What’s New

There are several enhancements coming to Side Conversations—including macros support, starting a side conversation from a comment, improved update notifications, and more.

Learn more about the upcoming enhancements to Side Conversations.

Show agents the right customer details on every ticket. With our customer context features, agents can access an Essentials Card that shows the customer’s relevant contact information. And with the Interaction History feature, agents can see all the past conversations they’ve had with the customer, allowing them to personalize and streamline their interactions.

Learn more about the Interaction History and Essentials Card early access program.

Email CCs allows you to include agents and external users on ticket notifications. This will act like conventional email CC’ing functionality for agents, admins, and external users. Our Followers functionality allows internal users to monitor a ticket without notifying end users.

With contextual workspaces, admins can create unique agent ticket interfaces customized to the agents workflow. Workspaces are set up based on ticket conditions and can show or hide relevant ticket fields, macros, and apps. This helps reduce agent effort and increases their overall productivity.

Learn more about the Contextual Workspaces early access program.

We’re making enhancements to our Support mobile apps by allowing agents to tag each other on tickets with @mentions. And for iPad users, we’re making enhancements so that customers will get access to richer features and see improved app performance.

Innovate on the platform while minimizing disruptions to your production environment. Premium Sandbox allows you to replicate and test new changes in a fully functional Sandbox while reducing operational risk and ensuring smoother product rollouts. It’s also an effective tool for onboarding new agents in a real-world environment before they start helping customers.

The Slack for Zendesk Support app was designed to bring all of your customer support interactions into a single place and help make customer service a team sport.

With message actions for creating tickets and adding comments, Slack for Zendesk Support empowers agents to deliver a better customer experience in every single interaction.

Learn more about the new Slack for Zendesk Support App and get started now.

For new admins, we’ve redesigned our introductory courses to help you learn best practices for navigating and configuring Support. We’ll cover topics like using business rules, triggers and automations to boost agent productivity as well as managing views, roles, and groups.

Enroll in Zendesk Support for Admins, I and II.

Enhance your customers experience by learning how to configure advanced features in Zendesk Support to your needs—like ticket forms, user authentication, schedules, and SLAs. This course is for experienced admins who have mastered the basics and want to level up their support skills.

Take advantage of Answer Bot in your mobile app with the new SDK extension. Address customer questions with in-context help without making them leave the app or disrupt their experience.

Give your customers a better experience and reduce your agents workload, by letting customers close their own tickets once an agent sends an article that addresses their issue.

Learn more about Rapid Resolve.

Make your agents even more effective with better knowledge at their fingertips. Answer Bot for agents will add AI-powered recommendations into the Knowledge Capture App, so the article suggestions are even more relevant.

Manage your knowledge base in better ways with Bulk Actions. Update various article properties, such as labels and permissions, for multiple articles at once instead of one at a time.

This redesigned course allows new admins to dive into Zendesk Guide by learning best practices for setting up an effective self-service experience, covering topics such as content creation, structure, and publishing.

Learn more about Enhancements to Zendesk Guide for Admins.

Push notifications create new engagement opportunities with visitors by sending them messages on their mobile devices even when they’re not on your business mobile app.

Learn more about Push Notifications.

Take it up a notch and respond faster to tickets by organizing shortcuts by departments or agents.

Learn more about Shortcut enhancements.

We’re introducing a seamless integrated Zendesk Chat experience with Web Widget. You can now navigate between Chat and Help Center in Web Widget, receive incoming or proactive Chat messages while searching and viewing Help Center articles.

Learn more about Web widget integrated Chat experience.

Create more personal experiences for authenticated Chat visitors with the ability to view all their past conversations, across browsers and devices.

Learn more about Conversation History.

Upgrade to a modern, intuitive experience for your agents on Chat. Now agents can organize conversations by visitors, receive visual notifications highlighting customer wait times and messages, and easily switch between conversations with their team, and external customers.

Learn more about the Redesigned agent experience.

Increase agent and admin productivity on mobile with support for automatic translations.

Learn more about Mobile Updates: Chat translations.

Forward calls to an overflow agent or an after hours phone number when agents are busy, voicemail is unavailable, or during after-hours.

Block numbers or patterns of numbers as unwanted or fraudulent to limit unwanted calls and maintain agent productivity.

Learn more about Call Blocking.

Bring a third party into an ongoing phone call to consult experts or managers for faster resolution, allowing customers to get help without transferring and repeating themselves.

Learn more about Conference calling.

Give your customers a transparent and responsive omnichannel support experience with the redesigned channel selector and performance enhancements for the omnichannel Web Widget.

Learn more about Omnichannel Web Widget.

Custom Resources is in Limited Availability. This quarter we're adding new functionality to help you access and manage custom data entities. Sort your Custom Resources, use the new Bulk API to access resources at scale, and build more robust apps with integration into the apps framework requirements.

Learn more about Custom Resources.

Closed Preview is a new app state for developers to privately distribute their apps to select customers for testing before it’s published in the Zendesk Apps Marketplace. Later this quarter, developers will be able to submit Closed Preview Apps, manage, and distribute apps from a new admin console.

We’re adding new features to the Zendesk for Slack integration. You can manually set ticket requester and assignee, a two-way sync between Slack and Zendesk users, and automated self-service resolution via Answer Bot directly into Slack.

Learn more about the new Slack Integration for Zendesk Support.

Customize, integrate, and extend Zendesk by building your own apps. The new Zendesk Developer Platform Apps course will dive deep into the app framework and you’ll get hand-ons experience building your first app.

Enroll in the Zendesk Developer Platform, Apps I course.

The Customer Education team is excited to unveil the new App Developer I Certification. If you’re a whiz with our apps, APIs, and SDKs, you can make your technical expertise official and become certified on the Zendesk platform.

Learn more about the App Developer I Certification.

We’re releasing a new set of lightweight productivity apps that will be available on the Apps Marketplace.

Zendesk Labs is an innovation center within the Apps Marketplace, containing apps and integrations built by our team for customers. You can easily discover and install new productivity tools that you can take advantage of immediately without additional overhead.

Learn more about Zendesk Labs Apps.