What’s New at Zendesk
Customer expectations are always evolving, that’s why this quarter is all about agility. Check out our latest product features that enable flexibility and help you stay productive through change.
For your customers
Make it easy for your customers
Offer your customers the freedom of choice, convenience, and flexibility with personalized service across popular channels like messaging, the fastest-growing channel of 2021.
See how your automation strategy performs
Analyze Answer Bot engagement to improve your automation strategy and level up your messaging experience.
Available in September.
Set your teams up for success
Empower your agents to manage increased support volume with powerful tools that provide more customer context and space to focus right out of the box.
Enable focus mode
Cut out the noise for agents with new ways to handle one live channel at a time with focus mode.
Enhance call routing
Improve call escalations or agent-to-agent transfers with transfers only. This enables more customized routing for tiered support teams and protects agents from answering calls right away, so they have room to focus.
Keep your business in sync
Expand the possibilities of Zendesk on the platform that helps tailor every customer experience to your unique business.
Sunshine, the platform with limitless possibilities
Your bright future awaits. Sunshine enables you to expand, customize, and integrate all your existing systems into Zendesk so you can offer personalized experiences beyond your wildest imagination.
Zendesk and Microsoft Teams join forces
Take action on tickets right in Microsoft Teams, which syncs all the context in Zendesk so your employees can work on their preferred channels. Feature coming soon.
New APAC data location controls
Businesses in APAC can now address their data residency requirements by storing their data in the region with new data location controls.
Sell smarter, not harder
Arm your sales teams with pre-built apps, integrations, and new feature enhancements, enabling them to spend less time on repetitive tasks and more time selling.
Work faster with apps and integrations
Get all the right apps and integrations that set your reps up for success via the Zendesk Marketplace. Apps like PandaDoc, Monday, and Tray.io make it easier for reps to collaborate, automate workflows, and focus on charming prospects.
Get the information you need, faster
Leave more room for context with an updated navigation bar that now features a full-width user interface.
Available in August.
Custom objects let you define new object types that are specific to your business. Link these to Leads, Contacts, and Deals so you can utilize data the way you want.