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. We may also provide other feedback opportunities during the development process
In addition to participating in betas and early access programs (EAPs), 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 Talk
- Zendesk bots
- Tymeshift workforce management
- Trust and safety
Participation in betas and EAPs is completely optional, and availability may be limited. Please be aware that pre-release features and functionality:
- May not always function as expected or meet your particular needs.
- Are not subject to any Zendesk Service Level Agreements (SLAs) that may be applicable to your Service Plan.
- Are not considered “BAA Covered Services” or “HIPAA-Enabled Add-Ons” under your Business Associate Agreement (BAA) with Zendesk if you are entitled to and have signed one.
- May be discontinued or significantly modified at Zendesk’s discretion.
When a beta or EAP closes, Zendesk will often make the feature or functionality generally available to all eligible Zendesk customers. The feature or functionality may be included in an existing Service Plan, or it may require the purchase of an Add-On. Upon general availability, beta or EAP participants may be required to upgrade Service Plans or purchase an Add-On in order to continue accessing the feature or functionality.
The following current and upcoming betas are available for Support:
- Ability to merge organizations
- Object triggers for custom objects
- Deploying automations from premium sandboxes
- Data importer
- New customer profile page with activity timeline
- New email spam filter for Support
- Bring your own server
- Summarization and text enhancing
- Conversational commerce
- Similar tickets
- Timed ticket deletion
- High-volume API dashboard
Ability to merge organizations
Admins can merge one organization into another. When organizations are merged, all users, open tickets, and domains are merged into one organization - the receiving organization. The merging organization is deleted after the merge completes. All changes related to an organization merge are recorded in the audit log. Additionally, tickets that are part of the merge show the change in their ticket events log.
Learn more about merging organizations.
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.
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.
Zendesk is progressively replacing the current bulk data importing functionality with the data importer. This new, more intuitive tool will provide a consistent experience across types of imports, logging of import activity, and supports imports of files up to 1 GB in size. The Data importer page in Admin Center currently supports the import of new organization data.
In future releases, we'll add support for using imports to update existing organizations as well as importing custom object and user data, too.
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.
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.
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.
Your input in the form below will help direct the prioritization of the features included with this project. We'd appreciate your input.
Summarization and text enhancing
Zendesk offers several AI-powered features that help agents be more productive while still providing a high level of customer service. These features, which harness generative AI powered by OpenAI’s ChatGPT, include:
- Summarization: Recaps the comments that have been added to a ticket so far, helping agents get up to speed and respond to customers more quickly.
- Enhancing: Automatically improves the content of agent-written comments by expanding or shifting the tone of an agent's response.
With conversational commerce, you can turn everyday support conversations into revenue generating opportunities. Agents will be equipped with product recommendations, promotion sharing, and payment handling, all within the conversation.
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.
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 beta 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).
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.
The following current and upcoming betas are available 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.
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.
The following current and upcoming betas are available for Guide:
- Expanding text with Generative AI in Knowledge
- Customizable CSAT configuration
- New request list experience
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.
This feature can help you to quickly and efficiently create expanded content for articles and content blocks. You can now write a short note or bullet points in the article editor, then use the Expand text tool to expand the content into a complete paragraph. If you don’t like the expanded suggestion, you can retry up to five times until you receive the content that fits your needs.
Customizable CSAT configuration
EAP participants can use the new Customer satisfaction page in Admin Center to configure the CSAT experience for ticketing channels (Web form, Email, API). You can use the new Admin center experience to:
- Edit the CSAT survey question to tailor it to your needs
- Select a rating scale range with either 1-2, 1-3, or 1-5 scale increments
- Edit the label text for each rating
- Select the rating type (numerical, emoji, or custom text)
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.
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.
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 current and upcoming betas are available for Zendesk bots:
Generative replies for bots
Create a conversation bot that automatically generates a response to customer queries based on help center content.
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.
Trust and safety
The following early access program is available for trust and safety.
Advanced Encryption empowers enterprises with management and control over encryption keys, ensuring that Service Data stored in Zendesk Services can’t be read in plain text by an external party and is only decrypted just in time to enable our services. This feature also helps our customers comply with data protection and privacy obligations and strengthens their security posture.
This feature is commonly referred to as Bring Your Own Key / Hold Your Own Key / Customer Managed Key Encryption.
Advanced Encryption capabilities will be released incrementally, beginning with an Early Access Program (EAP) in early 2023. The first release will encrypt a subset of user fields and will only be available for sandbox use, with a production release coming later. Additional features and fields to be encrypted will be added throughout the coming year.
Tymeshift workforce management
The following EAPs are available for Tymeshift workforce management (WFM):
- Define a rotation period for automatic shifts
- Track agent time with Google Chrome extension
- Workforce management audit log
- Tymeshift WFM automations
- Combined workstreams and workstreams prioritization
- Bulk edit time off and bulk delete shifts
- WFM Reports API
Define a rotation period for automatic shiftsThis 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.
Track agent time with Google Chrome extension
Tymeshift admins can track how agents spend time outside of Zendesk by using the Zendesk time tracker Google Chrome extension and configuring extension tracking. Extension tracking allows general tasks to be mapped to specified URLs. When agents can install the Zendesk time tracker extension from the Google Chrome web store, their activity is tracked when they visit any of the specified URLs.
Learn more about the extension tracking EAP.
Workforce management audit log
The WFM audit log shows various changes in your Tymeshift account since the feature's activation. Admins with permission can view what changes were made, when, and by who.
Learn more about the WFM audit log EAP.
Tymeshift WFM automations
Similar to Zendesk automations, WFM automations perform an action when the conditions you define are met. Additionally, you can use WFM to send notifications to your team in Zendesk.
Learn more about the Tymeshift WFM automations EAP.
Combined workstreams and workstreams prioritization
Admins can combine workstreams, as well as prioritize workstreams so that you can ensure that you’re covering the right work at the right time.
Learn more about the combined workstreams and workstreams prioritization EAPs.
Bulk delete shifts and bulk add time off
Admins can quickly make changes to their schedule by deleting shifts and adding time off in bulk.
Learn more about the bulk delete shifts and bulk time off EAPs.
WFM reports API
The WFM reports API is a powerful new tool for you to harness your data more effectively. This endpoint allows you to extract data from both default and custom reports by specifying the ID of the desired report template.
This EAP is upcoming and will be available for sign up soon.
The following early access program 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.