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
- Apps and integrations
The following betas are available for Support:
- Custom ticket statuses
- New customer profile page with activity timeline
- Omnichannel routing for email and messaging tickets
- New email spam filter for Support
- Macro content suggestions
- Access log API
- Bring your own server
- Intelligent triage
Custom ticket statuses
All customers on Agent Workspace can now enable the ability to create new ticket statuses. The custom ticket statuses EAP allows you to create and manage new, more granular ticket statuses. New ticket statuses you create can also be used in triggers, automations, SLAs, macros, and views.
New customer profile page with activity timeline
Customer profile pages in Zendesk Support are getting a new look within the Zendesk Agent Workspace. The new page pulls together important data, actions, and context about the customer. Agents can focus on delivering support rather than collecting information from different places.
Omnichannel routing for email and messaging tickets
The omnichannel routing beta enables you to direct tickets from email, messaging, web form, and API to team members based on their availability, capacity, and ticket priority. Using omnichannel routing means that the highest priority tickets are assigned to the agents who are most available to work on them.
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.
Intelligent 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.
New request list experience
The help center, by default, offers the option for end users to submit requests. End users who submit requests can also manage their support requests in the customer portal.
The new request list experience (Beta) improves the way in which end users can manage large numbers of requests in the customer portal. When you enable the new request list experience in your theme, end users can use the new combinable filtering options to refine the requests they want to manage as well as new column configuration options to show/hide columns.
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.
Add Slack Direct Messages as a new messaging channel for Zendesk
Engage with customers, partners and employees via Slack Direct Messages. Once a direct message is sent to your Slack business handle, a request is raised within Agent Workspace that can easily be tracked and addressed using all the power of Zendesk automation and workflows. Be the first to gain access to this exciting new feature.
The following beta is available for developers:
Messaging in the Unity SDK
In 2020, we launched our first native Unity SDK to give our gaming customers a quick and easy way to bring the power of Zendesk seamlessly into their games. Since then, Zendesk announced Messaging to help customers deliver rich conversational experiences connected across web, mobile, or social apps. The new version of the Unity SDK includes messaging capabilities.
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.