What’s New at Zendesk

The Zendesk Suite delivers everything you need to set teams up for success and keep your business in sync. This quarter, we’re building further on these values, so we can help you carry on doing what matters most: keeping customers happy.

Available in English only.

Photo: Woman on her phone
Sticker: New!

Say hello to the Zendesk Suite

A complete customer
service solution

Make it easy for your customers

Offer support in ways convenient for your customers, so it’s simple for them to get the answers they need.

Set up your teams for success

Help your agents, admins and internal teams do their best work. Zendesk offers robust out-of-the-box tools which are quick to set up and easy to use.

Keep your business in sync

Customise to your heart’s content with an open and flexible platform that you can scale, extend, and optimise as your business changes.

Messaging

Keep the conversations going

Allow customers to switch from web messaging to email so they can easily continue the conversation.

Learn more about continuous conversations from messaging to email

Support global customers with AI

Flow Builder now supports 17 different languages so agents can automatically translate conversations across web, mobile and social channels.

Learn more about auto translation and more languages to Flow Builder

Measure your success

Real-time metrics such as volume, agent availability and wait times are now available for messaging.

Learn more about real-time analytics for messaging

Track customer satisfaction

Businesses can now easily send and analyse CSAT surveys related to messaging conversations.

Learn more about CSAT for messaging

See what else is new

Also new this quarter:

  • Embedded Voice web widget
  • Messaging support in the sandbox

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

See release notes

See our Early Access Programmes

Sticker: New! Sticker: New!

Self-Service

Improve your self-service strategy

New publishing and article analytics show how your team contributes and how customers engage with your help centre content.

Learn more about article reporting and team publishing reporting

Search knowledge across your help centre

Many Zendesk customers also have great self-service content in other places like websites, blogs, learning management systems, etc. Now your help centre search can surface results from external sources.

Learn more about federated search

More updates to self-service

Also new this quarter:

  • Pre-fill ticket forms for your customers

Take a look at our release notes for everything else coming to self-service this quarter:

See release notes

See our Early Access Programmes

Agent Experience

Redact sensitive customer information

Easily redact sensitive information like credit card numbers or social security numbers from conversations.

Learn more about redaction

More updates to agent experience

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

See release notes

See our Early Access Programmes

Apps and Partners

New Shopify app feature

Shopify processes transactions instantly by automatically tagging tickets that have a refund or cancellation request. In addition, you can now detect customer details with just a phone number.

Learn more about our new Shopify app updates

Bidirectional integrations with AWS

Integrations with AWS are now bidirectional. Send real-time event data between Zendesk, AWS and other SaaS applications seamlessly — without coding.

Learn more about the AWS integration updates

New and noteworthy apps

Prebuilt Marketplace integrations drive better customer experiences and help your teams work faster with data and tools.

The Zendesk for Discord Bot offers smooth and personalised support to your customers. Your users stay in Discord and your agents stay in Zendesk - how 'bot that?

Branding your help centre with templates form Lotus Themes enables seamless self-service experiences.

Resolve tickets directly in Asana with cross-team collaboration, surfaced ticket information and task creation.

Learn more about new and noteworthy apps

More updates to apps and partners

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

See release notes

See our Early Access Programmes

Sales

Close more deals

Give your sales reps a game plan, then provide them with context and related opportunities automatically.

Learn more about task improvements and task player

Automate lead and conversion outreach

Convert leads to deals with our new API endpoint and use Zapier to automatically add new leads to Reach sequences.

Learn more about enrolling leads in Zapier and lead conversion public API

The right tools for collaboration

More tools make it easy for reps to create and view complete tickets. Collaboration between sales and support just got a whole lot easier.

Learn more about our collaboration updates

Use your existing phone system

Businesses can now integrate their current phone system, like Genesys or Avaya, into Zendesk.

Learn more about our Sell CTI toolkit

More updates to sales

Also new this quarter:

  • HTML signatures

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

See release notes

See our Early Access Programmes