What’s new

Join the What’s New webinar for the full overview.

At a Glance

Time flies when you’re having business fun. For the last quarter of 2018, we’re finishing strong with a batch of new launches. We have new products joining the Zendesk family, new enhancements and features to create better experiences for everyone, and perceptive training sessions coming to a user interface near you.

Zendesk Sell iconSell

Make a big deal of it

Sales force automation software to enhance productivity, processes and pipeline visibility for sales teams

Introducing Zendesk Sell

What a deal. We’re excited to announce the newest product joining the Zendesk family, Zendesk Sell (formerly Base). Sell is sales force automation software that enhances productivity, processes and pipeline visibility. With Sell, Zendesk is bringing ease of use and simplicity of design to all sales teams. Sell is integrated with Support, so reps and agents both have the full context of a customer account.

Learn more about Zendesk Sell.

Sell app for Support

Give your agents the power to help sales. Our brand-new Sell app for Support allows agents to see sales activity on their customer interaction history in Support, deals currently in the pipeline, and can notify sales if a support conversation turns into a potential sales opportunity.

Learn more about the Zendesk Sell app in the Zendesk Marketplace.

PLATFORM

Build it your way

Tools and services to embed, integrate, and extend the functionality of Zendesk.

Sunshine Launch

Let there be light, say hello to Zendesk Sunshine. Meet our open CRM platform designed for today’s dynamic customer relationships. Sunshine is built on the public cloud, and it lets you connect and understand all your customer data—wherever it lives—so you can shed a little light on the modern customer experience.

Learn more about Zendesk Sunshine.

Mobile SDK Updates

Supercharge self-service in your mobile apps with AI-powered help centre articles, courtesy of Answer Bot for the Zendesk Mobile SDK.

Learn more about the Zendesk Mobile SDK.

Web Widget Updates

Embed seamless omnichannel support on your website with the new Integrated Chat Experience in the Web Widget, now in Limited Availability. Other enhancements include a Javascript API refresh for more control over the widget behaviour, support for new field types in ticket forms, and the ability to restrict ticket submission to authenticated users only.

Learn more about the Web Widget.

Customised Resources

We're excited to announce the General Availability of Customised Resources. Now you can store and connect additional data entities, such as products and subscriptions, to the existing Zendesk data model. Included is a new Admin Centre for modelling Customised Resources and Relationships with a new user interface, making it easier to build customised data models for your business in Zendesk.

Learn more about Customised Resources.

Events API

The Events API allows you to capture customer events— such as web and shopping basket activity— and surface them in the Interaction History in Support. Get a complete look into every customer interaction and conversation in one place to create a personalised experience. The Events API is now in General Availability.

The Zendesk Marketplace

There’s even more in our shop. Now the Zendesk Marketplace includes a partner directory—making it easier to connect to consulting and implementation partners across the globe.

Marketplace Apps Updates

We’re kicking off our Marketplace app updates with allowing Zendesk developers to start submitting free and tiered versions of apps—making it easier for customers to get started. We’re also migrating some of our popular apps to the Zendesk Apps Framework v2 — including the Time-Tracking app, Mailchimp Activity, Google Play Reviews and LogMeIn Rescue.

Central Admin

Our new Admin Centre is now in Limited Availability for Chat customers. You can manage billing, staffing, security and The Suite products in one place.

Slack Integration Updates

The new Slack for Zendesk Integration now includes AI-powered self-service resolution, courtesy of Answer Bot, and a two-way sync between Slack threads and Side Conversations for Support. Now it's easier to have a single conversation about customer issues across workspaces.

Learn more about the Slack Integration updates.

Zendesk Explore iconExplore

Dig In

Analytics for businesses to measure and improve the entire customer experience.

Zendesk Explore now available

We're happy to announce the launch of Zendesk Explore, analytics for businesses to measure and improve the entire customer experience. With Explore, you get instant access to the analytics that matter—and the deeper understanding of your customers and business that comes with it.

Explore is rolling out to customers progressively over the next few months; we will contact your team with availability information soon.

Learn more about Zendesk Explore

Explore for Admins, I

Zendesk Explore icon

Ready, set, data. Get the most from your data with our training course for Explore. It’s the best first-step in your Explore training process. Get the basics on Explore, including how to prepare for query creation, how to use custom queries, and how to add, customise, and share dashboards.

Zendesk Support iconSupport

Make it right

A beautifully simple system for tracking, prioritising, and solving customer support tickets.

Interaction History and Essentials Card

Show agents the right customer details on every ticket that comes in. With our customer context features, agents can access an essentials card that shows the customer’s relevant contact information. And with the Interaction History feature, agents can see all the past conversations they’ve had with the customer, allowing them to personalise and streamline their interactions.

Learn more about the interaction history and essentials card.

Side Conversations Notification Enhancements EAP

With the latest enhancements to side conversations, you get real-time notifications in Support when side conversations are updated. You can also catch up on side conversations activity with a notifications menu, and jump into recently updated side conversations from a single location.

Learn more about the the latest notification enhancements to side conversations.

Side Conversations and Slack EAP

Reach out to a Slack channel directly from Zendesk Support using side conversations. With this integration, agents can centralise their Slack conversations within Support when they need to reach out for help, which reduces the need to juggle multiple collaboration tools.

Sign up for the EAP here: zdsk.co/SlackSC

Email CCs & Followers - LA

Email CCs allows you to include agents and external users on ticket notifications. This will act like conventional email cc’ing functionality for agents, admins and external users. Our followers functionality allows internal users to monitor a ticket without having to notify end users.

Contextual Workspaces EAP

Contextual workspaces allow admins to create unique agent ticket interfaces customised to each agent. Each workspace is set up based on specific ticket conditions and can show or hide relevant forms, macros and apps. This helps reduce agents’ effort and increases their productivity.

Learn more about the Contextual Workspaces early access programme.

Skills Based Routing API

With the skills based routing API, you can retrieve skills and skill types, and update skills associated with both tickets and agents.

Learn more about skills-based routing API.

Premium Sandbox - GA

Innovate on the platform while minimising disruptions to your production environment. Premium Sandbox allows you to replicate and test new changes in a fully functional Sandbox while reducing operational risk for smoother product rollouts. It’s also an effective tool for training new agents in a real-world environment before they start helping customers.

Shareable URL for search in Support

Now you can copy search query strings you create in Support and share them with other users. When a user receives and clicks on the search query, the string will perform the search in their own Support instance — making it easier to share things you search for with your team.

Learn more about shareable URL for search in Support.

Support mobile: iPad Universal

We’re making enhancements to the Support iPad app so customers will get access to richer features and see improvement in the performance of the app.

Learn more about the Support mobile iPad Universal enhancements.

Support Self-Starter

Get the knowledge you need to configure your Zendesk Support instance in better ways with our training package. The package includes three self-paced courses — Zendesk Support for Admins, I, Zendesk Support for Admins, II, and Zendesk Support for Agents. It’s everything you need to level up your skills and provide better customer experiences. You’ll thank yourself later.

Learn more about the Support self-starter pack.

Support Fundamentals - LA

Zendesk Support icon

Learn how to deploy Support successfully with our training and consulting package that will teach you best practices from the start. Our package includes three self-paced courses which provide admins and agents the fundamental knowledge for Support. To sweeten the deal, you’ll receive three remote sessions with a Zendesk expert consultant—including an Account Review, go-live preparations and recommendations.

For more detials about the package, reach out to your account manager.

Enterprise Upgrade Self-Starter

Take it up a notch with our training package for admins who upgrade their account to Enterprise Zendesk Support. Get two self-paced courses providing you the opportunity to advance your skills in Support and get the most out of your upgrade. Expand your feature set and start achieving your customer experience goals in no time.

Learn more about the Enterprise upgrade self-starter pack.

Enterprise Upgrade Fundamentals - LA

Zendesk Support icon

Learn how to deploy Zendesk Support Enterprise in better ways with this training and consulting package that will teach you best practices from the start. Our package includes three self-paced courses which provide admins and agents the fundamental knowledge for Support. To sweeten the deal, you’ll receive three remote sessions with a Zendesk expert consultant—including an Account Review, go-live preparations and recommendations.

For more details about the package, contact your account manager.

Zendesk Guide iconGuide

Use your know-how

A smart knowledge base for better self-service and empowered agents.

Answer Bot for Agents

We’re adding Answer Bot’s AI intelligence in the Knowledge Capture app to improve recommendations agents use when responding to tickets. Having smarter recommendations in the knowledge capture workflow will help agents solve issues with more relevant recommendations.

Learn more about Answer Bot for Agents.

Rapid Resolve

Rapid Resolve empowers customers to close their own request, just as they can with Answer Bot recommendations when an article sent by an agent addresses their problem. This reduces your agents’ workload so they’re able to focus on customer issues that truly require a human touch.

Learn more about Rapid Resolve.

Answer Bot for Slack

Businesses use Slack to collaborate with their team and get answers to questions. Answer Bot for Slack allows your team to get answers to frequently asked questions without leaving their Slack workspace or bothering a co-worker. Answer Bot will search your knowledge base to quickly answer employee questions—allowing your team to stay focused and direct their attention to bigger issues.

Theming Enhancements

Theming enhancements give your team more flexibility to design your knowledge base with multiple theme templates, updated Copenhagen theme settings, and a GitHub theming integration launching later this quarter.

Learn more about Multiple Theme Templates.

Learn more about updated Copenhagen theme settings.

Guide for Admins, II

Upgrade your skills with Guide for Admins, II, to find out how to customise your Help Centre, best practices for driving your customers to self-service, and ways to increase ticket deflection using the Web Widget, Answer Bot and the community.

Learn more about Guide for Admins, II.

Guide Self-Starter

Get the knowledge you need to configure your Guide instance in better ways with our training package, which includes two self-paced courses. The courses will cover how to set up Guide, define user access, brand your instance, and build, manage, and organise your content. We’re also going to teach you how to customise your themes, supporting multiple brands, and how to leverage key features for ticket deflection.

Learn more about Guide Self-Starter package.

Zendesk Chat iconChat

Strike up a conversation

Live chat software that provides a fast and responsive way to connect with customers in real time.

Agent Experience Redesign - EAP

Breathe easy agents, we’re making your experience in Chat much smoother! We’ve redesigned the agent experience in Chat. With our new and improved UI, Chat agents will be able to view their list of ongoing chats in one place; conversations will be organised by visitors; and agents will have important visitor information like name, status, message preview and more ready at their fingertips.

Learn more about the redesigned agent experience in Chat.

Integrated web widget experience - LA

This new experience allows your customers to navigate between Chat and Help Centre within the Web Widget. They can receive incoming or proactive chat messages while searching or viewing articles in your Help Centre. Now you will be able to strike up a conversation with your customers wherever they are on your website, and complement it with self-service through Chat, better than ever before.

Learn more about the integrated web widget experience.

Conversation history with authenticated visitors

Give your customers a chance to refresh their memory with conversation history. Authenticated visitors starting chats from your business’ website or mobile app now have the ability to view past conversations through the chat widget.

Learn more about conversation history with authenticated visitors.

Structured messages

Create a more interactive experience for chatbot customers with structured messages, such as buttons and quick replies.

Learn more about the chatbot solution and structured messages.

Chat History (Mobile)

Increase your team’s productivity on mobile by allowing your team leads, administrators and agents the ability to view past chats on a mobile device.

Chat Self-Starter

Let’s chat about our training package that will help you configure your Zendesk Chat instance in better ways. The package includes two self-paced courses to help you build a strong foundation of Chat for admins and agents.

Learn more about the Chat Self-Starter Package.

Chat Fundamentals - LA

Zendesk Chat icon

Learn how to deploy Chat with ease through our training and consulting package teaching you best practices from the start. Our package includes two self-paced courses giving you the fundamental knowledge for Chat admins and agents. You’ll also receive three remote sessions with a Zendesk expert consultant—including Account Review, go live preparations and recommendations.

Talk to your Account Manager to learn more.

Zendesk Talk iconTalk

Talk it out

Call centre solution for more personal, productive phone support conversations.

Agent States

Allow agents to report their states or status as “Available”, “Unavailable” or “Away”. This allows calls to only route to agents who are “Available” to avoid missed calls, improve tracking and reporting.

Call blocking

Blacklist specific numbers or patterns of numbers to limit unwanted calls and protect your agents’ time.

Learn more about Call Blocking.

Conference calling

Add a third party into a live phone call with a customer so they are able to consult experts or managers for faster resolution. This allows your customers to get help without repeating themselves or transferring a call.

Learn more about Conference calling.

Talk Self-Starter

Let’s talk about our training package that will help you configure your Zendesk Talk instance in better ways. The package includes two self-paced courses to help you build a strong foundation of Talk for admins and agents.

Learn more about the Talk Self-Starter package.

Talk Fundamentals - LA

Zendesk Talk icon

Learn how to deploy Talk with ease through our training and consulting package, teaching you best practices from the start. Our package includes two self-paced courses, giving you the fundamental knowledge for Talk admins and agents. You’ll also receive three remote sessions with a Zendesk expert consultant—including Account Review, go-live preparations and recommendations.

Talk to your Account Manager to learn more.

Zendesk Benchmark

Find out where you stand

Learn best practices for enterprise customer experience and benchmark yourself against similar support teams.

New Benchmark research: Best practices for established enterprise companies

Get the guide that offers best practices, benchmark metrics and next steps for mature enterprise companies on the path to digital transformation.

Download the guide

New Benchmark research: Best practices for digital native enterprise companies

Get the guide that offers best practices, benchmark metrics and next steps for fast-growing, digitally savvy enterprise companies like Uber and Slack.

Download the guide