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
- 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 beta is 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.
The following betas are available for Explore:
New Dashboard Builder
This closed beta introduces the new Dashboard Builder, a redesigned and streamlined experience for creating dashboards within Explore. The new Dashboard Builder makes it easier and more intuitive to create dashboards that give you the insights you need to optimize your service channels.
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:
Custom objects in Sell
There are three native objects in Sell: Leads, Contacts, and Deals. However, it may be difficult to represent all of your business context using just those three objects. With Custom Objects, you can adjust Sell's data to your exact needs by defining new object types that are specific to your business, and link them to your Leads, Contacts, Deals.
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.
Flow Builder for social messaging
This EAP enables Answer Bot across your Zendesk integrated social channels, using Flow Builder to create custom conversation flows. You must have Zendesk messaging enabled to participate.
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
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. The Zendesk standard events EAP includes Talk and Support events. Guide events are now fully supported.
Guide Events app
Although the Guide Events app is still available as an EAP, the functionality provided by this app is now included as part of the customer interaction history in the Customer Context information of a ticket.
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.
There are currently no early access programs for developers.
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.
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.