Join the What’s New webinar for the full overview.
More than 10 big updates to four of your favorite products—Support, Guide, Chat, and Talk. These include lots of fresh services and a new feature set for Talk that allows larger teams to deliver more personal, productive phone support at scale
Make it right
A beautifully simple system for tracking, prioritizing, and solving customer support tickets.
The new preview experience allows agents to see what their macro looks like—before applying it to ticket. Visionary? Yes, technically it is.
Learn more about Macro Previews
Trigger revision history
Keeping track of changes when updating business rules can be challenging. Especially with multiple admins. Trigger revision history builds a solution right into the Support workflow that enables admins to instantly see who made the change, when it was made, and exactly what changed.
Learn more about Trigger revision history
Custom resources API beta
Brand new and in beta, this feature makes it simple to store essentially any assets—ranging from IT resources and product catalogs for your support team, to the zodiac signs of your customers.
Learn more about the Custom Resources API
Updates to our Salesforce and JIRA apps add enhanced features and functionality:
- Multi-organization in Salesforce Integration allows separate Salesforce contacts that share the same email address, but belong to different accounts, can now be connected in Zendesk Support under a single user from multiple organizations.
- The JIRA app unleashes new features including keyword search for agents and fully configurable issue creation forms for admins
This quarter's top Apps
See more on the Apps Marketplace
Use your know-how
A smart knowledge base for better self-service and empowered agents
Knowledge Capture app
This new feature makes it easy to see what edits were made and who made them. And you can update articles fearlessly, knowing previous versions can be restored in an instant. Even better, it provides complete transparency into the evolution of your knowledge content.
Learn more about Revision history.
“Previously, it fell to agents to search our existing articles to determine if there was one they could use or whether they needed to create a new one. Now that we have the Zendesk Knowledge Capture App installed, we’ve been able to increase productivity and improve article quality by automating a formerly manual and inefficient process.”
– David Vauthrin, Co-founder & CMO at FINALCAD
Strike up a conversation
Live chat software that provides a fast and responsive way to connect with customers in real-time
Widget queue updates
Provide customers with a real-time notification of their position in the chat queue. Managing expectations creates more productive conversations, which in turn, helps with agent bandwidth during peak periods.
Learn more about Queue updates
Emojis for Chat
Add a personal touch to your Chat conversations by adding the perfect emoji (or two). 🔥💯
Learn more about Emojis for Chat.
Talk it out
Call center solution embedded in the Zendesk Support ticketing system
Talk Enterprise: Launch success program
Start off strong with hands-on launch support from Zendesk experts. We’ll help you define business goals, optimize your network environment, configure Talk, and review supervisor features—to set your team up to succeed.
Learn more about Talk Enterprise
Talk Enterprise: Monthly Diagnostics
A deep-dive on performance with expert guidance to help teams troubleshoot and optimize. This includes:
- Diagnostic reports with actionable information regarding Talk performance—like connection failure causes, terminations errors, and network issues
- A monthly call with a Zendesk Talk expert to review these reports in detail, answer questions, and provide suggestions for system improvements
Learn more about Monthly Diagnostics
Talk Enterprise: Usage SLA
Don’t give it a second thought. We’re committed to a 99.5% uptime SLA and will provide usage credits in the case that there’s an outage due to our service provider.
Learn more about Usage SLA
Talk Enterprise: Failover on-demand
Site-specific outage that impacts Talk connectivity? No problem. Failover-on-demand will route calls to an alternate number, so your team will be able to keep offering phone support without interruption.
Learn more about Failover-On-Demand
Textback from IVR
With Textback, you can now add an option for your callers to choose text support instead of waiting for an agent. Simple to use and soon to be as popular as SMS support, Textback was born at an event that’s at the heart of what we do: our annual hackathon, the Zendevian Cup.
Learn more about Textback
More flexibility is always a good thing. This feature will let you choose when to offer voicemail (e.g., during business hours or outside of business hours) and what greeting you’d like to play.
Learn more about Voicemail Configuration.
Analytics to measure and understand the entire customer experience
Sign up for the Explore early access program.
Outbound and Zendesk Connect are joining forces
Outbound enables businesses to automate and deliver relevant messages across web, email, and mobile channels, and to better measure their effectiveness. Outbound and Zendesk Connect are working together to improve the quality of customer interactions.