At Zendesk, we value the feedback of our customers and consider it an important part of the 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.
These are our products that have current and upcoming betas:
- Zendesk Support
- Zendesk Guide
- Zendesk Explore
- Zendesk Sell
- Zendesk Talk
- Apps and integrations
The following betas are available for Support:
- Delimiter removal
- Advanced workflow for Support
- Child ticket side conversations
- Side conversations search
- Side conversations role permissions
- Side conversations follow-up tickets
- New email spam filter for Support
- Web Widget performance
Participants in the Delimiter Removal limited availability (LA) program can remove the delimiter from email notifications in order to improve the email experience for end users. The delimiter looks automated and machine-generated. Without it, emails look cleaner and may feel more personal.
Advanced workflow for Support
We are launching a new workflow orchestration engine designed to apply business logic to any object within the Zendesk eco-system. This is additional to our current business rules which only execute on ticket save.
Our solution is API-first and this EAP is for the phase-1 roll-out of API. We will be adding UI for this functionality later.
Child ticket side conversations
This EAP introduces the ability to start side conversations with groups or agents within your Support instance by creating a child ticket assigned to them. This EAP is available to customers with the Collaboration add-on.
Side conversations search
This EAP introduces a Side Conversations tab to the search results page so agents can retrieve side conversations based on content. This EAP is available to customers with the Collaboration add-on.
Side conversations role permissions
Not every agent should be able to create or reply to side conversations. This EAP introduces the ability to disable side conversation creation and replies for custom roles. This EAP is available to customers with the Collaboration add-on.
Side conversations follow-up tickets
This EAP introduces the automatic creation of a follow-up ticket when a side conversation that belongs to a closed or archived ticket receives a reply. This EAP is available to customers with the Collaboration add-on.
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.
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.
The following betas are available for Guide:
Individual users in Guide user segments
This EAP allows you to select individual users to add to a user segment.
Selecting individual users makes it easy to grant users access to an article, topic, or moderator group in Zendesk Guide and Zendesk Gather. User segments are central to many use cases and we want to make segmentation simple to work with for all customers.
The following betas are available for Explore:
- Aggregation level functions
- Improved large query performance
- Explore dashboard sharing outside of Zendesk
Aggregation level functions
This update gives you more control over the level of aggregation for your Explore metrics. Currently, when you add a metric and multiple attributes to a query, the metric is sliced by all of the attributes. With these new functions, you’ll be able to specify exactly which attributes will slice your metrics. If you used Insights, you’ll recognize this as similar functionality to the BY keyword.
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.
Explore dashboard sharing outside of Zendesk
The EAP enables your editors to create public or password-protected links to any of your live dashboards and share them with anyone, including people that don’t have access to your Zendesk instance. These links can also be used to broadcast dashboards to a live monitor in your office, allowing all your team members to monitor volume and performance.
The following betas are available for Sell:
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
Sell roles and actions permissions
Permission enhancements for roles and actions in Zendesk Sell help you to manage your users:
- Actions permissions provide a broader range of settings to allow you more control and security around who can do what with your data. Admins can restrict a user from modifying, creating, deleting, or changing the owner of leads, contacts, and deals.
- A role determines what users can do with lead, contact, or deal in Sell. You can create custom roles, where you specify how users assigned this role can view, create, and manage their own, and other users' records in Sell.
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 betas are available for developers:
New mobile Chat SDK
The current version of the 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.
Side conversations API
Side conversations were introduced in June of 2018, and customers use 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.
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.
Apps and integrations
New Shopify integration
The new integration rationalises and updates the Chat and Support apps into a single integration which is managed in the Admin Center. You can add the Web Widget to your Shopify store from the Admin Center, so customers can contact your support team whilst they’re on your website.
We’ll also be releasing new features like refunds, cancellations, matching orders to customers based on other customer attributes, and other updates to the Support and Chat sidebar apps.
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.