What’s New

Join the What’s New webinar for the full overview.

Zendesk Support iconSupport

Make it right

A beautifully simple system for tracking, prioritizing, and solving customer support tickets.

Macro previews

The new preview experience allows agents to see what their macro looks like—before applying it to ticket. Visionary? Yes, technically it is.

Learn more about Macro Previews

Trigger revision history

Keeping track of changes when updating business rules can be challenging. Especially with multiple admins. Trigger revision history builds a solution right into the Support workflow that enables admins to instantly see who made the change, when it was made, and exactly what changed.

Learn more about Trigger revision history

Custom resources API beta

Brand new and in beta, this feature makes it simple to store essentially any assets—ranging from IT resources and product catalogs for your support team, to the zodiac signs of your customers.

Learn more about the Custom Resources API

Integrations improvements

Updates to our Salesforce and JIRA apps add enhanced features and functionality:

  • Multi-organization in Salesforce Integration allows separate Salesforce contacts that share the same email address, but belong to different accounts, can now be connected in Zendesk Support under a single user from multiple organizations.
  • The JIRA app unleashes new features including keyword search for agents and fully configurable issue creation forms for admins

Learn more about Multi-organization in salesforce integration and JIRA app improvements

Zendesk Guide iconGuide

Use your know-how

A smart knowledge base for better self-service and empowered agents

Knowledge Capture app

Agents can search, share, and even edit knowledge base content—without leaving a ticket.

By capturing knowledge on the fly, they’ll continuously enrich your content, which means more helpful self-service for your customers.

Learn more about Knowledge Capture.

Install the Knowledge Capture app.

Revision history

This new feature makes it easy to see what edits were made and who made them. And you can update articles fearlessly, knowing previous versions can be restored in an instant. Even better, it provides complete transparency into the evolution of your knowledge content.

Learn more about Revision history.

“Previously, it fell to agents to search our existing articles to determine if there was one they could use or whether they needed to create a new one. Now that we have the Zendesk Knowledge Capture App installed, we’ve been able to increase productivity and improve article quality by automating a formerly manual and inefficient process.”

– David Vauthrin, Co-founder & CMO at FINALCAD

Zendesk Chat iconChat

Strike up a conversation

Live chat software that provides a fast and responsive way to connect with customers in real-time

Widget queue updates

Provide customers with a real-time notification of their position in the chat queue. Managing expectations creates more productive conversations, which in turn, helps with agent bandwidth during peak periods.

Learn more about Queue updates

Emojis for Chat

Add a personal touch to your Chat conversations by adding the perfect emoji (or two). 🔥💯

Learn more about Emojis for Chat.

Zendesk Talk iconTalk

Talk it out

Call center solution embedded in the Zendesk Support ticketing system

Talk Enterprise: Launch success program

Start off strong with hands-on launch support from Zendesk experts. We’ll help you define business goals, optimize your network environment, configure Talk, and review supervisor features—to set your team up to succeed.

Learn more about Talk Enterprise

Talk Enterprise: Monthly Diagnostics

A deep-dive on performance with expert guidance to help teams troubleshoot and optimize. This includes:

  • Diagnostic reports with actionable information regarding Talk performance—like connection failure causes, terminations errors, and network issues
  • A monthly call with a Zendesk Talk expert to review these reports in detail, answer questions, and provide suggestions for system improvements

Learn more about Monthly Diagnostics

Talk Enterprise: Usage SLA

Don’t give it a second thought. We’re committed to a 99.5% uptime SLA and will provide usage credits in the case that there’s an outage due to our service provider.

Learn more about Usage SLA

Talk Enterprise: Failover on-demand

Site-specific outage that impacts Talk connectivity? No problem. Failover-on-demand will route calls to an alternate number, so your team will be able to keep offering phone support without interruption.

Learn more about Failover-On-Demand

Textback from IVR

With Textback, you can now add an option for your callers to choose text support instead of waiting for an agent. Simple to use and soon to be as popular as SMS support, Textback was born at an event that’s at the heart of what we do: our annual hackathon, the Zendevian Cup.

Learn more about Textback

Voicemail configuration

More flexibility is always a good thing. This feature will let you choose when to offer voicemail (e.g., during business hours or outside of business hours) and what greeting you’d like to play.

Learn more about Voicemail Configuration.

Outbound and Zendesk Connect are joining forces

Outbound enables businesses to automate and deliver relevant messages across web, email, and mobile channels, and to better measure their effectiveness. Outbound and Zendesk Connect are working together to improve the quality of customer interactions.

Check out Outbound

Read about the partnership