At Zendesk, we value the feedback of our customers and consider it an important part of 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.
We are offering current and upcoming betas in the following areas:
- Zendesk Support
- Zendesk Guide
- Zendesk Explore
- Zendesk Sell
- Zendesk Talk
- Zendesk messaging
- Cross product
- Sunshine
- Developers
- Apps and integrations
Zendesk Support
The following beta is available for 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
Zendesk Guide
The following betas are available for Guide:
Content blocks
We know that our customers want a better way to create, manage, and update content that lives across multiple articles or help centers. We are addressing this need by introducing content blocks, a Guide Enterprise feature that allows you to do just that.
With this functionality, you’ll be able to capture things like common troubleshooting steps, rules and regulations, disclaimers, etc. as a content block, and then insert into multiple articles and across multiple help centers.
Learn more about the Content Blocks EAP
Knowledge in the Agent Workspace
Now you can find everything in one place to answer questions across tickets, chats, and social channels - no more sorting through multiple tabs or multiple open windows. The integration of the Knowledge app with Agent Workspace uses Answer Bot's analysis of your conversation to scan data from your help center articles and community posts, and then provide relevant links and suggestions. Use this suggested content from your knowledge base, and community, to easily insert links into conversations or quote the most relevant section of an article or post. You can also use the the Knowledge Capture dashboard in Explore, to see how you use content to provide information.
Learn more about Knowledge in the Agent Workspace EAP
Zendesk Explore
The following betas are available for Explore:
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.
Learn more about the aggregation level functions EAP
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.
Learn more about the improved large query performance EAP
Zendesk Sell
The following betas are available for Sell:
Custom objects in Sell
There are three native objects in Sell: Leads, Contacts, and Deals. However, it may be difficult to represent all of your business context using just those three objects. With Custom Objects, you can adjust Sell's data to your exact needs by defining new object types that are specific to your business, and link them to your Leads, Contacts, Deals.
Sign up for the custom objects in Sell EAP
WhatsApp for Sell
WhatsApp for Sell allows businesses to use Sunshine Conversation’s functionality within Sell to receive and answer messages. Unmatched messages will create new leads in Sell and Sell users can send and receive messages in the side bar app. This EAP is exclusively available for customers on the Sell Elite plan who have a Sunshine Conversation plan.
Learn more about the WhatsApp for Sell EAP
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
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
Learn more about the Sell conference calling EAP
Zendesk Talk
The following beta is available for Talk:
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.
Zendesk messaging
The following beta is available for messaging:
Instagram Direct available for approved customers
Approved customers can now add Instagram Direct as a social messaging channel. If you wish to be considered for early access, reach out to your account manager.
Learn more about the Instagram Direct EAP
Cross product
The following beta is available for use with multiple products.
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
Sunshine
The following betas are available for Sunshine:
Sunshine Objects change events API
The Sunshine Objects change events API is a new custom objects endpoint. It allows custom object events to the created, updated, and deleted.
Learn more about Sunshine objects change events API beta
Zendesk standard events
The Zendesk standard events makes events from Guide, Talk, and Support available in Sunshine. They can be retrieved using the Sunshine events API, or viewed in the customer context in a ticket. Guide events can also be viewed in the Guide Events app.
Learn more about Zendesk standard events EAP
Guide Events app
The Guide Events app displays a customer’s interactions with your Help Center content in a ticket. It provides insights on what articles a customer has viewed, allowing more personalized support by recommending unread articles, and also identifying articles that result in customer tickets.
Learn more about the Guide Events app EAP
Developers
There are currently no early access programs for developers.
Apps and integrations
The following betas are available for apps and integrations:
Shopify Profiles & Events for Sunshine integration
The new Shopify integration supports 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 Profiles & Events for Sunshine early access program
Salesforce integration logging
The integrations logging EAP is available for all admins using the Salesforce integration. This feature provides a centralized logging experience in Admin Center. It displays data syncing activities between Salesforce and Zendesk. This helps to identify and diagnose any issues and have greater visibility into the integration's performance.
Learn more about the Salesforce integration log early access program
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New EAP for Help Center articles!
Guide scheduled unpublishing for articles
With Scheduled Unpublishing you will be able to schedule when articles are being unpublished, or schedule both publishing and unpublishing in one workflow.
Learn more about the scheduled unpublishing EAP
Check out our new Sell EAPs!
Sell roles and actions permissions
Permission enhancements for roles and actions in Zendesk Sell help you to manage your users:
Learn more about the Sell roles and actions permissions EAP
Sell object distribution
Object distribution in Zendesk Sell provides a "round robin" capability for allocating leads, contacts, and deals. This feature allows you to create and use multiple distribution pools for assigning leads, contacts, and deals to people within your organization.
Learn more about the Sell object distribution EAP
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
New Sunshine EAP to work with your data:
Sunshine Data Manager
The Sunshine Data Manager gives you full control over your Sunshine custom objects and relationships in Admin Center. Previously you could only use Admin Center to define the schema of object and relationship types. Now you can also create, read, update, and delete object records and relationship records based on your schemas. No coding required!
Learn more about the Sunshine Data Manager EAP.
A new early access opportunity!
Explore tag reporting enhancements
This EAP adds a new Explore function, "INCLUDES" that provides much requested new capabilities for tag reporting in Explore including:
Learn more about the Explore tag reporting enhancements EAP.
Just added: individual users in Guide User Segments!
Grant individual users access to an article, topic, or moderator group in Zendesk Guide and Zendesk Gather.
Be the first in line to try it out, by signing up now using this form. We expect to start turning on the feature for EAP customers by March 2020.
Two new EAPs:
PII data deletion for Support Enterprise
This early access progress (EAP) adds a PII data deletion option to your Zendesk Support admin settings. This option automatically scrubs personally identifiable information (PII) from tickets after the ticket is closed.
You must have an Enterprise plan to use this option. When the EAP ends, it may become part of a paid add-on.
Learn more about the PII data deletion EAP
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.
Learn more about the Advanced workflow EAP
A new beta!
Sell conference calling
Conference calling in Zendesk Sell includes new features that help you to:
Learn more about the Sell conference calling EAP
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
We have some EAPs starting for Side Conversations (which is part of the Collaboration add-on).
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.
Learn more about the Child Ticket Side Conversations EAP
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.
Learn more about the Side Conversations Search EAP
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.
Learn more about the Side Conversations Role Permissions EAP
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.
Learn more about the Side Conversations Follow-up Tickets EAP
Hi everyone, we've just added a new EAP for Explore.
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.
Learn more about the improved large query performance EAP
We have a new early access opportunity for Explore!
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.
Learn more about the aggregation level functions EAP
A new EAP for developers:
Zendesk SDK for Unity
The Zendesk SDK for Unity allows your game development teams to integrate the complete Zendesk support capabilities natively into your Unity 3D game. It makes it as simple as dragging and dropping. We’re offering this Early Access Program to give some of our customers early access to the new SDK. The objective is to work closely with you to make improvements to the integration experience and get your feedback as we continue to build the core functionality.
Learn more about the Zendesk SDK for Unity
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
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
Another EAP for Guide. This one is a for a feature that has been much-requested by customers!
Content blocks
We know that our customers want a better way to create, manage, and update content that lives across multiple articles or help centers. We are addressing this need by introducing content blocks, a Guide Enterprise feature that allows you to do just that.
With this functionality, you’ll be able to capture things like common troubleshooting steps, rules and regulations, disclaimers, etc. as a content block, and then insert into multiple articles and across multiple help centers.
Learn more about the Content Blocks EAP
The Shopify integration EAP includes some new features:
Learn more about the new Shopify integration early access program
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
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
Adding new functionality to the Zendesk Agent Workspace!
Knowledge in the Agent Workspace
Agents can use content from your knowledge base, and community, to answer questions across tickets, chats, and social channels. This makes it a powerfully productive tool for agents to get information and answers that are relevant to the conversation they're engaging in - without having to leave the conversation or manage multiple browser tabs.
Sign up for the Knowledge in the Agent Workspace EAP here.
WhatsApp for Sell
New in! WhatsApp for Sell EAP
WhatsApp is the most popular mobile messenger app worldwide, used by more than 1.5 billion people in over 180 countries. WhatsApp for Sell allows businesses and users of the WhatsApp messaging app to interact via Sunshine Conversation’s functionality within Sell.
Sign up for the WhatsApp for Sell EAP here.
New EAP for Sell:
Custom objects in Sell
There are three native objects in Sell: Leads, Contacts, and Deals. However, it may be difficult to represent all of your business context using just those three objects. With Custom Objects, you can adjust Sell's data to your exact needs by defining new object types that are specific to your business, and link them to your Leads, Contacts, Deals.
Sign up for the custom objects in Sell EAP
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