What’s New at Zendesk
Welcome to the era of conversational CRM. Build long-lasting customer relationships with our latest and greatest offerings announced at Relate.
Available in English only.
For your customers
Make it easy for your customers
Digital is the new front door. Zendesk enables every team to build conversational relationships with customers across popular channels, like messaging.
Build better bots
Improved bot building lets admins easily manage complex bots, train them, and have more control over their dialogue.
Connect bots with external systems
Surface external data into bot conversations to make customer conversations more personalized.
Check out the new look
Ticket interface and messaging support both have a refreshed user interface on Android and iOS.
Learn more about our new mobile app UI
Give agents better context
Pages viewed provides additional context to agents by surfacing web pages or screens viewed by end-users in real time.
Improve task management
Live reporting for messaging lets supervisors view agent availability, workload, and online statuses—all from one dashboard.
Learn more about enhanced reporting for messaging
See what else is new
Check out our release notes for everything else coming to messaging this quarter:
Set your teams up for success
Help agents handle higher ticket volumes, get better context, and improve focus on every channel.
Empower agents with custom statuses
The Agent Workspace lets agents set custom statuses across channels to get routed to the right conversations.
Learn more about new ways to manage agent status
Route tickets strategically
Triggers automatically route incoming requests based on which agents have the right skills for the job.
Learn more about intelligent routing
View live agent statuses
Live dashboards in Explore show which agents are online and what tickets, chats, conversations, and calls they’re currently working on.
Learn more about live reporting on agent status
See what else is new
Check out our release notes for everything else coming to the agent and admin experience this quarter:
Keep your business in sync
Expand operational capabilities on a platform that tailors every customer experience to your business.
Deliver seamless CX with Conversational Data Orchestration
Empower developers to create custom connections between Zendesk and other systems, automating workflows between them with prebuilt middleware, event-driven API orchestration and custom business logic.
Learn more about Conversational Data Orchestration
Scan for malware and flag phishing attempts
Scan attachments to emails, chats, and messages for potentially harmful content. Agents see warnings on potentially malicious files and potential phishing attempts.
Collaborate securely with private ticket groups
Maintain workflow across departments while ensuring the right access for the right agents. Keep sensitive information confidential by providing agent access to specific tickets without changing groups and permissions. Maintain customer trust and brand reputation by reducing data breach potential with targeted access.
Create modern employee experiences
Treat employees like customers by keeping their requests organized and prioritized, freeing up internal teams to focus on big picture tasks.
Deliver a modern employee experience
See what else is new
Check out our release notes for everything else coming to platform this quarter:
Sell smarter, not harder
Close more deals with new pre-built apps, integrations, and feature enhancements.
Upgrade sales analytics
Updates to sales reporting and analytics allow sales teams to drive effective conversations with data and centralize their reporting tools.
Learn more about sales reporting in Explore
Use custom objects in Sell
Custom objects let businesses adjust Sell data to fit their exact needs by defining and linking new object types to leads, contacts, and deals.
Learn more about custom objects
Follow the leads
Sell’s built-in sales engagement feature gives sales teams the prospecting, enrichment, and sequencing tools they need to find more qualified leads, faster.
Find out more about our sales engagement tools
Integrate DotDigital with Sell
Our integration with DotDigital lets sales teams create targeted marketing and customer engagement opportunities with their Zendesk Sell account data.
Explore Zendesk Sell integrations
See what else is new
Check out our release notes for everything else coming to Sell this quarter:
What’s New virtual event
Interact with our experts, ask questions, and learn about the latest and greatest features from Zendesk
Available in English only.
