What’s New

Capture every customer interaction across your web and mobile apps—like a customer’s shopping cart or web activity.

Learn more about Events.

Store and connect new data sources, from purchase history to asset management.

Learn more about Custom Objects.

Email CC’s allow you to include agents, administrators, and external users on ticket notifications. This feature behaves like a conventional email cc’ing functionality. The new followers functionality allows internal users to monitor a ticket without notifying end users.

Learn more about Email CC’s and followers.

Empower agents to start a side conversation in Slack. Put all interactions and conversations within Support in one place, reducing the need to juggle multiple collaboration tools.

Learn more about Slack and side conversations.

Before getting started with conditional ticket fields—customers had to download the Conditional Fields App, integrate it into Support, and switch between three different steps. Now conditional ticket fields is built natively into Support, so you don’t have to worry about putting in any extra effort. We even did the same integration with the Web Widget, mobile SDK, and Help Center.

Learn more about Conditional Ticket Fields.

Zendesk Support training is available in Spanish, French, German, Japanese, and Brazilian Portuguese. Customers can now onboard new admins and agents, or increase global coverage by training employees in their native language.

Learn more about Support in your native language.

Article Events help businesses keep their knowledge base healthy and up-to-date by allowing them to schedule various lifecycle dates. This lets teams verify the accuracy of content with the owner so everyone can see that the content has been checked and is still reliable. Soon we’ll introduce options to schedule dates for content to be published and unpublished.

Learn more about Article Verification.

We have a number of search enhancements rolling out to customers focusing on making our search more resilient. This includes fuzzy search which can better accommodate spelling mistakes and synonym matching. Soon we’re adding search corrections, autocomplete, the ability to search for category and section titles, and improvements to Chinese and Korean searches.

Create more interactive conversations between chatbots and customers with structured messages—like buttons, quick replies and carousels.

Learn more about Structured Messages.

Give team leads, administrators, and agents the ability to view past chats on their mobile devices.

Learn more about Chat history (mobile).

Explore will soon meet HIPAA compliance standards and be covered by the Zendesk BAA, which means you can confidently measure and analyze data related to protected health information (PHI).

Learn more about HIPAA Compliance.

A simplified scheduling experience makes it easier to share dashboards with others on your team, so you can send dashboards to a group of users and to individuals. You can even schedule a dashboard multiple times.

Learn more about scheduling and collaboration improvements.

You can now create new charts directly from the dashboard builder. This makes it easier to add queries while in the process of creating a dashboard, all without switching context.

Learn more about creating a new query from a dashboard.

Clicking a shared dashboard will open the dashboard viewer rather than edit mode. And clicking preview in the dashboard builder will display the most recent unpublished changes instead of the published version.

Learn more about dashboard navigation and preview improvements.

Now, your support team can use custom ticket fields instead of tags to label data as desired. This way, you can correctly identify data you’ve collected in Explore.

Learn more about Custom Field Values.

Increase your campaign building efficiency in Connect. Now users can create campaigns using segments created in user search, rather than having to create the segment again in the campaign builder.

Connect campaigns can now be triggered off of changes in a user’s profile data. You can now run campaigns when users change status, location, or other important attributes.

Sometimes you just need to provide an update, rather than ask users to click on a specific call to action. Now, web push messages can be “acknowledged” and cleared, rather than requiring a specific call to action URL.

We’ve synchronized our public APIs across the iOS and Android SDKs. We updated and improved the codebase itself.

Find out more details here.

Get up and running with out-of-the-box apps that seamlessly plug into Zendesk. Check out our newest apps on the Marketplace.

Learn more about Built by Zendesk apps.

Manage settings and administration across The Zendesk Suite from one place.

Learn more about the Admin experience.

Expand and upgrade plans for you support team from a single place.

Learn more about the buying experience.

This latest update to the Sell app for Support allows you to show custom fields from Sell in Support. Now you’re able to map which data points should be visible in Support and adjust the order to meet your needs.

Learn more about the Sell app.