What’s new

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

At a Glance

It’s the last quarter of 2019 and we’re going out with a bang. Keep scrolling to learn about the new products and features now joining Zendesk. Learn how to create a better customer experience in a conversational way with Sunshine Conversations, and the value of customer community forums with Zendesk Gather. There’s something for everyone, so jump right in!

Zendesk Support iconSupport

Make it right

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

Agent Workspace

Send and receive chats and emails in the same omnichannel user interface. Get notifications, update ticket properties, and transfer chats without leaving the Agent Workspace. All while accessing Chat functionalities such as Apps, Operating Hours, Ratings, and Attachments too.

Learn more about 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.

New Salesforce Integration built on Zendesk

New integration that brings together sales and support data for a more holistic view of your customers.

Multiple Group Views

Manage Views more effectively by sharing a single View with multiple groups of agents.

Mobile app updates

Bulk edit, quick merge tickets, and change Talk agent status straight from the Zendesk Support mobile app.

Email Delimiter

The email delimiter Early Access Programme removes the `### Reply above this line ###`, creating a better end-user experience for customers using Zendesk as their email client.

Zendesk Guide iconGuide

Use your know-how

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

Scheduled publishing

Schedule a future date to publish an article. Manage time-sensitive content to ensure the right content is published at the right time.

Learn more about scheduled publishing.

Unified and multiple help centre search

Display search results from your community and all your help centres in one place. Empower customers to find the knowledge they need more easily, no matter where it lives.

Learn more about Unified Search Results.

Learn more about Multiple Help Centre Search.

Flexible User Segments

Configure more flexible user segments in Guide based on their user tags.

Learn more about Flexible User Segments.

User Segments for Answer Bot API

Get your audience the content that’s most relevant to them. The Answer Bot API now allows developers to control the list of articles that Answer Bot suggests to each Guide user segment.

Learn more about the Answer Bot API and Guide User Segments.

Zendesk Gather iconGather

Come together

A community forum for customers to connect and collaborate.

Introducing Zendesk Gather

Introducing Zendesk Gather, community forum software that creates a space for customers to interact and collaborate with your business and each other.

Learn more about Zendesk Gather.

Aliases

Allow community members to create nicknames for added user profile personalisation.

Learn more about enabling aliases.

@mentions

Encourage one-on-one conversations to flow within your community by responding direct to members involved on a thread.

Community Moderator Groups

Empower members to become community moderators by assigning varying levels of permissions. Moderators are given the ability to feature, flag, hide, edit, and move posts.

Learn more about creating and managing community moderator groups.

Zendesk Chat iconChat

Strike up a conversation

Live Chat provides a fast and responsive way to connect with customers in the moment.

Mobile app updates

For teams on the go, you can be more efficient with operating hours and chat routing in the Chat mobile app.

Recent updates for Chat Enterprise

For heavy chat-users, we have some great improvements for scalability, routing settings through our REST API, and visitor ban list management.

Zendesk Talk iconTalk

Talk it out

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

Agent Recording Controls

Maintain customer privacy by allowing agents to pause and resume the recording of an active call.

Learn more about Agent Recording Controls.

Call Recording Permissions

Offer callers the choice to opt in or out of call recordings. Specify call recording settings by phone number.

Learn more about Call Recording Permissions.

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 IVR Group Routing.

Zendesk Sell iconSell

Make a big deal of it

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

Sell Apps

Access the first batch of Sell Apps from the Zendesk Apps Marketplace. Avoid switching between tools by accessing your favourites—such as MailChimp or PandaDoc—direct in Sell.

Sign up for a free trial of Sell.

User Roles

Simplify new user set-up and increase consistency across data permissions with improvements to User Roles and Action-Based Permissions.

Action-Based Permissions

Protect critical sales data with control over what specific actions your reps can take when interacting with leads, contacts and deals.

Conference calling

Track and manage calls that involve multiple sales reps or stakeholders with Conference Calling in Sell Voice.

Zendesk Sunshine iconPLATFORM

Build it your way

Powerful tools for admins and developers to build the best customer experiences possible.

Search Customised Objects

Find, filter and manage your customised object data more easily with our new search API.

Learn more about using the Sunshine API.

View Sunshine Usage in Admin Centre

Track your usage of customised objects from the admin interface. Understand and adjust usage to avoid running into customised object limits.

Learn how to access the Admin Centre.

Update/insert for API Endpoints

Create new customised objects or update existing ones with data from external sources, all in a single API call.

Learn more about using the Sunshine API.

More events via the AWS Connector

Stream more real-time event types from Zendesk into AWS, including more user events and Talk events.

Learn more about the Zendesk Events Connector for AWS.

Conversations: Dark Mode Support for iOS

Offer customers the choice of Light or Dark mode when using your native iOS apps, powered by Sunshine Conversations.

Learn more about building native messaging experiences with Sunshine Conversations.

Conversations: WhatsApp “Message Us” Button

Allow your customers to instantly start a conversation on WhatsApp, direct from your mobile app or website, with Sunshine Conversations.

Learn more about the WhatsApp Business API.

Enhanced Product Security Features

Access enhanced product security features at every plan level, giving you more tools to keep your data safe.

Learn more about Enhanced Product Security.

Zendesk Explore iconExplore

Dig In

Analytics to measure and improve the entire customer experience.

Explore Real-time Dashboard

Every second counts. Access real-time updates on key metrics across channels, all from a single dashboard.

Learn more about the Real-time Dashboard EAP.

Sharing outside Zendesk

Share interactive dashboards with key stakeholders, partners and decision-makers. Keep dashboards private with secure, password-protected links.

Learn more about the Sharing outside Zendesk EAP.

Customised Roles and Light Agents

Grant access to Explore to multiple agents at once using Customised Roles (for Support Enterprise customers).

Share view-only Explore dashboards with Light Agents (for customers with the Collaboration add-on).

Learn more about the Customised Roles and Light Agents EAP.

Dataset Discoverability

Better understand which datasets to use when creating queries.

Learn more about Dataset Discoverability.

Explore Certification

You’re already an expert in Explore, so it makes sense to get certified as a Zendesk Explore Specialist. Be the go-to person in building powerful visualisations and making big data decisions.

Learn more about the Explore Certification.

And more

Improve your experience

Other exciting new features and services to help you make the most of Zendesk.

Zendesk Partner Programme

We’re offering you something special. Join our new Zendesk Partner Programme so you can get access to tiered benefits, such as—role-based training, referral fees and resale or BPO discounts. Our programme is flexible to scale with your needs and capabilities.

Learn more about the Zendesk Partner Programme.

Statuspage Integration

Keep your customers and agents updated on any service incidents or outages in Support, Chat and Guide with the Atlassian Statuspage Integration.

Install the Atlassian Statuspage Integration.

PagerDuty Integration

Break down silos between customer service, IT and DevOps with the updated API-based integration from PagerDuty.

Install the PagerDuty Integration.