What’s New

The ticket field admin page features a refreshed UI and data management functions like sort, search, filter, and edit columns. This allows you to preview ticket fields before publishing.

Learn more about Ticket Fields Administration

Show your agents the apps that will help them most. With App Permissioning, admins can control which apps agents can see in their user interface.

Learn more about App Permissioning

To avoid any sandbox destruction, we replaced the Zendesk admin interface with an updated design. A warning will pop up when you hit “delete all edits and reset sandbox.” We’re just preventing you from wasting any time and effort into building out sandboxes.

Learn more about Sandbox Updates

Admins can mark JIRA projects as unavailable to agents who are using the integration. This allows for more controlled access to sensitive data. It also creates a better user experience for agents, who will only see the projects they’re working on in their JIRA app in Support.

Salesforce V5.5 update includes the ability to refresh data frequently providing a more detailed view of the data hierarchy.

Learn more about JIRA Permission update and v5.5 Salesforce

We know it’s hard managing customer issues on-the-go and even trickier when an urgent response is required. So, we’ve made responding to tickets a smoother experience by making improvements to the commenting feature on the Zendesk Support mobile app.

Download the Zendesk Support Mobile App

Starting March 1st, updates to v1 apps will no longer be accepted. All new submissions must use the v2 framework. This new framework will continue to develop and support your team with a better experience. Existing v1 apps will continue to work as normal.

Migrate to Apps Framework V2

¡Hola! Or Olá! Answer Bot is now multilingual.

Everybody’s favorite bot spent the last few months picking up a few new languages. It’s now fluent in Spanish and Portuguese.

Learn more about Answer Bot in new languages

Make the most of your Guide experience with the addition of publishing and approval workflows, so larger teams can more easily collaborate on content. With Team Publishing, content managers can delegate article updates to other team members, review their changes, and stage content before making it live.

Learn more about Team Publishing

Integrate your Shopify data into Chat and give customers a better experience. The Shopify app for lets you access relevant customer data such as order information, billing, and shipping from within Zendesk Chat. This reduces context-switching for agents, driving productivity, increasing customer satisfaction and ultimately lifetime value.

Learn more about the Shopify App for Zendesk Chat

Be there for your customers whenever and wherever they need help, with the Chat Offline Form. Even if your business isn’t available on live chat 24 hours a day, customers can submit questions using the offline form or transfer the conversation to a messaging channel like Facebook Messenger or Twitter Direct Messages.

Learn more about Offline Forms for Messaging Channels

To continue offering top notch service as your team grows, it's crucial to track agent availability. The latest addition to Chat Analytics lets you monitor agent status, down to the specific team member. This will provide better visibility into what’s working for your team.

Learn more about Agent Status Metrics

Zendesk Message lets your agents chat with customers on their favorite messaging apps like Facebook Messenger, Twitter Direct Messages, and Line. With the launch of Message as a core part of Chat, we’re making Message free for all paying Chat customers.

Learn more about Zendesk Message

See how your agents are performing on all social messaging channels with Agent Analytics for Zendesk Message.

Learn more about Agent Analytics in Message

Customers or agents might send over credit card numbers during an active chat, even when they shouldn’t. The credit card redaction beta automatically hides credit card numbers from active conversations and chat histories—just to be safe.

Learn more about Redaction Beta

Get early access to the redesigned iPhone and iPad app. Be one of the first customers to download the latest version of the iOS app matching most functionalities found in the Android app update.

Learn more about the new iOS app

The ability to block incoming calls is the newest gem added to our Talk Advanced feature set. The functionality allows you to block specific and/or pattern of numbers that you’ve flagged as unwanted or fraudulent.

Learn more about Call Blocking Beta

Agents can either transfer or add a third party caller to an active call with customers.

Learn more about Conference Calling Beta

Add voice as a customer service communication channel in Web Widget. With the “Request a Callback” feature, you control when and where you offer phone support to your customers viewing your website.

Learn more about Web Widget Callback Beta