What’s New at Zendesk
Despite all the curveballs, you’re still crushing it with your customers. To keep you going strong, we have a bunch of brand new features for you. Check out how to stay five steps ahead through rapid change, and stay connected with your customers in real-time with social messaging.
Available in English only.
Platform
Service
Agent Workspace: Social Messaging
Manage real-time support across messaging channels, including WhatsApp, Facebook Messenger, and Apple Business Chat, faster than ever before in Agent Workspace. Learn more
Child Ticket Side Conversations
Keep internal workflows smooth like butter. You can create a new side conversation via a new ticket in Support. Learn more
Content Blocks
Let customers create, manage, and update content that lives in multiple places. Any changes made to a Content Block are reflected across all articles in that block — just like magic. Learn more
User Badges
Turn up the community engagement by rewarding users for hitting milestones and participating in unique ways. People tend to dig recognition. Learn more
Chat SDK v2
Check out the new version of the Chat SDK for iOS and Android. Updates include dark mode, support for quick responses, and support for push notifications. iOS Release Notes and Android Release Notes
More Updates to Service
Check out our release notes for everything else coming to our customer service products this quarter:
Sales
Sales engagement automation
Automate, but keep it personal. Reps can schedule a series of personalized emails to find and engage with the right prospects. The automation fits into existing workflows, and instantly updates lead records—eliminating manual work and increasing productivity. Learn more
More Updates to Sales
Check out our release notes for everything else coming to Zendesk’s sales products this quarter:
Platform
Shopify Integration, Sunshine Profiles, and Events
With our new Shopify integration, agents can process refunds and cancellations directly from the app, as well as stream events and profile details from your Shopify store into Support, via Sunshine. Learn more
Multiparty Conversations
Put an end to siloed convos. With Multiparty Conversations, you can bring everyone into one discussion — whether it's connecting buyers and sellers, external teams for collaboration, or improving customer engagement. Learn more
More Updates to Platform
Check out our release notes for everything else coming to our platform products this quarter:
Analytics & AI
Explore Enterprise
Explore Enterprise helps service leaders manage and scale the business in a rapidly changing world. Spot and react to challenges across the business with real-time analytics and boost team collaboration with advanced report sharing capabilities. Learn more
Answer Bot conversation transcripts
Get to know your customers better and increase ticket deflection by looking at transcripts of what your customers ask Answer Bot. Learn more
Marketplace
Assembled Workforce Management
Managing an internal team can be tricky, but we’re making it easier with Assembled Workforce Management. It’s a management platform integrated with Zendesk Support. You can track performance analytics and identify key trends to remain on top of customer expectations. Learn more
IBM Watson Assistant
Zendesk is joining forces with IBM Watson, an AI-powered virtual assistant. Watson uses market-leading AI to understand what customers are trying to accomplish with a dash of conversational language. Learn more
What’s New Webinar
Interact with our experts, ask questions, and learn about the latest and greatest features from Zendesk.
Available in English only.