The era of conversational CRM is here. Learn how to create unique experiences for your customers during this free virtual event. Join our free virtual event and start creating personalised customer experiences with Zendesk.
For your customers
Make it easy for your customers
Relationships are hard. Conversations don’t have to be. Wherever your customers are – and however they contact you – keep the dialogue flowing with flexible, personalised and conversational service.
New conversational channels
Facilitate seamless conversations with business partners and employees, and get tickets solved quicker, with Slack and Messaging integration.
Keep mobile conversation flowing
Android users can now share media messages on the go via the mobile app.
More tags, more clarity
Optimise bot interactions with tags that take customers to the right agent, provide context and give insights into bot efficiency.
Collect more info
Capture useful info like device, browser and language by adding an extra step into the bot flow.
Get more insights
New data sets and dashboards for messaging within Explore show just how well you’re doing.
Set your teams up for success
Giving good support requires the right tools. But giving great support requires context and insights, so you can always keep a few steps ahead of your customers.
Better ticket insights
Predict the language, intent and sentiment of incoming tickets so they can be routed to the right agent.
Bring AI into the conversation
Use the Smart Assist panel, via the Agent Workspace, to get contextual information and reply suggestions.
Customisable ticket statuses
Get everyone on the same page. Add ticket statuses so agents can see what’s happening with a ticket, share it and get it solved quicker.
Keep your business in sync
Expand operational capabilities with tools that tailor every customer experience to your business.
Simplify data with customised links
Get a complete view of every interaction by linking related tickets, users and organisations with the Lookup Relationship Fields.
Enable multiple Single Sign On
Improve user experience, decrease the number of logins and add 2FA – for agents, end users and partners.
Go live, quicker
Deploy triggers you’ve tested in the sandbox to go live via the Admin Centre, so your team can start using them right away.
Better reporting and analytics
Two new dashboards are available for Messaging and Side Conversations data sets: historical agent status dashboard with unified agent state, and Gather.
Sell smarter, not harder
Less repetitive tasks, more selling. We’ll show you how with prebuilt apps, integrations and new feature enhancements.
Advanced sales analytics
Get more data, insights and sales, with enhanced analytics and prebuilt dashboards from Sell.
Make life easier with apps
Shopify relays crucial and timely info to reps, PandaDoc makes light work of creating professional documents and Mailchimp highlights your most popular content. Try them out directly within Sell.
Sell where your customers are
Empower sales reps to reach prospects and customers on their preferred social messaging service.