What is New
The era of conversational CRM is here. Learn how to create unique experiences for your customers during this free virtual event. Join our free virtual event and start creating personalised customer experiences with Zendesk.
Available in English only.
For your customers
Make it easy for your customers
Relationships are hard. Conversations do not have to be. Wherever your customers are — and however they contact you — keep the dialogue flowing with flexible, personalised, conversational service.
New conversational channels
Facilitate seamless conversations with business partners and employees, and get tickets solved quicker, with Slack and Messaging integration.
Learn more about Slack integrations
Keep mobile conversation flowing
Android users can now share media messages on the go via the mobile app.
Learn more about new conversation mobile experience
More tags, more clarity
Optimise bot interactions with tags that take customers to the right agent, provide context and give insights into bot efficiency.
Coming soon
Collect more info
Capture useful info like device, browser and language by adding an extra step into the bot flow.
Learn more about bot flow information collection
Get more insights
New data sets and dashboards for messaging within Explore show just how good you are doing.
See what else is new
Check out everything else coming to Messaging this quarter:
Get early access to upcoming features by participating in a beta:
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.
Better ticket insights
Predict the language, intent and sentiment of incoming tickets so they can be routed to the right agent.
Learn more about automated triage and ticket predictions
Bring AI into the conversation
Use the Smart Assist panel, via the Agent Workspace, to get contextual information and reply suggestions.
Customisable ticket statuses
Get everyone on the same page. Add ticket statuses so agents can see what is happening with a ticket, share it and get it solved more quickly.
Coming soon
See what else is new
Check out everything else coming to the agent and admin experience this quarter:
Get early access to upcoming features by participating in a beta:
Keep your business in sync
Expand operational capabilities with tools that tailor every customer experience to your business.
Simplify data with custom links
Get a complete view of every interaction by linking related tickets, users and organisations with the Lookup Relationship Fields.
Learn more about lookup relationship fields
Enable multiple Single Sign On
Improve user experience, decrease the number of logins and add 2FA for agents, end users, and partners.
Learn more about multiple single sign on
Go live, quicker
Deploy triggers you have tested in the sandbox to go live via the Admin Centre, so your team can start using them right away.
Learn more about push premium sandbox changes live
Better reporting and analytics
Two new dashboards are available for Messaging and Side Conversations data sets: historical agent status dashboard with unified agent state, and Gather.
Learn more about reporting and analytics enhancement
See what else is new
Check out everything else coming to Platform this quarter:
Get early access to upcoming features by participating in a beta:
Sell smarter, not harder
Less repetitive tasks, more selling. We will show you how with pre-built apps, integrations and new feature enhancements.
Advanced sales analytics
Get more data, insights, and sales, with enhanced analytics and pre-built dashboards from Sell.
Learn more about advanced sales analytics enhancements
Make life easier with apps
Shopify relays crucial and timely info to reps, PandaDoc makes light work of creating professional documents, and Mailchimp highlights your most popular content. Try them out directly within Sell.
Learn more about our top Sell apps and integrations
Sell where your customers are
Empower sales reps to reach prospects and customers on their preferred social messaging service.
Learn more about WhatsApp for Sell EAP advancements
See what else is new
Check out everything else coming to Sell this quarter:
Get early access to upcoming features by participating in a beta:
What is New virtual event
Meet our experts, ask your toughest questions and discover the latest Zendesk features
Available in English only.
