What’s New at Zendesk
Customer expectations are always evolving, that’s why this quarter is all about agility. Check out our latest product features that enable flexibility and help you stay productive through change.
Available in English only.
For your customers
Make it easy for your customers
Offer your customers the freedom of choice, convenience, and flexibility with personalized service across popular channels like messaging, the fastest-growing channel of 2021.
Interact with customers on Instagram
Respond to Instagram story replies and direct messages from your customers right from the Agent Workspace with Instagram Direct.
Set support availability with business hours
Support your customers all hours of the day by customizing online and offline flows based on your business hours.
Available in August.
Switch the conversation from web to social
Make it easy for customers to switch from web messaging to social, so they can keep the conversation going without disruption.
Available in October.
See how your automation strategy performs
Analyze Answer Bot engagement to improve your automation strategy and level up your messaging experience.
Available in September.
See what else is new
Check out our release notes for everything else coming to messaging this quarter:
Set your teams up for success
Empower your agents to manage increased support volume with powerful tools that provide more customer context and space to focus right out of the box.
Access the right customer context
Locate relevant customer context in one place for better agent efficiency with the context panel. Agents can access valuable customer details, like recently viewed help center articles and community posts, in knowledge view.
Enable focus mode
Cut out the noise for agents with new ways to handle one live channel at a time with focus mode.
Enhance call routing
Improve call escalations or agent-to-agent transfers with transfers only. This enables more customized routing for tiered support teams and protects agents from answering calls right away, so they have room to focus.
See what else is new
Check out our release notes for everything else coming to the agent experience this quarter:
Keep your business in sync
Expand the possibilities of Zendesk on the platform that helps tailor every customer experience to your unique business.
Sunshine, the platform with limitless possibilities
Your bright future awaits. Sunshine enables you to expand, customize, and integrate all your existing systems into Zendesk so you can offer personalized experiences beyond your wildest imagination.
Zendesk and Microsoft Teams join forces
Take action on tickets right in Microsoft Teams, which syncs all the context in Zendesk so your employees can work on their preferred channels. Feature coming soon.
New APAC data location controls
Businesses in APAC can now address their data residency requirements by storing their data in the region with new data location controls.
See what else is new
Check out our release notes for everything else coming to platform this quarter:
Sell smarter, not harder
Arm your sales teams with pre-built apps, integrations, and new feature enhancements, enabling them to spend less time on repetitive tasks and more time selling.
Work faster with apps and integrations
Get all the right apps and integrations that set your reps up for success via the Zendesk Marketplace. Apps like PandaDoc, Monday, and Tray.io make it easier for reps to collaborate, automate workflows, and focus on charming prospects.
Automate your sales tasks
Complete your to-do list faster with the enhanced task player. Later this quarter, email sequences will let you nurture the right contacts and qualify leads by allowing customers to unsubscribe.
Available in September.
Get the information you need, faster
Leave more room for context with an updated navigation bar that now features a full-width user interface.
Available in August.
Upcoming features
Custom objects let you define new object types that are specific to your business. Link these to Leads, Contacts, and Deals so you can utilize data the way you want.
See what else is new
Check out our release notes for everything else coming to Sell this quarter:
