts/206085158
Play only agents
Sometimes agents cherry-pick tickets, which can mean that customers who need help might not get that help in a reasonable time frame. In this beta, you'll be able to designate certain agents as play-only agents.
Learn more about the Play Only Agents beta
https://support.zendesk.com/hc/en-us/community/topics/200470998
Macros management
Macros are an integral part of any support team using Zendesk. As support organizations grow, however, managing, maintaining, and deprecating macros can be challenging. This project aims to overhaul the entire macros management experience, including the macros list and edit pages.
Learn more about the macros management beta
https://support.zendesk.com/hc/en-us/community/posts/206934187
Hosted SSL
Introducing Hosted SSL option for Team/Regular plans along with several improvements to the provisioning experience for Hosted SSL.
Sign up for the Hosted SSL beta
https://zendesk.wufoo.com/forms/hosted-ssl-improvements-beta/
New beta you might be interested in if you're using multibrand!
Branded Ticket Forms
Those using both Multibrand and Ticket Forms have been restricted thus far in that all of their forms are available to all of their brands. This new feature set allows you to fix that problem, and restrict access to forms by brand.
Learn more about the branded ticket forms beta
New-ish beta!
Contextual Help
Contextual Help is a feature we're testing with the Web Widget that uses the web page your visitor is currently on and your Help Center content to attempt to show 3 'Top suggestions' (Help Center articles) when the widget is opened.
Learn more about the contextual help beta
A new feature for Help Center search
We are introducing a new search feature in Help Center, which offers a list of Help Center article suggestions while users typing in a search box. Users are able to skip the search result page and go directly to the article from there. This is our continuous improvements in Help Center search experience.
Sign up for the Help Center Instant beta
New beta for Voice!
Tickets for Abandoned Calls
Another beta just added!
System Status page
The beta includes an upgraded System Status web page targeted at providing incident status and updates for a customer's specific Zendesk subdomain, as well as proactive email alerts when incidents occur (coming soon). The goal is to ensure our customers know the real-time status of their Zendesk at all times.
Sign up for the System Status page beta
New beta for web widget users!
Restricted Help Center content in Web Widget beta
Until now, the Web Widget only displayed publicly-available Help Center articles. This beta lets customers use the Web Widget to embed restricted Help Center articles as well.
Learn more about the Restricted Help Center content in Web Widget beta
A new beta for you! Check it out:
Updated font and ticket properties
A new beta for Help Center! Check it out:
Improved article editing page
The current Help Center edit article page is in need of an update. As we have seen customers interact with the page, we’ve learned how the experience could be improved. The main purpose of this beta is to implement those learnings, giving agents a better writing experience.
Learn more about the Improved Article Editing Page beta
A new beta for you! Check it out:
WYSIWYG V2
New beta!
Enhanced Pathfinder app
New beta!
Zendesk-provisioned SSL
New beta for our Facebook integration.
Non-standard Wall posts
Another new beta--this one's for API users.
API dashboard
New beta for you!
System status email notifications
New beta for web widget users.
Web widget ticket attachments
New beta for Voice customers!
Voice - Indonesian Phone numbers
A new beta you'll definitely want if you're a web widget user!
Web widget customizations
New beta for our mobile app users!
Updated mobile apps
The new Zendesk mobile app for Android and iPhone provides a more valuable user interface, streamlines key mobile actions, and enables agents and admins to be more productive when handling tickets on their mobile device.
Learn more about the Zendesk mobile beta
Exciting new beta for Help Center!
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.
Learn more about the Archive and restore articles beta
New beta for Web Widget and Support SDK users!
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.
Sign up for the Web Widget ticket forms beta
Sign up for the Support SDK ticket forms beta
Very exciting and long anticipated beta!
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.
Learn more about the Private Ticket beta
New beta!
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:
Learn more about the Rich content macros beta
New beta for Talk customers!
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).
Sign up for the Multiple phone numbers beta
An early access opportunity for you!
Automatic Answers
Automatic Answers adds artificial intelligence to self-service. Powered by machine learning, questions from customers are interpreted and relevant knowledge base articles are suggested.
Sign up for the Automatic Answers early access program
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