What's New
During an economic slowdown, businesses must be vigilant with their resources. At our next product update, we’ll share how Zendesk is helping businesses do more with less, while keeping customer relationships strong.
Available in English only.
For your customers
AI-powered conversational experiences
Conversational experiences turn transactional experiences into relationship building moments — moments that are personalised, seamless and truly helpful.
Proactive messages
Actively reach out to customers in a more meaningful, timely and personalised way. Enabling proactive messages helps drive customer engagement, acquisition and retention.
Learn more about proactive messages
Web widget customisation
New updates include: prompts for accessibility, widget position on the web page, launcher shape, notification sounds and ability to turn off attachment upload.
Learn more about web widget customisation
Conditional bot flows
Bot responses can now be based on customer data and external attributes. This allows businesses to create unique answer flows for VIP customers, deliver answers based on device type, and page-specific support.
Learn more about conditional bot flows
Authentication metadata in Flow Builder
Infuse bot messages with key user details, differentiate responses for authenticated versus unauthenticated users and build different escalation experiences based on the end-user profile.
Learn more about authentication metadata in Flow Builder
See what else is new
Check out more updates coming this quarter:
Get early access to upcoming features by participating in a beta:
Intelligent operations at scale
Give your support teams the best tools for delivering great customer experiences at scale.
Custom ticket status
Make workflows more intuitive for agents by configuring ticket statuses. Admins can now create custom statuses in your triggers, views and automations.
Learn more about custom ticket status
Historical agent activity reporting
Understand real time agent workload across channels — as well as historical agent utilisation — to support forecasting.
Learn more about historical agent activity reporting
Restricted dashboards
Editors and admins can now share insights with specific audiences and adapt the display based on the viewer. This reduces the need to clone and share multiple dashboards for different audiences.
Learn more about restricted dashboards
See what else is new
Check out more updates coming this quarter:
Get early access to upcoming features by participating in a beta:
Open and flexible platform
Use admin tools, extensions and integrations to tailor every customer experience to your business.
Microsoft Teams side conversations integration
Agents using Zendesk can now start side conversations with channels in Microsoft Teams.
Learn more about Microsoft Teams integration
Shopify Premium for Zendesk app
Get a single, chronological view of all relevant details across the entire lifecycle of an order. Businesses can connect multiple storefronts to allow a single, unified view of customer orders.
Learn more about the Shopify Premium app
Unity SDK with messaging support
Provide in-game support, customise the flow and feel of self-service experiences and allow customers to send media and rate conversations.
Learn more about the Unity SDK with Messaging
Flexible webhooks
Webhooks provide a customisable tool for automating tasks and syncing data between Zendesk and other systems.
Learn more about flexible webhooks
See what else is new
Check out more updates coming this quarter:
Get early access to upcoming features by participating in a beta:
Trust and security
Keep your customer data secure, your business scalable and your customers engaged.
New permissions for managing groups and organisations
For enhanced security, there are now two distinct permissions for managing groups and organisations.
Learn more about new permissions
Audit log filtering enhancements
Admins can now filter the audit log by Item, including changes made to specific settings, users and business rules.
Learn more about audit log filtering enhancements
New rules for soft-deleted users
"Soft deleted" users will now be permanently deleted automatically after 30 days.
Learn more about automatic permanent removal of soft-deleted users
Multiple authentication to coexist
Administrators can now configure multiple user authentication options in one view, allowing SSO (either SAML or JWT) to coexist.
Learn more about multiple authentication
Advanced encryption EAP
More control over encryption keys means service data stored within Zendesk can't be read in plain text by an external party. It can only be decrypted ephemerally and just in time to enable our services.
Learn more about advanced encryption EAP
See what else is new
Check out more updates coming this quarter:
Get early access to upcoming features by participating in a beta:
What’s New virtual event
Get this quarter's updates, plus expert advice and product tips
Available in English only.
