What’s New at Zendesk

Customer expectations are always evolving; that’s why this quarter is all about agility. Check out our latest product features that enable flexibility and help you stay productive through change.

Available in English only.

Sticker: New!

Make it easy for your customers

Offer your customers the freedom of choice, convenience and flexibility with a personalised service across popular channels like messaging, the fastest-growing channel of 2021.

Interact with customers on Instagram

Respond to Instagram story replies and direct messages from your customers right from the Agent Workspace with Instagram Direct.

Set support availability with business hours

Support your customers all hours of the day by customizing online and offline flows based on your business hours.
Available in August.

See the full solution

Switch the conversation from web to social

Make it easy for customers to switch from web messaging to social, so they can keep the conversation going without disruption.
Available in October.

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See how your automation strategy performs

Analyze Answer Bot engagement to improve your automation strategy and level up your messaging experience.
Available in September.

See what else is new

Take a look at our release notes for everything else coming to messaging this quarter:

See release notes

See our Early Access Programmes

Sticker: All New!

Set up your teams for success

Empower your agents to manage increased support volume with powerful tools that provide more customer context and space to focus right out of the box.

Access the right customer context

Locate relevant customer context in one place for better agent efficiency with the context panel. Agents can access valuable customer details, like recently viewed help centre articles and community posts, in knowledge view.

Enable focus mode

Cut out the noise for agents with new ways to handle one live channel at a time with focus mode.

Enhance call routing

Improve call escalations or agent-to-agent transfers with transfers only. This enables more customised routing for tiered support teams and avoids agents having to answer calls right away, so they have room to focus.

See what else is new

Check out our release notes for everything else coming to the agent experience this quarter:

See release notes

See our Early Access Programmes

Sticker: Very New! Sticker: New!

In case you missed it

See What’s New on-demand

Keep your business in sync

Expand Zendesk's possibilities on the platform that helps tailor every customer experience to your unique business.

Sunshine, the platform with limitless possibilities

Your bright future awaits. Sunshine enables you to expand, customise and integrate all your existing systems into Zendesk so you can offer personalised experiences beyond your wildest imagination.

Zendesk and Microsoft Teams join forces

Take action on tickets right in Microsoft Teams, which syncs all the context in Zendesk so your employees can work on their preferred channels. Feature coming soon.

New APAC data location controls

Businesses in APAC can now address their data residency requirements by storing their data in the region with new data location controls.

See what else is new

Check out our release notes for everything else coming to platform this quarter:

See release notes

See our Early Access Programmes

Sticker: Ultra New!

Sell smarter, not harder

Arm your sales teams with prebuilt apps, integrations and new feature enhancements, enabling them to spend less time on repetitive tasks and more time selling.

Work faster with apps and integrations

Get all the right apps and integrations that set your reps up for success via the Zendesk Marketplace. Apps like PandaDoc, Monday and Tray.io make it easier for reps to collaborate, automate workflows and focus on charming prospects.

Automate your sales tasks

Complete your to-do list faster with the enhanced task player. Later this quarter, email sequences will let you nurture the right contacts and qualify leads by allowing customers to unsubscribe.
Available in September.

Get the information you need, faster.

Leave more room for context with an updated navigation bar that now features a full-width user interface.
Available in August.

Upcoming features

Customised objects let you define new object types that are specific to your business. Link these to Leads, Contacts and Deals so you can utilise data the way you want.

See what else is new

Check out our release notes for everything else coming to Sell this quarter:

See release notes

See our Early Access Programmes