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:
- User Events API
- Zendesk Support Discord integration
- Guide multiple Theme Templates for categories, sections and articles
- Guide Bulk Article Actions
- Guide Rapid Resolve
- Guide Permission Groups
- Right-to-left language support for the Support agent UI
- Web Widget integrated Chat experience
- Web Widget performance
- Conference for Talk
- Call blocking for Talk
- Talk additional numbers now available
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.
Guide multiple Theme Templates for categories, sections and articles.
Multiple theme templates for categories, sections and articles gives theme developers the ability to create and apply multiple different templates to different pages of the same type. This enables theme developers to adapt the design of categories, sections and article pages to the content of each page.
Guide Bulk Article Actions
You often need to update a single property to a number of different articles at once. Be that applying labels, publishing or something else. With bulk article actions, you can now modify multiple articles at once.
Guide Rapid Resolve for the Knowledge Capture app
One essential step in the support flow is closing the open request when it has reached a resolution. This is currently done manually, either by the requester or by the agent. When using Answer Bot, the requester can automatically close their ticket when they open the suggested article. We are testing out a similar behavior to the Answer Bot experience, but for all links sent to the end-user through the Knowledge Capture app.
Guide Permission Groups
Permission in Guide have historically been applied via the "Who can manage?" setting for sections and applies to all articles in that section. This has historically had many limitations like allowing some agents to edit and others to publish, allowing agents to manage some articles in a section and not others and allowing more agents into the knowledge creation process.
Permission Groups in Zendesk Guide allows customers to build and configure custom permissions based on User Segments and apply them to articles.
Right-to-left language support for the Support agent UI
Zendesk Support is now capable of supporting RTL languages such as Arabic and Hebrew for agents in Support. The feature is currently available in beta.
For some languages, most of contents and UI elements should originate from the right-hand side of a page, flowing toward the left. The agent UI has its entire UI reversed, including all text, icons, tables, drop-downs, modals, and whatever other visual elements that get rendered on the screen.
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.