What's New

The era of conversational CRM is here. Learn how Zendesk updates can help you create even more personalised customer experiences. Register now for our free virtual event.

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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 conversational service.

Smoother Slack conversations

New Slack Connect capabilities allow direct messages to be managed via the Zendesk unified Agent Workspace.

Learn more about Slack direct messages

Mobile app updates for agents

The mobile app now has the same functionality as desktop. That means agents can keep giving high-quality service, wherever they are.

Learn more about the agent mobile app

Additional Flow Builder tags

Make life easier for agents. Flow Builder tags enhance routing rules and surface more context for agents to deliver personalised support.

Learn more about tags in Flow Builder

Engaging bot conversations

Customise bot personalities with additional rich message types in Flow Builder. Learn how to integrate button links, images, gifs, emojis and carousels.

Learn more about rich message types for bot conversations

Dataset and dashboard enhancements

Measure the effectiveness of bot answers, and identify opportunities to optimise them. Admins can now analyse engagement rate, containment rate and feedback performance for each bot answer.

Learn more about Flow Builder dataset and dashboard enhancements

Keep customer data safe

Increase security and compliance by redacting sensitive customer information directly in the Agent Workspace.

Learn more about redacting ticket content

See what else is new

Check out everything else coming to Messaging this quarter:

Read release notes

Get early access to upcoming features by participating in a beta:

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Sticker: All New!

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.

Improved image management

Simplify the process of reusing images across multiple articles. With the account level image gallery, you can see everything in one place.

Learn more about account level image gallery

New image content blocks

Add image content blocks to articles, then reuse them across your knowledge base.

Learn more about images in content blocks

Search page content tags

Help users find useful information by adding tags to articles and community posts.

Learn more about search page content tags

Improved AI capabilities

Enrich tickets by predicting conversation language, intent and sentiment, with Intelligent Triage updates. Use Smart Assist to give agents contextual information and reply suggestions.

Learn more about Intelligent Triage and Smart Assist

New routing capabilities

Create custom agent statuses that can be easily accessed and updated.

Get the right tickets to the right agents, based on their capacity and status, by automating omnichannel routing.

Give team leads insight into what agents are working on with live agent activity reporting.

Learn more about custom agent statuses, omnichannel routing and live agent activity reporting

See what else is new

Check out everything else coming to the agent and admin experience this quarter:

Read release notes

Get early access to upcoming features by participating in a beta:

Tell me more

Sticker: Very New! Sticker: New!

Keep your business in sync

Expand operational capabilities with tools that tailor every customer experience to your business.

Granular permissions and data privacy

Protect business and customer data by redacting permissions for tickets, managing automations and more.

Learn more about custom roles and permissions

Zoom for Zendesk

Simplify agent workflow with Zoom directly within Zendesk. Agents can deliver personalised, face-to-face service without switching apps.

Learn more about Zoom for Zendesk

See what else is new

Check out everything else coming to Platform this quarter:

Read release notes

Get early access to upcoming features by participating in a beta:

Tell me more

Sticker: Ultra New!

Sell smarter, not harder

Less repetitive tasks, more selling. We'll show you how with pre-built apps, integrations and new feature enhancements.

Sales trigger enhancements

Streamline workflows and boost sales rep productivity. These latest updates allow routine tasks to be automated using additional custom fields for deals.

Learn more about sales trigger enhancements

Omnichannel email composer

With the new composing experience, sales reps can keep the conversation flowing while switching between channels like email and SMS.

Learn more about omnichannel email composer

Deal card customisation

Sell admins can now control how deal attributes are displayed. For example, by including sectioning and ordering on standard and custom fields.

Learn more about deal fields configuration

See what else is new

Check out everything else coming to Sell this quarter:

Read release notes

Get early access to upcoming features by participating in a beta:

Tell me more