Recent searches


No recent searches

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



image avatar

Jennifer Rowe

Zendesk Documentation Team

Edited Feb 10, 2025


23

59

59 comments

image avatar

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

0


image avatar

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

0


image avatar

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

0


image avatar

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

0


image avatar

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.

0


image avatar

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

0


image avatar

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

0


image avatar

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

0


image avatar

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

0


image avatar

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.

0


image avatar

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

0


image avatar

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.

0


image avatar

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

0


image avatar

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

0


image avatar

Kristie Sweeney

Zendesk Documentation Team

New EAP for trust and safety:

OpenID Connect

The OpenID Connect EAP allows you to set up single sign-on (SSO) using OpenID Connect. You'll be able to set it up as an SSO configuration, similar to SAML and JWT.

Learn more about the OpenID Connect EAP or sign up here.

0


image avatar

Rob Stack

Zendesk Documentation Team

New EAP added for Support and AI:

Merging related tickets based on AI suggestions

The merging suggestions feature uses AI to show tickets that might be potentially merged to the ticket agent is currently working on. These suggestions appear in the Intelligence section of the context panel within a ticket.

Learn more about the merging tickets based on AI suggestions EAP

0


image avatar

Lisa Kelly

Zendesk Documentation Team

New beta for Support

Modernized conversational experience (MCE)

The Zendesk Agent Workspace is modernizing the look and feel of the ticket conversation interface to help agents quickly absorb and parse information in a ticket. Tickets are much easier to scan and navigate so agents can quickly get the information they need.

Sign up for the MCE beta program

0


image avatar

Kristie Sweeney

Zendesk Documentation Team

New EAP for Support: 

Authenticated SMTP Connector

The Authenticated SMTP Connector in Zendesk will allow an account to create a secure inbound and outbound email connection with your email domain or service. This ensures TLS encryption, allows for authoritative sending and delivery tracking from your domain, more easily satisfies information handling, redaction, and compliance requirements or policies, and provides actionable visibility into unauthenticated email ticket creation and update events. This feature is platform-agnostic and relies on well-established protocols that already exist within most email services.

Learn more about the Authenticated SMTP Connector EAP

0


image avatar

Colleen Hall

Zendesk Documentation Team

New open beta for Support

Modifying closed tickets

This open beta allows you to modify closed tickets by adding or removing ticket tags. Modifying tags on closed tickets gives you more flexibility to correct mistakes, add context to historical tickets, and ensure that your reports and data audits are accurate.

Learn more about the modifying closed tickets beta

0


image avatar

Rob Stack

Zendesk Documentation Team

New EAP for messaging!

 

Estimated wait time for messaging channels

 

With this EAP, you can now set expectations on wait time with your customers. An admin can set up Messaging Triggers to share the estimated wait time with customers once a messaging ticket is added to the queue. The wait time is estimated based on the messaging ticket's position in the queue. You can also set up triggers to send a message once the messaging ticket is assigned to an agent.

Learn more about the estimated wait time for messaging channels EAP

0


image avatar

Elizabeth Williams

Zendesk Documentation Team

New article editor EAP for Guide

New article editor with generative AI article summaries EAP

The new article editor includes improvements designed to streamline your content creation process and boost audience engagement. With the new article editor, you have access to new editing tools, source code improvements, and new article components.

Sign up for the EAP here

0


image avatar

Sara Costa

Zendesk Documentation Team

New EAP for Zendesk WFM:

Forecast vs Actual EAP

The Forecast vs Actual EAP unveils a dynamic new reporting feature, offering users the ability to directly compare forecasted data with actual performance metrics within their operations. This reporting page is tailored to enhance decision-making and operational analysis by providing insights into Inbound Volume, Staffing, Average Handle Time, and Service Levels.

Learn more About the forecast vs actual report (EAP).

0


image avatar

Elizabeth Williams

Zendesk Documentation Team

Article multiplacement EAP

With article multiplacement, you can create one article and place it in up to ten different sections across all brands in your help center. When you update the content of the article, the content of related placements are also updated and published. This powerful feature makes it possible to create content once and share it between multiple sections and brands.

 

Sign up for the article multiplacement EAP here.

0


image avatar

Kristie Sweeney

Zendesk Documentation Team

A new version of the Authenticated SMTP Connector EAP is now available:
 

We have released another version of the Authenticated SMTP Connector EAP, which allows accounts to use a standard auto-forwarding rule for inbound email traffic to Zendesk but enables an authenticated outbound connection with your email domain so that all outbound sending for the connected addresses will occur through your domain or email service. This is ideal for cloud-based email services that don't offer authenticated outbound relays to other systems, like Exchange Online, Microsoft 365, and many others. Read more here. 

0


image avatar

Jacquelyn Brewer

Zendesk Documentation Team

New EAP for custom objects:

 

Custom objects in Guide and Explore

The Custom objects in Guide and Explore EAP provides early access to multiple enhancements to custom objects. First, lookup fields pointing to custom objects can be included in your help center request forms. Second, you can configure end user permissions to view and interact with each custom object's records. Finally, you can also leverage expanded reporting on lookup relationship fields in Explore. Together, these features allow you to integrate custom objects into your end-user's experience and collect more complete data about how lookup relationship fields and custom objects are being used.

Learn more about the Custom objects in Guide and Explore EAP

0


image avatar

Kristie Sweeney

Zendesk Documentation Team

New EAP for Support: 

 

Microsoft Exchange Connector

The Microsoft Exchange Connector allows you to integrate your non-Zendesk email servers based on Microsoft Exchange directly into your Zendesk Support instance. This is ideal for Microsoft customers looking to connect their online Microsoft 365 or Exchange servers and leverage their Exchange/Outlook workflows. 
 

Learn more about the Microsoft Exchange Connector EAP 

0


image avatar

Elizabeth Williams

Zendesk Documentation Team

New EAP

Service catalog

The service catalog is a ticket channel built for employee service that lets employees easily find and request employee services and assets from internal departments via the help center.

Learn more about the Service catalog EAP

0


image avatar

Rob Stack

Zendesk Documentation Team

New EAP for messaging:

 

Engagements reporting API

The omnichannel engagements reporting API has been launched as an Early Access Program (EAP) for eligible customers to access the engagements dataset.

Engagements represent individual legs of agent interactions in the overall ticket lifecycle.

Learn more about the engagements reporting API

0


image avatar

Colleen Hall

Zendesk Documentation Team

New custom intents EAP for the Advanced AI add-on

Custom intents

The custom intents EAP allows you to instantly create custom intents. It is added immediately to your intent list and available right away to start predicting the intent of incoming tickets. Leveraging custom intents will help you optimize and extract valuable insights about your customer service operations.

Learn more about the custom intents EAP

0


Article is closed for comments.