Join the What’s New webinar for the full overview.
At a Glance
New year. New features. Better experiences all around.
We’ve added 20+ features that make the agent experience smoother, provide easier ways to track the performance of your team and smarter ways to help customers.
Make it right
A beautifully simple system for tracking, prioritising, and solving customer support tickets.
Not all questions have a single answer. This new field type allow agents and customers to choose the right option from a multi-select drop down menu.
Learn more about Multi-select Fields
Ticket Fields Administration
The ticket field admin page features a refreshed UI and data management functions like sort, search, filter and edit columns. This allows you to preview ticket fields before publishing.
Learn more about Ticket Fields Administration
Show your agents the apps that will help them most. With App Permissioning, admins can control which apps agents can see in their user interface.
Learn more about App Permissioning
Sandbox Reset and UI Update
To avoid any sandbox destruction, we've replaced the Zendesk admin interface with an updated design. A warning will pop up when you hit “delete all edits and reset sandbox.” This is to prevent you from wasting time and effort on building out sandboxes.
Learn more about Sandbox Updates
Integration Improvements for JIRA and Salesforce
Admins can mark JIRA projects as unavailable to agents who are using the integration. This allows for more controlled access to sensitive data. It also creates a better user experience for agents who will only see the projects they’re working on in their JIRA app in Support.
The Salesforce V5.5 update includes the ability to refresh data frequently, providing a more detailed view of the data hierarchy.
Zendesk Support Mobile App
We know it’s hard managing customer issues on the go and even trickier when an urgent response is required. Therefore, we’ve made responding to tickets a smoother experience by making improvements to the commenting feature in the Zendesk Support mobile app.
Download the Zendesk Support Mobile App
Apps Framework V2
Beginning on 1 March, updates to v1 apps will no longer be accepted. All new submissions must use the v2 framework. This new framework will continue to develop and support your team with a better experience. Existing v1 apps will continue to work as normal.
Migrate to Apps Framework V2
Our favourite new apps
Learn more in the Apps Marketplace
Use your know-how
A smart knowledge base for better self-service and empowered agents.
Answer Bot for web forms
Answer Bot is only getting smarter.
We’re adding Answer Bot’s ticket deflection capabilities to web forms. With the use of deep learning models, Answer Bot suggests useful articles when a customer submits a request. Customers will immediately see the suggested articles right when they need them.
Not to brag or anything, but customers in the Early Access Program achieved a self-service resolution rate over 18%.*
Learn more about Answer Bot for web forms
*Customers surveyed to calculate this rate were limited to EAP customers with over 10 resolutions using Answer Bot
Answer Bot in new languages
¡Hola! Or Olá! Answer Bot is now multilingual.
Everybody’s favourite bot spent the last few months learning a few new languages. It’s now fluent in Spanish and Portuguese.
Learn more about Answer Bot in new languages
Team Publishing Beta
Make the most of your Guide experience with the addition of publishing and approval workflows so larger teams can more easily collaborate on content. With Team Publishing, content managers can delegate article updates to other team members, review their changes and stage content before making it live.
Learn more about Team Publishing
“With Answer Bot, we were able to leverage powerful Machine Learning features without spending considerable time or resources on development and implementation.”
– Chris Nicolson, Technology & Project Delivery Lead, SportsBet
Strike up a conversation
Live chat software that provides a fast and responsive way to connect with customers in real time.
Dynamic Content for Shortcuts
The Dynamic Content for Shortcuts app lets you create a single shortcut, which is translated into all the languages you typically support. When a customer sends a chat, the app will detect their language and automatically send a translate shortcut.
You can say that is très bon or meget godt.
Learn more about Dynamic Content for Shortcuts
“Dynamic content with macros and shortcuts is beneficial when training new or temporary agents. It vastly improves the on-boarding experience and we find their productivity increases at a far quicker rate.”
– Neil Banks, CS Communication, Policy & Reporting Manager at Deezer
Shopify App for Chat
Integrate your Shopify data into Chat and give customers a better experience. The Shopify app for lets you access relevant customer data such as order information, billing and shipping from within Zendesk Chat. This reduces context-switching for agents, driving productivity, increasing customer satisfaction and ultimately life-time value.
Learn more about the Shopify App for Zendesk Chat
Offline Forms for Messaging Channels
Be there for your customers whenever and wherever they need help, with the Chat Offline Form. Even if your business isn’t available on live chat 24 hours a day, customers can submit questions using the offline form or transfer the conversation to a messaging channel like Facebook Messenger or Twitter Direct Messages.
Learn more about Offline Forms for Messaging Channels
Agent Status Metrics
To continue offering top-notch service as your team grows, it's crucial to track agent availability. The latest addition to Chat Analytics lets you monitor agent status, down to the specific team member. This will provide better visibility into what’s working for your team.
Learn more about Agent Status Metrics
Zendesk Message: Available to all Zendesk Chat customers
Zendesk Message lets your agents chat with customers on their favourite messaging apps like Facebook Messenger, Twitter Direct Messages and LINE. With the launch of Message as a core part of Chat, we’re making Message free for all paying Chat customers.
Learn more about Zendesk Message
Agent Analytics in Message
See how your agents are performing on all social messaging channels with Agent Analytics for Zendesk Message.
Learn more about Agent Analytics in Message
Customers or agents might send credit card numbers during an active chat, even when they shouldn’t. The credit card redaction beta automatically hides credit card numbers from active conversations and chat histories—just to be safe.
Learn more about Redaction Beta
Talk it out
Call centre solution for more personal, productive phone support conversations.
The Talk Dashboard API provides flexibility to create the custom dashboards and wallboards your team needs to manage your call centre.
Learn more about Dashboard API
Call Blocking Beta
The ability to block incoming calls is the newest gem added to our Talk Advanced feature set. The functionality allows you to block specific and/or pattern of numbers that you’ve flagged as unwanted or fraudulent.
Learn more about Call Blocking Beta
Conference Calling Beta
Agents can either transfer or add a third-party caller to an active call with customers.
Learn more about Conference Calling Beta
Request a call from Web Widget Beta
Add voice as a customer service communication channel in Web Widget. With the “Request a Callback” feature, you control when and where you offer phone support to your customers viewing your website.
Learn more about Web Widget Callback Beta
Analytics that help businesses measure and understand the entire customer experience.
Sign up for the Explore early access programme.
Outbound is the newest member of the Zendesk family of products. Outbound gives you the tools to proactively reach out to customers—to deliver targeted messages or offer support before they ask for help.
Help your business connect in new ways to create better customer experiences.