What’s New

Customers want to communicate with your business as they do with their friends-effortlessly. With integrations into popular messaging apps- like WhatsApp, WeChat, Facebook Messenger, Twitter, or LINE, the Zendesk Social Messaging add-on enables your team to have natural and personalized conversations with customers, all through one unified workspace.

Learn more about social messaging.

Sales CRM to enhance productivity, processes, and pipeline visibility for sales teams. Sell removes the friction from deal updates so your team can always access, analyze, and collaborate on relevant deal data.

Learn more about Sell in The Sales Suite.

Uncover lead opportunities in a brand new way. With live chat, you can engage with prospects so chats turn into dollars.

Learn more about Chat in The Sales Suite.

Generate auto-dial call lists and power through calls with just a click. Automatic call logging and recording saves time and allows your reps to truly focus on having a rewarding conversation.

Learn more about Voice in The Sales Suite.

Build targeted prospecting lists and enrich any lead or contact with accurate data, so you have all the right information to keep your pipeline full.

Learn more about Reach in The Sales Suite.

Agents can create a new Side Conversation that results in a new ticket to streamline internal workflow.

Sign up for the EAP.

The email delimiter removes the `### Reply above this line ###`, creating a better end-user experience for customers using Zendesk as their email client.

Sign up for the EAP.

Set up more flexible user segments with the option to select staff or end-users. You can add specific users to a segment without selecting them via ‘an attribute’. Also, the setup wizard can manage the process of editing User Segments in better ways.

Learn more about User Segments EAP.

Improve accessibility for end-users with disabilities with the Copenhagen theme, and benefit from faster load times and increased performance.

Deploy and manage custom codes exactly the way you want with the Guide theming API. Available to Pro and Enterprise customers.

Learn more about Copenhagen theme updates, Guide Templating API v2, Guide theming REST API.

Offer callers the choice to opt-in or opt-out of call recordings. Specify call recording permissions by phone number.

Learn more about Call Recording Permissions.

Assign overflow groups to an IVR route to ensure callers always reach a live agent and get the help they need.

Learn more about IVR Group Routing.

Taking notes is critical when you’re speaking with a prospect or customer. Now you can use note tagging to organize your notes, and note starring to flag and reference any important notes taken with a client.

When reps are busy with making sales, missed calls and voicemails happen. We enhanced voicemail in Sell to make it easier for prospects or customers to leave a voice message, so reps can return calls quicker.

Quickly distribute new leads or deals to your team with automated distribution lists.

Learn more about Round Robin.

Stream Zendesk events to AWS with just a few clicks.

Learn more the AWS Events Connector.

Create new workflows across systems and products. Automate and start a process based on Custom Object data.

Learn more about The Sunshine Workflows EAP.

Display Shopify events, like orders and returns, via Sunshine, giving your agents the context they need when customers reach out.

Sign up for the The Shopify + Sunshine Events EAP.

Manage your Custom Objects inside the support interface with access to create, view, update, and delete your custom objects with a few clicks.

Learn more about Sunshine Data Manager EAP.

We are adding more functionality to set permissions for Custom Objects. By using this feature, you'll be able to select any combination of read, update, create, and delete actions for your agents and end-users.

Sign up for the Custom Objects Permissions EAP.

The prebuilt Custom Objects app allows agents to automatically get access to custom object data that already exists.

Sign up for the Custom Objects App EAP.

Leverage a new data model and set of APIs to manage participants and route messages for more advanced conversational use cases— including C2C, marketplace messaging, and conversation monitoring. Create and manage multiple simultaneous conversations between a customer and your business.

Contact your Account Representative to learn more.

Send outbound messages to users proactively at a lower cost—across any business system—using a single API call. Give agents full context of the original message with message reconstruction upon reply.

Learn more about Business Initiated Conversations.

Enable richer conversations with native multimedia support for audio and video messages, and leverage media message templates to send images and documents. Get full context from message templates with message reconstruction for WhatsApp.

Learn more about the WhatsApp Business API.

Customers with the Collaboration add-on can keep their entire team in the loop by sharing view-only dashboards with light agents.

Learn more about light agent access.

Tailor your scheduled dashboards to go out to groups or individual agents.

Learn more about scheduled dashboards for individuals.

Report on Support and Chat agent performance with a new consolidated Group attribute.

Learn more about Chat Agents in Explore.

Securely share dashboards to partners or stakeholders using a public or password-protected URLs.

Sign up for the Link Sharing EAP.

Take your analysis to the next level with the new "INCLUDES" function for tags. You can now slice and dice data by tags to uncover insights by priority, tier, geography, and more.

Sign up for the Granular Tag Reporting EAP.

Easily create and update queries with a number of improvements to the query management experience.

Learn more about Query Management Improvements.

New Guide metrics, updates to metric names and formulas, and updates to ID attributes are now available in Explore.

Learn more about the Explore Dataset Updates.

The Zendesk Assist packages provide you with ongoing access to Zendesk experts who provide support with hands-on configuration and contextual guidance.

Contact your account representative to learn more.

Integrations with Amazon Connect and NICE inContact CXOne provide consolidated agent workspaces for more agent efficiency and better customer support.

Learn more in our Marketplace.

Check out our brand new integrations with Recurly, Skedulo, and more.

Learn more in our Marketplace.

At Zendesk, we want to meet the best of the best —people who are working to turn customer support from a hidden hero into the heart of their business. As a Luminary, you'll have the opportunity to share your stories (the good, the bad, the ugly), showcase your expertise, and network with other Luminaries from all over the globe.

Learn more about the Zendesk Luminaries.