Current and upcoming Zendesk betas

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109 Comments

  • Sophie McMonagle

    A new beta for you!

    Note starring and tagging in Zendesk Sell helps you to manage notes by enabling:

    1. Note starring: star new and existing notes and filter your activity feeds by starred notes
    2. Note tagging: tag new and existing notes and filter your activity feeds by tagged notes
    3. Note tags definition: the ability for admins to define note tags in Settings

    Learn more about the Sell note starring and tagging EAP

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  • Jennifer Rowe
    Zendesk Documentation Team

    Exciting new EAP for Talk and Chat users!

    Focus mode for live channels

    When enabled, Focus Mode allows agents to be online on both Talk and Chat but will only serve the agent one channel at a time. In other words, if an agent is on a call, they will not be offered chats until the call (and wrap-up) has ended. Likewise, if an agent is responding to a chat or multiple chats (up to max chat limit), then no calls will be offered to that agent until all their chats have ended.

    Learn more about the Focus Mode early access program

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  • Jennifer Rowe
    Zendesk Documentation Team

    A new beta for you! Check it out:

    Updated font and ticket properties 

    Zendesk is getting a modern font: Proxima Nova. To complete the modern feel, the ticket properties are getting a flat look to make the interface cleaner and simpler. No distractions.
     
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  • Rob Stack
    Zendesk Documentation Team

    A much requested new Explore feature is now in EAP!

    Guide knowledge base reporting

    This update extends Explore by enabling you to report on your Help Center articles. You can report on article views, sections, translations, article votes, and more. The EAP includes a new Knowledge Base pre-built dashboard and also gives you access to the underlying metrics and attributes so you can write your own reports.

    Learn more about the Guide knowledge base reporting EAP

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  • Jennifer Rowe
    Zendesk Documentation Team

    The Knowledge Capture app early access program is open!

    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.

    Sign up for the the Knowledge Capture early access program

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  • Sophie McMonagle

    A new beta for you to try out!

    Sell voicemail

    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.

    Learn more about the Sell voicemail EAP

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  • Jennifer Rowe
    Zendesk Documentation Team

    New beta for Voice customers!

    Voice - Indonesian Phone numbers

    We are expanding the range of phone numbers we can provide you. Into beta now we have access to Indonesian phone numbers. 
     
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  • Jennifer Rowe
    Zendesk Documentation Team

    New beta for our Facebook integration.

    Non-standard Wall posts

    Facebook pages allow for lots of different custom actions, many of which the current Zendesk integration with Facebook does not support. "Publishable" posts, more commonly referred to as "Dark" posts are a means of creating posts which are segmented to a specific audience, showing up in their feeds but never appearing on your page's wall. "Hidden" posts occur when you change your Facebook settings to require your approval before anyone can post. They appear in a special moderation queue in Facebook, and won't appear publicly on your wall until you mark them "allowed on page". By signing up for this beta you can provide us with feedback on a new set of features that allow you to collect either Dark or Hidden Facebook posts, and reply to them through Zendesk tickets.
     
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  • Jennifer Rowe
    Zendesk Documentation Team

    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

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  • Jennifer Rowe
    Zendesk Documentation Team

    Two days in a row! Another early access program for Guide.

    This is the one you've been waiting for!

    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

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  • Jennifer Rowe
    Zendesk Documentation Team

    Hi everyone,

    We have a new beta for you:

    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.

    Learn more about the System Font Stack Beta

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  • Darren Chan
    Zendesk Documentation Team

    The Shopify integration EAP includes some new features: 

    • Refunds and cancellations: Agents can now action a Shopify order refund or cancellation through the Support sidebar app without leaving the context of their ticket. This new feature includes both full and partial refunds for orders that have been fulfilled, and full cancellations for orders that haven't been dispatched.
    • Shopify events and profiles for Sunshine: Shopify 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.

    Learn more about the new Shopify integration early access program

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  • Jennifer Rowe
    Zendesk Documentation Team

    New beta!

    Zendesk-provisioned SSL

    Zendesk-provisioned SSL allows you to secure your host mapped brands at the click of a button. Zendesk will obtain, provision and manage SSL certificates for all your host mapped brands at no additional cost.
     
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  • Rob Stack
    Zendesk Documentation Team

    Another early access opportunity!

    Talk agent recording controls

    We know our customers need to prevent sensitive and personal end-user data from being stored in call recordings. This new functionality gives more flexibility and control over how they manage privacy and data security in Talk, by allowing agents to pause and resume the recording of an active call.

    We’ll be improving the administrator experience by making this setting configurable. Admins will be able to configure the Agent Recording Controls separately from the recording setting on the number. They will also be able to configure if call recording continues after the call has been transferred by an agent to an external number. 

    Learn more about the Talk agent recording controls EAP

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  • Jennifer Rowe
    Zendesk Documentation Team

    An new beta for Guide Professional users!

    Answer Bot in the web form

    Answer Bot uses machine learning to respond to web form request submissions with an automated pop-up that lists potentially relevant knowledge base articles. This encourages self-service in your customer base and increases deflection opportunities with Answer Bot.

    Learn more about the Answer Bot in the web form beta

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  • Jennifer Rowe
    Zendesk Documentation Team

    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 

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  • Jennifer Rowe
    Zendesk Documentation Team

    Great new beta for Web Widget and Talk users!

    Web Widget Callback

    With this beta, Talk customers will be able to enable voice contact options in the Web Widget. Now, with Request a Callback you can control where and when you offer phone support on your website. Alternatively, with Call Us, you can display your phone number and customers can call you.  

    Learn more about the Web Widget Callback beta

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  • Jennifer Rowe
    Zendesk Documentation Team

    The Help Center unified search results early access program has reopened! 

    Help Center unified search results page

    The current Help Center search results user interface presents search 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 try to 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.

    Learn more about the Help Center unified search results page early access program

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  • Jennifer Rowe
    Zendesk Documentation Team

    And another new beta! This one's for Shopify integration users.

    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. 

    Learn more about the enhanced Shopify integration beta

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  • Jennifer Rowe
    Zendesk Documentation Team

    New EAP for Guide:

    Federated Help Center search

    Until now, when you searched a Guide Help Center, the content that you could find to help you resolve your issue was limited to Guide Articles and Gather community posts. However many Zendesk customers have great self service content on websites, blogs, other Knowledge bases, learning management systems, and on other community platforms. 

    The Guide Federated Help Center search EAP enables you to surface all that great content hosted outside Guide and Gather in your Help Center search results.

    Learn more about the Federated Help Center Search EAP

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  • Ryan McGrew
    Zendesk Product Manager

    Answer Bot for Agents

    Answer Bot for Agents brings the power of Answer Bot directly into the Support agent interface, making access to knowledge faster and more accurate than ever. We are excited to offer this EAP to Answer Bot customers, helping agents access knowledge faster and easier than ever before.

    Learn more about Answer Bot for Agents

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  • Jennifer Rowe
    Zendesk Documentation Team

    New beta for Voice!

    Tickets for Abandoned Calls

    Customers call into Zendesk Voice and may hangup or abandon a call at various different stages of the call such as when they are waiting in the queue, while they are going through an IVR or when they are in voicemail.  When this happens we do not create a ticket for the call as by default we only do this for calls connected to an agent or when a voicemail is left. In this beta we arer providing the capability to have tickets created for these abandoned calls so you can have these as part of your workflow and be proactive and reach out to the customer helping you to deliver a better customer experience overall. 
     
     
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  • Rob Stack
    Zendesk Documentation Team

    We've just added two new early access opportunities!

    Side conversations API

    Side conversations were introduced in June of 2018, and customers have been using them to start conversations with vendors, partners, and other departments directly from their tickets. The API for side conversations enables these conversations to be created programmatically.

    The API provides most of the functionality available in the UI and also introduces an incremental export endpoint that provides all of your side conversation data for archiving or analysis.

    Learn more about the side conversations API

    Side conversations rich text editor

    With this new editor, your agents will be able to introduce formatted text to their side conversation messages, This can be helpful for getting ideas across or making information more readable and understandable. This EAP is available to all Collaboration Add-on customers.

    Learn more about the side conversations rich text editor

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  • Jennifer Rowe
    Zendesk Documentation Team

    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 

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  • Jennifer Rowe
    Zendesk Documentation Team

    A new early access program for Side Conversations users!

    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

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  • Jennifer Rowe
    Zendesk Documentation Team

    New beta for Guide!

    Guide Team Publishing

    Team Publishing is a new feature of Guide to allow for a more collaborative workflow for articles. It includes article workflow states to support a publishing workflow, article changes for making updates to an article without affecting the live article, and article assignment for making article updates.  

    Learn more about the Guide Team Publishing beta

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  • Jennifer Rowe
    Zendesk Documentation Team

    A much requested community feature is going into EAP for Zendesk Gather.

    Badges

    We are working on adding user badges to Zendesk Gather. Badges offer a great way to reward and recognize users for their great behavior in your community. With the research leading up to this EAP we've uncovered a lot of different use-cases and styles of for badging, including gaming trophies, community titles and roles, achievements of good behavior, and more. With this EAP you will be able to define badges within many such categories, and there's a lot of freedom to customize your badges to suit your community.

    Learn more about the Gather badges EAP

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  • Charles Nadeau
    Zendesk Documentation Team

    A new EAP opportunity for mobile developers!

    New mobile Chat SDK

    The current version of the mobile Chat SDK has been around for a couple of years. Based on your feedback, we've completely re-written the Chat SDK for Android and iOS to improve reliability, stability, and performance. The new Chat SDK is built on top of our new Unified Messaging Interface, which allows for the interoperability of the Chat SDK with other Zendesk SDKs.

    Learn more about the Chat SDK

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  • Jennifer Rowe
    Zendesk Documentation Team

    New EAP for you! Taking signups now but not opening for a little while.

    Multiple group views

    Administrators can create views and share them with multiple groups of agents. Previously, administrators could add only one group of agents to a view. Now, you can consolidate view definitions, share them more widely, and reduce redundancy.

    Zendesk is taking sign ups for this feature, but the EAP will not be available for a few months. You will receive an email when you have been added and when the EAP has started. Sign up for the multiple group views EAP.

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  • Jennifer Rowe
    Zendesk Documentation Team

    We've got a new Answer Bot early access program for developers:

    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

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