What’s New
AI is reshaping the way businesses interact with their customers. Get our latest product updates, watch demos and ask Zendesk experts how to unlock intelligent CX across your business.
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.
Answer templates
We are introducing pre-built answer templates so Zendesk admins can save time by instantly building bot flows.
Learn more about answer templates
Bots for Slack
Connect Slack as a messaging channel to receive and resolve internal queries quicker with Zendesk bots.
Learn more about Bots for Slack
Skills-based routing
Automatically route conversations to agents based on their skillset–resulting in reduced costs, increased productivity and a more personalised experience.
Learn more about skills-based routing
SLAs for messaging
Make better strategic decisions by utilising First Reply Time and Next Reply Time from within tickets or as a report to track the success of service organisations.
Learn more about SLAs for messaging
Conversation fields and tags
Collect customer metadata and create tags so agents can provide personalised, quick service using data such as order information.
Learn more about conversation fields and tags
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.
Skills in omnichannel routing
Agent skill can now be taken into account when routing, in addition to agent status, capacity and conversation priority.
Learn more about skills in OCR
Generative AI for agents
Three new AI capabilities will help increase agent success. Summarise creates bullet points of the customer conversation. Expand transforms brief text into a fully complete reply. Tone Shift lets agents adjust the tone of their message.
Learn more about generative AI for agents
Semantic Search
Semantic Search uses machine learning technology so end users and agents can find relevant information using natural language keywords.
Learn more about Semantic Search
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.
Custom objects
Give agents a complete customer view and customers more personalised service by connecting and storing data from third-party systems.
Learn more about custom objects
Data importer
Admins can now easily bring users, organisations and other data into Zendesk in CSV format.
Learn more about data importer
Layout builder
Create custom Agent Workspace layouts for agents based on different brands, roles, workflows and more.
Learn more about layout builder
Deploy to production for premium sandboxes
Trigger deployment allows trigger configurations to be copied from a premium sandbox into a production account.
Learn more about push to production for premium sandboxes
Data and file storage dashboard
Track storage usage transparently by viewing ticket data directly from the Admin Centre.
Learn more about the data and file storage dashboard
Multifilters for live data
Datasets can now be filtered by up to five attributes, so users can explore their data more extensively, uncover hidden trends and gain valuable insights.
Learn more about multifilters for live data
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.
Block agents from sensitive tickets
Agents can now be prevented from seeing sensitive content on tickets they submit as the requestor, so departments like HR and IT can have private conversations within a ticket.
Click "follow" for up-to-date information on managing team member permissions
Team member management for non-admins
Discover more granular control and flexibility in assigning responsibilities without compromising overall security or granting excessive privileges.
Learn more about how non-admins can manage team members
Manage suspended tickets
New permission for suspended tickets allows agents to have partitioned access while still having access to triage suspended tickets.
Learn more about managing suspended tickets
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
Get this quarter’s updates, plus expert advice and product tips
Available in English only.
