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Feature Request - Native A/B Testing



Posted Oct 04, 2023

Hey Zendesk team, it doesn't look like there's an easy way to do A/B testing with tickets in production right now through Zendesk's native tooling. Currently, it looks like the only way to accomplish this is through some custom tooling of webhooks and APIs, as detailed in these posts:

https://support.zendesk.com/hc/en-us/community/posts/4409515169306-Using-Liquid-Markup-to-A-B-Test-Your-Triggers

https://roca.work/blog/ab-testing-in-zendesk

I'm personally learning about Webhooks and APIs as I can to try and skill up to do this, but it's a pretty significant barrier to entry that requires some very specific technical knowledge. As we're definitely not the first to try and accomplish this goal (as per the existence of these articles), a native A/B testing solution in Zendesk would be amazing. 

Boiled down to the simplest requirement, all that's really needed to make this feasible is a trigger or rule that causes all incoming tickets to be tagged as A or B (or A/B/C, A/B/C/D, depending on the test) and alternate between them / rotate through the list. Then with a test group (A) and a control (B), abracadabra, you have working A/B testing in Zendesk.

For a short term fix, would it be possible for an Engineer to implement trigger conditions / logic that achieve the described rotation above?


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Shawna James

Community Product Feedback Specialist

Hi Andy, thank you for providing your feedback. This has been logged for our PM team to review.
 
For future reference, I want to point you in the direction of our product feedback template which has been designed by community members and PM's to help users provide as detailed feedback as possible so that our teams can understand and highlight the most important aspects of your product feature request. You don't need to make any changes to your post now but wanted to make sure you had this template for your reference for future posts!
 
For others who may be interested in this feature request, please show your support by upvoting the post or adding your specific use case in the comments. Thank you again for taking the time to provide us with your feedback! 

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Hi ,

Is this something that will be available this or next year?
In my organization, we also wanted to do some A/B tests to check customers reaction.

 

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