What’s New

Capture every customer interaction across your web and mobile apps—like a customer’s shopping cart or web activity. Now admins can define and manage Event types (metadata) with a point-and-click interface and track the IP of an event source to easily locate customers or agents in the field.

Learn more about Events.

Store and connect new data sources, from purchase history to asset management. Now developers will be able to track change events on Custom Objects as a part of a new EAP, along with the ability to specify external IDs to easily keep external data sources in sync.

Learn more about Custom Objects.

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

Learn more about Slack + Side Conversations.

Email CCs allows 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 CCs and Followers.

Previously with conditional ticket fields, customers had to download the Conditional Fields App, integrate it into Support, and complete three different steps. Now conditional ticket fields is built natively into Support, so you don’t have to put in any extra effort. There’s now a public API, and endpoints like Web Widget and the Support Mobile App are also now supported.

Learn more about Conditional Ticket Fields.

With the Side Conversations API, you’ll be able to programmatically initiate and reply to side conversations. This can be used with triggers to notify a team with the information they need in order to resolve a ticket. An incremental API will also be available, which will allow teams to export side conversations data and analyze performance in data visualization tools.

Sign up for the EAP.

With Answer Bot on Web Widget, users can easily get the help they need and solve their requests within an easy to use interface. With 24/7 support and faster resolution without an agent’s help—support teams see a reduction of repetitive one-touch requests—and spend more time on questions that truly need their attention.

Learn more about Answer Bot for Web Widget.

Answer Bot for Slack allows internal teams to get AI-powered recommendations directly in Slack channels. By surfacing help center content, Answer Bot for Slack provides prompt and relevant knowledge to teams and improves their productivity. Users can resolve their issues directly from Slack—by closing out a question, getting more suggestions, and getting help from other channel members or creating a support ticket in Zendesk.

Learn more about Answer Bot for Slack.

Tag people in conversations through an “at” mention with Zendesk Communities—driving more one on one conversations, user engagement, and continuity. Tagging isn’t limited to existing community members, and anyone can be tagged through their email address. This promotes organic growth of the community.

Zendesk Communities is now supporting user aliases. Aliases make communities personalized while ensuring the anonymity of members. This solves a major concern around being able to create content in an online community that isn’t tied to your full name.

Agents in the Support user interface can now respond to chats as either email or chat messages with ease. This allows agents (regardless of their assigned channel or queue) to efficiently work across all communication channels to solve an issue.

Increase agent and admin productivity through the Zendesk Chat app with the ability to take actions like emailing and deleting their Chat history.

Get more granular with Chat Analytics now with intraday agent and chat data.

Learn more about Chat Analytics: Current Day Data.

Build a custom chat widget that’s unique to your website with the Web SDK. The latest version (v1.8.1) provides the ability to scale visitors up in better ways.

Learn more about Web SDK Performance Improvements.

Call blocking allows you to “blacklist” specific numbers or patterns of numbers to prevent calls from unwanted callers and save agent time.

Extend the amount of time a call is allowed to wait in the queue before it’s pushed to voicemail or an overflow number with Max Queue Wait Time. The default time is 20 minutes, but it can be increased to 60 minutes in increments of five. This feature will be available on the Talk Enterprise plan.

This feature allows admins to configure the time in which a call is offered to an agent. If the agent doesn’t answer within a specified timeframe, it gets pulled back to the agent queue. This feature will be available on the Talk Enterprise plan.

We are updating the default datasets in a couple of ways. We will be releasing a range of new metrics and attributes that are available through the default datasets, and we will be making adjustments to the way that metrics and attributes are grouped.

Learn more about Schema updates.

The Tickets Backlog dataset is now available to all Explore plans on Support Professional and above.

Learn more about Backlog dataset available on Explore Pro.

Custom Field Values will soon be labeled with the name of the field instead of the associated tags. This means dashboard viewers will be able to understand the contents of a chart or dashboard better.

Learn more about Custom field value labeling.

Data in the chart builder was previously displayed in UTC, while dashboards were in the user timezone. This update ensures that the chart builder and dashboards are in the same timezone. And timezones will be consistent when drilling through data, exporting data, and receiving scheduled dashboards.

Learn more about Data displayed in user timezone.

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 Create query from dashboard.

Build a stronger foundation in Explore by learning best practices for configuring Explore to meet your business needs with the Explore, II training (available in three formats).

Learn more about Explore, II training.

Learn everything from the basics to best practices for configuring Explore to your needs. This training bundle includes two on-demand courses: Explore, I and Explore, II.

Learn more about Explore Self-Starter.

Explore, I training is updated with a module getting Insights users up to speed on Explore by learning Explore terminology and how it can meet their needs.

Learn more about Explore, I training.

Connect is adding in-app messages—for both iOS and Android—as a new campaigns channel.

There are huge improvements to the Connect dashboard UI that allow for search, filtering, and tags—so it’s easier to manage campaigns for our customers.

With this update, you can see right away how many people will receive broadcast campaigns. Rather than having to do a campaign dry-run to get an accurate audience count, now, get an audience estimate instantly when creating your broadcast campaign.

Zendesk built an integration between Statuspage and Support, Chat, and Guide to display the current status from Statuspage. The Support and Chat aspects are in an EAP; the Guide functionality is coming soon. This allows Support teams to deflect tickets, communicate current status and updates, so you can build trust with customers during incidents and downtime.

Learn more about Atlassian Statuspage integration.

Embed an omnichannel support experience directly into your website. This quarter, customers will get an integrated chat experience in the widget, along with support for conditional ticket fields, cookie disabling for GDPR, and rate limiting on forms for spam prevention.

Learn more about the Web Widget.

Integrate omnichannel support natively into your mobile apps. This quarter, customers will get a unified messaging interface so end users can seamlessly switch between Chat and Answer Bot for a conversational experience across channels.

Learn more about the Mobile SDK.

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.

Zendesk Sell now offers a lead acceleration program to bring your sales and marketing efforts together. This program introduces new marketing partnerships, special integration and solution offerings, and a high-impact playbook so teams can leverage their marketing automation systems with Sell in better ways.

Learn more about Lead Acceleration Program.