Current and upcoming Zendesk betas

Have more questions? Submit a request

84 Comments

  • Jennifer Rowe
    Comment actions Permalink

    Two new betas! One for URL and HTTP target troubleshooting and one for JIRA integration users.

    Target failures log

    The Target Failures log is an interface designed to help you troubleshoot URL & HTTP Target request failures. 

    Learn more about the target failures log beta

    JIRA field syncing

    We are currently working on a great new feature for our JIRA integration: the ability to sync data between Zendesk Support and JIRA. This will improve information sharing between the two systems, for better collaboration between Support and Engineering teams. 

    Sign up for the JIRA field syncing beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    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

    0
  • Jennifer Rowe
    Comment actions Permalink

    New Help Center beta!

    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. 

    Learn more about the Help Center search results page beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    New beta!

    Editor apps overview

    For anyone who has used apps before, you know that they can be an extremely powerful extension for your tools. We've taken the power of the Zendesk Apps Framework and brought it into the conversation. Apps can now be given a new location within the Rich Text Editor in comments. They appear as native looking icons in the editor toolbar, alongside the native formatting and attachment icons. 

    Learn more about the Editor Apps Overview beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    Two new betas for Talk customers!

    Talk callback from queue

    Deliver a better customer service experience by allowing your customers to choose between waiting on hold in a queue and requesting a callback. When customers select callback, their places are held in the queue and their call is automatically returned when an agent is available to talk with them.

    Callback from queue is available for Talk Advanced customers only.

    Sign up for the Talk callback from queue beta

    Talk call monitoring tool

    Call Monitoring is an effective management tool that enables managers to train, support, and assess agent performance in real-time while they are on calls. Managers will now have access to a new Live calls dashboard where they can choose to interact with an agent's call by listening or barging into it.

    Learn more about the Talk call monitoring tool beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    We have a new beta! The beta open March 31st, but you can sign up now.

    Multi-select fields

    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. 

    Learn more about the Multi-select fields beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    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

    0
  • Jennifer Rowe
    Comment actions Permalink

    This one will be starting soon! You can sign up now!

    Guide user segments

    User Segments help you manage groups of agents or end-users that can view content in your knowledge base or community. Each User Segment is used to restrict access to a given Section in your knowledge base or Topic in your community based on a specific set of attributes. This enables you to easily manage who can view specific content.

    Sign up for the Guide user segments early access program

    0
  • Jennifer Rowe
    Comment actions Permalink

    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

    0
  • Jennifer Rowe
    Comment actions Permalink

    Awesome new beta starting for Guide! 

    Article Revisions

    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

    0
  • Jennifer Rowe
    Comment actions Permalink

    Hi everyone! If you're using Zendesk Chat, we have a new beta you might want to check out.

    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.

    Sign up for the Emojis beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    New beta for Talk customers!

    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. 

    Learn more about the Call blocking beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    Exciting new beta for Guide users! You can sign up now. The beta will start soon.

    Theming Center for Guide

    Theming Center is an update to the theme editing and authoring interface Zendesk Guide. The beta includes a new interface for making changes, improved theme management capabilities, an expanded set of Curlybars, and some features for developers to build more flexible and customizable themes.

    Learn more about the Theming Center beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    Yay! A new beta for Zendesk Talk:

    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.

    Learn more about the Conference beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    New API beta!

    Custom Resources API

    The Custom Resources API provides a flexible and relational data store that lives inside Zendesk. It can easily be used from the Zendesk Apps Framework - as well as from external applications - through simple web API requests.

    Custom Resources empowers you to model more complicated relationships in Zendesk. The possibilities are endless - from assets for your IT team and product catalogs for your support team, to the zodiac signs of your customers.

    Learn more about the Custom Resources API beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    Great new beta for Web Widget users!

    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. 

    Learn more about the Web Widget performance beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    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

    0
  • Jennifer Rowe
    Comment actions Permalink

    Another beta for Answer Bot! 

    Answer Bot multi-language support

    Answer Bot is currently English only. We will extend the capabilities of Answer Bot to Portuguese and Spanish languages. With high accuracy, Answer Bot will detect the language of the request and suggest articles from the matching locale. 

    Learn more about the Answer Bot multi-language support early access program

    0
  • Jennifer Rowe
    Comment actions Permalink

    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

    0
  • Jennifer Rowe
    Comment actions Permalink

    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

    0
  • Jennifer Rowe
    Comment actions Permalink

    We have a new beta for the Support Mobile SDK!

    Support Mobile SDK v2 for Android

    The beta provides access to the Support SDK v2 for Android. There are a lot of new and enhanced features in this beta including a modern design with simplified theming and a conversational UI to bring all of the desired Zendesk Support features.

    Learn more about theSupport Mobile SDK v2 for Android beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    We have a great new beta, with updates to our KC app:

    Knowledge Capture App v2

    We have listened to feedback and made some updates to our Knowledge Capture app. The goal is to rethink the integration and some of the interactions in the app, and make it easier and more intuitive to use.

    Learn more about the Knowledge Capture app v2 beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    Awesome new beta for Enterprise customers:

    Skills-based routing in Support

    Skills-based routing is a new feature we’re building for the Enterprise plan. It’ll let customers automatically match tickets that require specific skills with the agents who have those skills -- improving efficiency and replacing cumbersome workflow configurations. The feature is currently in beta but Enterprise customers can apply for early access.

    Sign up for the Skills-based routing beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    Two new betas! One for apps and one for Guide.

    Expand/collapse apps

    Agents can sometimes feel overwhelmed by the apps that appear in their interface. This can be because of the number of apps installed or the fact that most of the apps may be irrelevant for the task the Agent is currently working on.

    We have been working on an enhancement to the apps tray that allows Agents to collapse unwanted or irrelevant apps. This feature is now available for Beta testing.

    Learn more about the Expand/collapse apps beta

    Guide Google documents importer

    We know that there are lot of different options when it comes to writing content. Additionally, when teams start using Zendesk for the first time they likely already have some documentation written. 

    We want to allow our customers to get that content quickly into Zendesk Guide so they can start using it in Zendesk Support for their agents and to publish to their Help Centers for their customers to use.

    To that end we've built a way to select and import a set of documents from a Google Drive account into your Zendesk Guide knowledge base.

    Learn more about the Guide Google documents importer beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    An exciting new early access program for Support:

    Collaboration Threads

    After talking with lots of customers about their workflows, we’ve seen a recurring theme where teams are jumping through hoops when trying to get multiple conversation threads going with various people in order to solve a ticket, especially if those people aren’t Zendesk Support agents. Threads aim to solve the problem of needing to do things like creating and linking multiple tickets, manually manipulating the requester and CCs on tickets to simulate separate conversations, or leaving Support altogether and just sending regular emails in order to contact people to help with the ticket.

    Learn more about the Threads early access program

    0
  • Jennifer Rowe
    Comment actions Permalink

    New beta!

    Status Page API

    We are getting ready to release an HTTP API for our public status page at status.zendesk.com. This API will allow you to programmatically query the current status of various Zendesk products and services by providing your account's domain e.g. youraccount.zendesk.com.

    Learn more about the Status Page API beta

    0
  • Aimee Spanier
    Comment actions Permalink

    New EAP for Slack users!

    Slack for Zendesk Support integration

    Announcing a new integration between Zendesk Support and Slack. Zendesk and Slack have been collaborating on this product to deliver the best experience to our mutual customers. This built by Zendesk integration will supersede the current, built by Slack integration at some point in the future.

    Learn more about the Slack for Zendesk Support early access program

    0
  • Jennifer Rowe
    Comment actions Permalink

    New early access program for Web Widget and Chat!

    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.

    Learn more about the Web Widget Integrated Chat Experience early access program

    0
  • Jennifer Rowe
    Comment actions Permalink

    A new beta:

    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.

    Learn more about the Right-to-left language support for the Support agent UI beta

    0
  • Jennifer Rowe
    Comment actions Permalink

    Exciting new early access program for Guide users!

    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.

    Learn more about the Permission Groups early access program

    0

Article is closed for comments.

Powered by Zendesk