What’s New at Zendesk
The Zendesk Suite delivers everything you need to set teams up for success and keep your business in sync. This quarter, we’re building further on these values—so we can help you do what matters most: keep customers happy.
Available in English only.
Say hello to the Zendesk Suite
A complete customer
service solution
Make it easy for your customers
Offer support in ways that are convenient for your customers, so it’s simple for them to get the answers they need.
Set your teams up for success
Help your agents, admins and internal teams do their best work. Zendesk offers robust out-of-the-box tools that are quick to set up and easy to use.
Keep your business in sync
Customize to your heart’s content with an open and flexible platform that you can scale, extend, and optimize as your business changes.
Platform
Messaging
Keep the conversation going
Allow customers to switch from web messaging to email so they can easily continue the conversation.
Learn more about continuous conversations from messaging to email
Support global customers with AI
Flow Builder now supports 17 different languages so agents can automatically translate conversations across web, mobile, and social channels.
Learn more about auto translation and more languages to Flow Builder
Measure your success
Real-time metrics such as volume, agent availability, and wait times are now available for messaging.
Learn more about real-time analytics for messaging
Track customer satisfaction
Businesses can now send and analyze CSAT surveys related to messaging conversations with ease.
Learn more about CSAT for messaging
See what else is new
Also new this quarter:
- Embedded Voice web widget
- Messaging support in the sandbox
Check out our release notes for everything else coming to messaging this quarter:
Self-Service
Improve your self-service strategy
New publishing and article analytics show how your team contributes and how customers engage with your help center content.
Learn more about article reporting and team publishing reporting
Search knowledge across your help center
Many Zendesk customers also have great self-service content in other places like websites, blogs, learning management systems, etc. Now your help center search can surface results from external sources.
Learn more about federated search
More updates to self-service
Also new this quarter:
- Pre-fill ticket forms for your customers
Check out our release notes for everything else coming to self-service this quarter:
Agent Experience
Redact sensitive customer information
Easily redact sensitive information like credit card numbers or social security numbers from conversations.
Learn more about redaction
More updates to agent experience
Check out our release notes for everything else coming to Zendesk this quarter:
Apps & Partners
New Shopify app feature
Shopify processes transactions instantly by automatically tagging tickets that have a refund or cancellation request. In addition, you can now detect customer details with just a phone number.
Learn more about our new Shopify app updates
Bidirectional integrations with AWS
Integrations with AWS are now bidirectional. Send real-time event data between Zendesk, AWS, and other SaaS applications seamlessly—without coding.
Learn more about the AWS integration updates
New and noteworthy apps
Prebuilt Marketplace integrations drive better customer experiences and help your teams work faster with data and tools.
The Zendesk for Discord Bot offers smooth and personalized support to your customers. Your users stay in Discord and your agents stay in Zendesk—how bot that.
Branding your help center with templates form Lotus Themes enables seamless self-service experiences.
Resolve tickets directly in Asana with cross-team collaboration, surfaced ticket information, and task creation.
Learn more about new and noteworthy apps
More updates to apps and partners
Check out our release notes for everything else coming to Zendesk this quarter:
Sales
Close more deals
Give your sales reps a game plan, then provide them with context and related opportunities automatically.
Learn more about task improvements and task player
Automate lead and conversion outreach
Convert leads to deals with our new API endpoint, and use Zapier to automatically add new leads to Reach sequences.
Learn more about enrolling leads in Zapier and lead conversion public API
The right tools for collaboration
More tools make it easy for reps to create and view complete tickets. Collaboration between sales and support just got a whole lot easier.
Learn more about our collaboration updates
Use your existing phone system
Businesses can now integrate their current phone system, like Genesys or Avaya, into Zendesk.
Learn more about our Sell CTI toolkit
More updates to sales
Also new this quarter:
- HTML signatures
Check out our release notes for everything else coming to our sales product this quarter:
