Current and upcoming Zendesk betas and early access programs (EAPs)

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  • Aimee Spanier
    Zendesk Documentation Team

    New Agent Workspace beta for messaging and live chat

    Auto-accept for messaging and live chat

    Auto-accept functionality automatically assigns messaging and live chat conversations and end-user queries to specified agents in the Agent Workspace. With this feature, agent capacity utilization will always be at maximum.

    Sign up for the EAP here  

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  • Erin O'Callaghan
    Zendesk Documentation Team

    New EAP for Advanced AI

    Similar tickets

    The similar ticket feature enables agents to see a list of similar tickets in the Intelligence section of the context panel when they're working on a ticket. By seeing how similar issues were addressed, agents are able to solve tickets more efficiently.

    Sign up for the similar tickets EAP

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  • Lisa Kelly
    Zendesk Documentation Team

    New EAP for Conversation flow configuration

    Conversation flow configuration - Layout builder

    To create the optimal conversation flow for your agents, you can use layout builder to configure how conversations and the composer appear in a custom ticket layout. See Configuring the conversation flow and composer location in tickets.

    This feature is part of the Layout builder early access program. You need an Enterprise plan with the Zendesk Agent Workspace activated to make these changes.

    Sign up for the Layout builder early access program here

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  • Elizabeth Williams
    Zendesk Documentation Team

    New EAP for Guide:

    Customizable CSAT Configuration EAP

    EAP participants can use the new Customer satisfaction page in Admin Center to configure the CSAT experience for ticketing channels (Web form, Email, API).  As with the current experience, you can also configure optional open-ended or drop-down follow up questions for users who submit a negative rating. However with this EAP, you can also change the question text used for the open-ended question or remove the open-ended question if you don’t want it to be part of the survey. 

    Learn more about the Customizable CSAT Configuration EAP

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  • Elizabeth Williams
    Zendesk Documentation Team

    New EAP for Guide:

    Expanding text with generative AI in Knowledge

    This EAP launches the new AI-powered text expansion feature in Knowledge. Text expansion in Knowledge harnesses Generative AI powered by OpenAI’s Enterprise GPT, and automatically improves your content by adding additional language to original text. 

    Learn more about the Generative AI in Knowledge early access program

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  • Aimee Spanier
    Zendesk Documentation Team

    Two new EAPs for Zendesk bots! 

    Generative replies for bots

    Create a conversation bot that automatically generates a response to customer queries based on help center content.

    Learn more about generative replies here

    Bot personas

    Customize your bot's personality and tone of voice by automatically generating variations of select bot responses, such as welcome and fallback messages and generative replies.

    Learn more about bot personas here

    These EAPs are part of the Generative AI EAP.

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  • Jacquelyn Brewer
    Zendesk Documentation Team

    New beta for Support:

    Deploying automations from premium sandboxes

    Zendesk is working to enhance premium sandbox functionality by supporting the deployment of new and updated automations directly to production rather than requiring admins to recreate them manually. This is already fully supported for triggers.

    Learn more about deploying automations to production

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  • Jacquelyn Brewer
    Zendesk Documentation Team

    New EAP for Support:

    Object triggers for custom objects

    Object triggers enable you to create and run triggers based on events with your custom object records. You can build condition statements based on custom field values and define actions that update field values on the same object. The custom object doesn't need to have any relationship to tickets at all.

    Learn more about object triggers for custom objects

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  • Colleen Hall
    Zendesk Documentation Team

    New beta for Support

    Merging organizations

    This open beta introduces the ability for admins to merge two organizations into one. You can save time and effort by automating the updates to the organizations themselves as well as the associated tickets and users.

    Learn more about the Merging organizations open beta

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  • Kristie Sweeney
    Zendesk Documentation Team

    New beta for Support:

    Timed ticket deletion

    Zendesk is working to provide you with the right capabilities for deleting tickets once you no longer need them. This helps you comply with global privacy legislations such as GDPR and CPRA, in addition to helping you manage your data storage.

    This feature allows admins to delete archived tickets after a selected number of days since the tickets have been closed and last updated. See Enabling timed ticket deletion for archived tickets (beta).

    Sign up for the Timed ticket deletion beta program

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  • Lisa Kelly
    Zendesk Documentation Team

    New EAP for Admin Center

    High-volume API dashboard

    Zendesk is working to provide customers with better visibility into their API traffic and usage profile. For qualified customers, Zendesk is offering early access to a new, high-volume API dashboard in Admin Center.

    This dashboard provides you with clear, insightful access to API usage in your account. The dashboard displays aggregate API traffic volume against account limits, includes up to 90 days historical views into API traffic volume, and more. See Managing API usage

    Apply for EAP access to the high-volume API dashboard.

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  • Erin O'Callaghan
    Zendesk Documentation Team

    New open beta for Explore:

    New report builder

    This open beta introduces the new report builder, a newly redesigned reporting experience that makes data exploration and report creation more efficient and intuitive for beginners and advanced report builders alike.

    Learn more about the new report builder open beta

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  • Colleen Hall
    Zendesk Documentation Team

    New EAP for Tymeshift WFM:

    Automatic shifts rotation period

    This EAP lets admins in Tymeshift define rotation periods for automatic shifts. By defining rotation periods, agents' shift start times are automatically rotated based on the time period you defined, which frees managers from having to decide a specific order in which to rotate shifts.

    Learn more about the automatic shifts rotation period EAP.

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  • Jacquelyn Brewer
    Zendesk Documentation Team

    New EAP for Support

    Brand spaces

    Brand spaces gives admins the ability to assign agents to brands, and then restrict agent access to tickets only within their assigned brands. You'll use an updated version of the Brands page in Admin Center, along with the Team members page to configure this. While agents are restricted to tickets within their brand spaces, admins maintain access to settings and tickets across your Zendesk instances.

    Learn more about the brand spaces EAP

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  • Erin O'Callaghan
    Zendesk Documentation Team

    New EAP for Support

    Redaction suggestions

    The redaction suggestions feature automatically highlights certain types of personally identifiable information (PII) within a ticket. Agents with permission can then click the highlighted PII and quickly redact it. This helps keep confidential information out of Zendesk.

    Learn more about the redaction suggestions EAP

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