Join the What’s New webinar for the full overview.
We’re pulling out all the stops to reveal exciting new features across our (growing) family of products. There’s something for everyone, so tune in to find out how your agents, developers and admins can keep providing the best customer experiences with Zendesk.
Make it right
A beautifully simple system for tracking, prioritising, and solving customer support tickets.
Send and receive chats and emails in the same omnichannel user interface. Access notifications, update ticket properties, and transfer chats, all without leaving the Agent Workspace.
WhatsApp for Zendesk Support
Easily connect with 1.5B users on WhatsApp and manage conversations from a unified workspace in Zendesk Support.
Sign up for WhatsApp for Zendesk.
Bring sales and support data together for a holistic view of your customer. Check out our new Salesforce integration built on Zendesk, using our UI components and backend.
Side Conversations improvements
Streamline communication and collaboration with Side Conversations enhancements—including Rich Formatting, Side Conversations API, and search.
Learn more about Side Conversations improvements.
Skills-based routing enhancements
Agents can now route and reassign skills linked to tickets without involving an admin. Improve efficiency in handling complex workflows and enable your team to be agile.
Learn more about manual routing and re-routing.
Mobile app: enhanced agent experience
Increase agent productivity on the go with new mobile enhancements, including Bulk Ticket Editing, Quick Merge Tickets, and integrated Agent Status on Talk.
Ticket Forms enhancements
Manage your ticket forms more efficiently. Reorder using drag-and-drop, and easily search and filter ticket forms by brand.
Learn more about managing your ticket forms.
Use your know-how
A smart knowledge base for better self-service and empowered agents.
Answer Bot APIs & SDKs
Easily integrate Answer Bot into any channel. Build customised experiences on top of our APIs, or add Answer Bot direct to your mobile app with our SDK.
Learn more about Answer Bot APIs & SDKs.
Schedule time-sensitive content to ensure that it’s published at the right time.
Learn more about scheduled publishing.
Store your customised theme code in third-party repositories that automatically sync with your Help Centre to keep your content looking fresh.
Learn more about the Theming API.
Help Centre unified search
Display search results from your community and multiple help centres from one place.
Learn more about the Help Centre unified search.
Strike up a conversation
Live Chat provides a fast and responsive way to connect with customers in the moment.
Web Widget Integrated Chat Experience
Allow customers to easily navigate between Zendesk Chat messages and your Help Centre content within the Web Widget.
Learn more about the Web Widget integrated Chat experience.
Mobile app updates
Increase your agent and admin productivity with our new mobile updates. Agents can now send attachments and view updated Chat-Support Wrap-ups right from their phones.
Talk it out
Call centre solution for more personal, productive phone support conversations.
Call recording opt-out
Stay compliant by offering callers the choice to opt out of call recording.
Call recording deletion API
Build customised applications to automatically delete call recordings in Talk. This API gives you more flexibility and control over privacy and data security management.
Learn more about the call recording deletion API.
IVR group routing
Assign overflow groups to an IVR route to ensure callers always reach a live agent and get the help they need.
Learn more about the EAP.
Analytics to measure and improve the entire customer experience.
Scalability and availability improvements
We’re making Explore accessible to Zendesk customers with larger ticket volumes and customers in the Asia-Pacific region.
Get started with Zendesk Explore.
We have made changes to the way your team interacts with the Explore default data schema and updated the naming conventions of several metrics and attributes.
Learn more about updates to datasets.
New metrics and attributes
We have added new metrics and attributes and changed how to handle tags, multi-value attributes, and deleted organisations in Explore.
Learn more about new metrics and attributes.
We’ve made a few updates to roles and permissions for Explore. Customers on Support Enterprise can grant access to Explore using Customised Roles. Customers with the Collaboration add-on can give light agents view-only access to dashboards.
Make a big deal of it
Sales software to enhance productivity, processes, and pipeline visibility for sales teams.
Get a shared licence for Zendesk Sell and Support—one package, one price, for sales and support teams.
Learn more about Zendesk Duet.
Apps framework for partners
Bring the power of the Zendesk App Framework and Marketplace into the world of sales. Use new (beta) partner apps like MailChimp to extend Sell to your other systems or applications.
Customise the display of your sales information in Sell, so it's easier to track and prioritise what matters to you. Manage how items like Tasks, Documents and Support tickets appear with the flexibility to collapse, expand, or rearrange information unique to each deal.
Access filterable lists of your prospects and customers on the Sell mobile app so you can manage the groups you wish to target from anywhere.
Download the Sell mobile app.
Build it your way
Powerful tools for admins and developers to build the best customer experiences possible.
Zendesk Events Connector for AWS
Stream Zendesk events in near real-time to AWS to power advanced analytics, machine learning and more.
Publish tiered versions of apps to the marketplace and let customers choose their price by feature set.
Learn more about Marketplace Apps.
Mobile SDK improvements
Integrate omnichannel support direct in your mobile apps.
Learn more about the new Chat SDK.
Expanded centralised admin centre
Control additional product and feature settings from the centralised Admin Centre.
Learn more about using the Zendesk Admin Centre.
Improve your experience
Other exciting new features and services to help you make the most of Zendesk.
Select Zendesk partners offer three months free of their products to Zendesk Suite customers.
Learn more about Suite Ready.
Get unlimited access to training with Zendesk Training Unlocked. We offer subscription plans for teams of all sizes, so you can empower your team to become Zendesk experts and provide the best experience to your customers.
Learn more about Training Unlocked.
Guide Specialist exam
Showcase your mastery of Zendesk Guide by getting certified as a Guide Specialist.
Learn more about the Guide Specialist exam.