What’s New at Zendesk

We’re making big changes to the way you message your customers. Be the first to find out how on November 10th! See our past updates below that you can get started with today.

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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

Agent Workspace: Social Messaging
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

Child Ticket Side Conversations
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

Content Blocks
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

User Badges
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

Chat SDK v2
More Updates to Service

Check out our release notes for everything else coming to our customer service products this quarter:

See release notes

See our Early Access Programs

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

Sales engagement automation
More Updates to Sales

Check out our release notes for everything else coming to Zendesk’s sales products this quarter:

See release notes

See our Early Access Programs

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

Shopify Integration, Sunshine Profiles, and Events
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

Multiparty Conversations
More Updates to Platform

Check out our release notes for everything else coming to our platform products this quarter:

See release notes

See our Early Access Programs

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

Explore Enterprise
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

Answer Bot conversation transcripts

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

Assembled Workforce Management
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