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:
- Guide user segment OR tags
- Zendesk Agent Workspace
- Zendesk Guide scheduled publishing
- New Salesforce Integration - built on Zendesk
- New mobile Chat SDK
- Side conversations API
- Side conversations rich text editor
- Statuspage integration for Support and Chat
- Community alias in Help Center
- Help Center unified search results page
- New email spam filter for Support
- Omnichannel dashboard app beta
- Answer Bot SDK
- Answer Bot APIs
- User Events API
- Zendesk Support Discord integration
- Web Widget performance
- Talk additional numbers now available
Guide user segment OR tags
We are adding the ability to define User Segments where tags can be combined with the OR operator in addition to the existing AND operator. This should provide an ability to define more flexible segments where users with separate tags are allowed access to the same content.
Zendesk Agent Workspace
The agent workspace enables agents to work seamlessly across Zendesk channels, all within a single interface. Agents can use the appropriate channels to address issues, without being restricted to the channel in which the customer originally made contact.
Agents can manage Support, Chat, and Talk conversations within the same ticket. They don’t have to switch between dashboards to view and track customers issues. They have a full, customer-centric view of their work, enabling them to provide faster, better, and more-personalized service.
New Salesforce Integration - built on Zendesk
We are pleased to announce this Early Access Program (EAP) for the new Salesforce Integration - Salesforce Integration built on Zendesk. As part of our platform vision, we're exploring ways to make Zendesk built integrations more open, flexible and consistent.
The vision behind this new integration is to provide our customers with a superior experience with integrating Support and Salesforce by building on Zendesk's infrastructure using Salesforce public APIs.
Zendesk Guide scheduled publishing
Scheduled publishing for Guide Enterprise lets you schedule a date and time in the future to publish your Help Center articles. You can schedule one or more articles and configure different publishing schedules for each article translation.
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 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.
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.
Statuspage integration for Support and Chat
The Statuspage integration enables agents to view Statuspage incidents through an app in Support and Chat, so they can keep up-to-date on any service incidents or degradation, and can quickly provide customer support.
When your agents are viewing tickets in Support or responding to customers in Chat, they can see when new incidents occur or maintenance is underway. They can also obtain more details of incidents, making them more aware of any service disruptions that may impact your customers.
Help Center Community alias
The Alias feature enables users in the Help Center Community to have an alias that sits on top of their full name and displays everywhere in the Help Center.
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.
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.
Omnichannel dashboard app beta
We are conducting customer research for Zendesk to get a better understanding of the data needs for real-time monitoring across multiple channels. This beta app is an early prototype of an omnichannel dashboard that provides real-time insight into channel performance across Zendesk Support, Chat, and Talk.
Answer Bot SDK
The Answer Bot team is continuing to invest in bringing Answer Bot to all the channels and languages that our customers need. The Android and iOS versions of our Answer Bot SDK brings the Answer Bot functionality to your native mobile apps experience.
As a pre-support experience, Answer Bot SDK can offer a first line of defense prior to the creation of a Support ticket. This means that you can truly offer great self-service especially for requests that would otherwise be automatically directed straight to an agent.
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.
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.
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.
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.