Current and upcoming Zendesk betas

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  • Jennifer Rowe
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    We have a new Guide beta starting soon. You can sign up now!

    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.

    Sign up for the Rapid Resolve early access program

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  • Gorka Cardona-Lauridsen
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    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.

    Sign up for the Multiple theme templates early access program.

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  • Ryan McGrew
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    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.

    Sign up for the Bulk Article Actions early access program

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  • Jennifer Rowe
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    Two new early access programs for you: one API and one integration.

    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. 

    Learn more about the User Events API early access program

    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.

    Learn more about the Discord Integration early access program and request access

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  • Ryan McGrew
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    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
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    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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  • Jennifer Rowe
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    A great new Answer Bot EAP--this time for the Slack integration!

    Answer Bot for Slack integration

    Zendesk has built a version of the Slack integration that enables Answer Bot in Slack. The Answer Bot integration addresses an internal use case where employees can use Slack to get help from Answer Bot without waiting for a coworker to reply. Answer Bot will listen on selected Slack channels and resolve questions by automatically providing users with article suggestions from your knowledge base.

    Learn more about the Answer Bot for Slack integration early access program

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  • Jennifer Rowe
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    A new EAP for Support Enterprise customers!

    Contextual workspaces

    Contextual workspaces helps to reduce agent effort in trying to find the right tools to solve their tickets, increasing their overall productivity.

    This EAP introduces the concept of workspaces that show only the macros, apps, and ticket forms that the agent needs to see when working on issues that match the scenarios you define. You'll be able to set specific conditions based on the ticket attributes - notably ticket field values and group. Agents will see just the information they need for the scenarios you've set up.

    Sign up for the contextual workspaces early access program

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  • Jennifer Rowe
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    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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  • Gorka Cardona-Lauridsen
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    A new early access program for Guide custom themes users!

    GitHub integration for Guide themes

    The GitHub integration for Guide themes enables Guide Enterprise Customers to fetch and update custom themes directly from private or public GitHub repositories, enabling developers and Guide managers to use GitHub as the single source of truth and avoid version confusion.

    Learn more about the GitHub integration for Guide themes

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  • Jennifer Rowe
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    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
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    A new early access program for Support! It's a good one!
    We're taking sign-ups now in advance of starting the early access program in mid-Q1.

    Support conditional ticket fields (Professional add-on and Enterprise)

    The Conditional Fields app (“CFA”) is being replaced by built-in Conditional Ticket Fields (“CTF”) in Support. Conditional ticket fields allows you to define conditions on a ticket form to show only certain ticket fields based on agent and end-user input.

    Please note you must have the Professional plan productivity pack add-on or be on the Enterprise plan to use conditional fields.

    Sign up for the conditional ticket fields early access program

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  • Ryan McGrew
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    Another early access program for Guide

    Guide Article Verification (Guide Enterprise)

    As your knowledge base and the number of contributors grows, it can be harder and harder to keep articles up to date and accurate. Is that article someone wrote 3 years ago still relevant? Should that product documentation get updated every quarter?

    Articles can now be verified. This indicates they’re up to date and accurate. From there you can configure timelines and notification settings for articles to be re-verified using Verification Rules.

    Verification Rules allow you to use article filters to build up a list of articles and apply a frequency and notification recipients. Notify article authors every 30 days, for example.

    Sign up for the article verification early access program

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  • Jennifer Rowe
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    In case you missed it back when this EAP opened, we've added Answer Bot for the Web Widget back to the list. The EAP is still open if you're interested!

    Answer Bot for the Web Widget

    The Answer Bot team is continuing to invest in bringing Answer Bot to all the channels and languages that our customers need. One of the most important places, we feel, for Answer Bot to really shine is within the Zendesk Web Widget.

    As a pre-chat experience (if you use Zendesk Chat), Answer Bot will also become your first line of defense prior to a chat, callback, or ticket escalation--meaning that you can truly offer great self-service, especially for requests that would otherwise be automatically directed straight to an agent. 

    Sign up for the Answer Bot for the Web Widget early access program

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  • Jennifer Rowe
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    New beta for customers supporting multiple channels:

    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.

    Sign up for the omnichannel dashboard app beta

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  • Jennifer Rowe
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    A new early access program for Zendesk Support!

    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.

    Sign up for the spam filter early access program

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  • Jennifer Rowe
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    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
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    Two new early access programs for you!

    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.

    Learn more about the Community alias early access program

    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.

    Learn more about the Statuspage integration early access program

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  • Rob Stack
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    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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  • Charles Nadeau
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    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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  • Rob Stack
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    Another early access opportunity!

    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.

    Learn more about the scheduled publishing early access program

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  • Rob Stack
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    A new early access opportunity:

    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. 

     Learn more about this EAP and sign up

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  • Jennifer Rowe
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    A couple of new EAPs for you.

    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.

    Learn more about the User segment OR tags early access program

    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.

     Learn more about the Agent workspace early access program

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  • Rob Stack
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    Two new EAP's for you.

    IVR group routing for Zendesk Talk

    IVR Group Routing enables you to configure multiple overflow groups when routing a call via IVR.
     
    By using this functionality, your customers will minimize missed calls and increase the probability of callers reaching an agent when using IVR.
     
    If you are a Zendesk Talk Professional or Enterprise customer and want to be a part of the Early Access program, signup here.

    Call recording opt-out for Zendesk Talk

    Using this new functionality, you can configure any Talk enabled phone number to let the caller opt-out from call recording by dialing 3. This functionality works for both group routing and IVR routing. 
     
    In addition to providing the ability to opt-out of call recording, we've also improved the administrator experience by creating a single place to configure per number call recording controls.
     
    If you are a Zendesk Talk Professional or Enterprise customer and want to be a part of the Early Access program, sign up here.
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