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. There are also occasionally other opportunities to give feedback on features while they are being developed.
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 opportunities for you to give input in the following areas:
- Zendesk Support
- Zendesk Explore
- Zendesk Guide
- Zendesk Sell
- Zendesk Talk
- Zendesk messaging
- Admin Center
- Apps and integrations
The following betas are available for Support:
- New email spam filter for Support
- Macro content suggestions
- Access log API
- Bring your own server
- Automated triage
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.
Macro content suggestions
Macros are a valuable tool that save agents time and help provide end users with consistent support. But knowing which macros to create is not always straightforward. The new macro content suggestions EAP makes it easier to determine which macros will be most useful for your agents and end users.
Access log API
The Access log API provides access to a 90 day record of what agents have accessed in your account. We call these the “read” events and the Access log API is your record of read events for your account. Creation, update, and deletion events for settings and configurations are captured separately in the Audit log.
Bring your own server
Currently, Zendesk customers are required to use Zendesk's email servers and domains when using the email channel (note: ignoring the Gmail connector). The Bring Your Own Server feature will expand upon this and allow Zendesk's customers to connect their external mail servers to their Zendesk instance, thus making the integration with Support more seamless. In particular, we anticipate this will help with pain points around email forwarding, encryption in transit, and more.
Please note: We're currently in the discovery phase of this project and this does not mean that there will be a beta or EAP, but your input in the form below will help direct the prioritization of the features included with this project. We'd appreciate your input.
Automated triage uses artificial intelligence to enrich your tickets with intent and language predictions without the help of agents or admins. You can then use this information for setting up views for teams, automating with triggers or automations, and enhancing Explore reports.
The following betas are available for Explore:
New dashboard builder
This beta introduces the new dashboard builder, a redesigned and streamlined experience for creating dashboards within Explore. The new dashboard builder makes it easier and more intuitive to create dashboards that give you the insights you need to optimize your service channels.
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.
Help center search crawler
The help center search crawler lets you easily surface great self service content that is not hosted in the help center when your end users and agents search for answers to their issues.
When we launched Federated Search, we made it possible to display links to external content that is helpful to your customers (but not native to your help center) in the help center search results. For example with Federated Search, search results display links to relevant external content (such as webpages or blog posts) alongside help center results (such as articles, posts, and comments) when it is relevant to the query.
Until now, this functionality was made possible by ingesting records of that content via the external content API, and therefore required that you build and maintain a middleware to integrate the service, website, LMS, blog, etc. that host the external content and the help center.
With the help center search crawler, you will be able to set up a crawler in a few clicks to achieve the same results with no coding.
The following betas are available for Sell:
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.
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.
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
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.
The following beta is available for messaging.
Power-up your internal help desk with Slack Direct Messages
Give your employees the freedom to engage with their internal help desk teams via Slack. This will raise a request within Agent Workspace that can easily be resolved by a team member, freeing up their time to focus on big picture items. Be the first to gain access to this exciting new feature.
The following betas are available in Admin Center:
- Routing tickets and messages by priority and agent availability
- A unified way to set agent status across Support, Messaging, and Talk
Routing tickets and messages by priority and agent availability
Zendesk has a variety of ways to route tickets, but the Routing EAP provides a way to route tickets and messaging conversations based on both ticket priority and the availability of agents. The result is that the most important work items are routed to the agents most available to resolve them quickly.
A unified way to set agent status across Support, Messaging, and Talk
Rather than needing to manually maintain separate statuses for Support, Messaging, and Talk, the Agent Statuses EAP provides a way for agents to set a single status that defines their availability across these products. In addition to the standard statuses, admins can also define additional custom statuses for their agents to use.
There are currently no early access programs for developers.
Apps and integrations
The following betas are available for apps and integrations:
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.