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:
- Emojis for Zendesk Chat
- Article Revisions
- Macro Preview
- System Font Stack
- Knowledge Capture app
- Multi-select fields
- Collapsed Internal Notes
- Help Center unified search results page
- Analytical Designer for Insights
- Talk additional numbers now available
Emojis for Zendesk Chat
Emojis are now available in Zendesk Chat for agents to insert into chats with visitors and agents alike. These numbers are still in beta and not available to all, as we want to know if they require improvements.
Article Revisions helps you keep track of different versions of the articles in your knowledge base. It enables you to see who made changes in an article and restore previous versions if something has gone wrong. Combined with the history view, revisions helps any content manager keep tabs on what is going on in Guide.Learn more about the Article Revisions beta
We're removing the uncertainty that comes when choosing a macro. Agents will be able to test out macro previews to make faster, better-informed decisions when applying a macro.
System Font Stack
Be the first to test out the transition from Proxima Nova to a System Font Stack. Instead of just listing fonts that may be slow to render or have missing characters, a system font stack (like those used by GitHub, the WordPress admin, and the non-content parts of Medium) attempts to use the same font that your system does for all its own UI.
Knowledge Capture app
Knowledge Capture app enables your agents to improve knowledge as they go, by capturing collective knowledge, and building on it over time, to respond to support requests more effectively. The app enables agents to search Help Center articles from the ticket, add article links to tickets, add inline feedback to articles, and create new articles.
A Multi-select field is a field which allows you to choose multiple values from a list. Sometimes agents or end users creating or updating tickets need to pick several items, and a single answer won't do, or won't be precise enough.
Collapsed Internal Notes
Conversations can get cluttered with a lot of internal back and forth. To help you focus on what you need, you'll now see internal notes collapse when there are 4+ in a row.
When you have 4+ internal notes in a row, they will collapse to form an internal note group. You'll see an overview of the first and last note to get the information you need at a glance. We'll always show 6 lines of the latest internal note and 4 lines of the first internal note.
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.
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.
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.