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.
Say hello to the Zendesk Suite
A complete customer
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.
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
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
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
Redact sensitive customer information
Easily redact sensitive information like credit card numbers or social security numbers from conversations.
Learn more about redaction
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
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
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