What is 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.
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.
Smoother Slack conversations
New Slack Connect capabilities allow direct messages to be managed via the Zendesk unified Agent Workspace.
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.
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.
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.
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.
Keep customer data safe
Increase security and compliance by redacting sensitive customer information directly in the Agent Workspace.
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.
New image content blocks
Add image content blocks to articles, then reuse them across your knowledge base.
Search page content tags
Help users find useful information by adding tags to articles and community posts.
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.
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.
Zoom for Zendesk
Simplify agent workflow with Zoom directly within Zendesk. Agents can deliver personalised, face-to-face service without switching apps.
Sell smarter, not harder
Less repetitive tasks, more selling. We will 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.
Omnichannel email composer
With the new composing experience, sales reps can keep the conversation flowing while switching between channels like email and SMS.
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.