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, 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 messaging
- Trust and safety
- Apps and integrations
The following current and upcoming betas are available for Support:
- Deploying automations to production from premium sandboxes
- Data importer
- Custom objects
- New customer profile page with activity timeline
- New email spam filter for Support
- Bring your own server
- Custom layouts for tickets - Layout builder
- Summarization and text enhancing
- Conversational commerce
- Agent Home
Deploying automations to production from premium sandboxes
Zendesk is expanding the functionality to create, change, and test business rule configurations in premium sandboxes and then deploy them directly to production. In addition to deploying triggers, with is generally available, you can now deploy automations from premium sandboxes created after May 23, 2022.
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.
Zendesk provides many types of native data objects for storing and managing your customer data, including tickets, users, organizations, and more. We call these standard objects. However, standard objects can't provide every possible type of data object that your organization might want.
With the Custom Objects EAP, admins can create custom objects to capture data that doesn't fit into those standard objects. Extending the Zendesk data model with custom objects enables you to seamlessly integrate your custom data with tickets, triggers, and Explore analytics.
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.
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.
Custom layouts for tickets - Layout builder
With custom layouts, admins can use an intuitive, drag-and-drop interface, called layout builder, to create and apply custom layouts to tickets. No Developer resources are required.
With layout builder, you can feature the apps that your agents use the most by moving them out of the context panel and into the main ticket interface. You can also rearrange, resize, and stack components (such as ticket conversations and ticket properties) to improve agent workflow and reduce the time agents need to manage tickets.
If you are an admin using Zendesk Agent Workspace on an Enterprise or Enterprise Plus plan, you can sign up for the early access program.
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.
Agent Home is the one-stop-shop for agents to manage all work, including tickets, messaging conversations, and conversations you’re CC’d on or following. Agent Home works in real time, showing you tickets assigned to you and their latest updates. The page includes read and unread indicators help keep you on top of the conversation and productivity tools help you keep your workspace well-organized and tidy
If you are an admin with the Zendesk Agent Workspace activated in your account, you can sign up for the open beta program. Agent Home is ideal for customers who have Omnichannel Routing (OCR) but it works for all Agent Workspace accounts. We don’t recommend this beta if you’re using Talk or Chat.
The following current and upcoming betas are available for Explore:
This open beta introduces the Explore data exporter, which lets Enterprise customers export data from Explore datasets without any filters. This means you can easily combine data from Explore with other data sources.
New report builder
This closed 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.
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.
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.
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.
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
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.