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
- Developers
- Apps and integrations
Zendesk Support
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
Delimiter removal
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.
Learn more about the Delimiter Removal LA
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
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
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
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
Zendesk Guide
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.
Learn more about the individual users in User Segments EAP
Zendesk Explore
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.
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
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.
Learn more about the dashboard sharing outside of Zendesk EAP
Zendesk Sell
The following betas are available for Sell:
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
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.
Learn more about the Sell roles and actions permissions EAP
Zendesk 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.
Developers
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.
Learn more about the side conversations API
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
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.
Learn more about the new Shopify integration 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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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
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