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What’s New

2023 has been a big year for Zendesk. Join us as we review our top 5 groundbreaking innovations of the year that you should be taking advantage of. Plus, learn about this quarter's product updates, watch demos, and ask Zendesk experts all of your product related questions.

For your customers

AI-powered conversational experiences

Unlock the power of intelligent CX and enhance every connection with your customers.

Intent Suggestions for Bots

Know exactly what to automate with an all new intents dashboard.

Learn more about Intent Suggestions for Bots
Generative Replies for Bots (Early Access)

Eliminate bot building time and have your bot summarize and generate replies to customers from your existing knowledge base in a natural, conversational way.

Learn more about Generative Replies for Bots
Bot Persona (Early Access)

Customize the tone of your bot to better match your unique brand.

Learn more about Bot Persona
Generative AI for Knowledge Base (Early Access)

Accelerate article creation with minimum text input.

Learn more about Generative AI for Knowledge Base
See what else is new

Check out more updates coming this quarter:

Read release notes

Get early access to upcoming features by participating in a beta:

Tell me more

For your employees

Zendesk for Employee Experience

Deliver superior employee experiences by bringing the same magic you deliver to customers to your internal teams.

Zendesk AI for IT and HR teams

Infuse AI intelligence into every layer of your IT and HR operations with Zendesk AI.

Learn more about Zendesk AI for IT and HR
Conversation Bots in Slack DM

Enhance employee self-service experiences by bringing conversational bots to Slack Direct Messages.

Learn more about Conversation Bots in Slack DM
Secure Help Center Integrations

Create a one-stop-shop for employee support by securely integrating third-party apps to help centers.

Learn more about Secure Help Center Integrations
Custom Ticket Statuses

Create custom ticket statuses to match your employee's unique workflows.

Learn more about Custom Ticket Statuses
See what else is new

Check out more updates coming this quarter:

Read release notes

Get early access to upcoming features by participating in a beta:

Tell me more

For your support team

Intelligent operations at scale

Give your teams the tools they need to provide experiences your customers are demanding.

Layout Builder (Early Access)

Create custom Agent Workspace layouts for agents based on different brands, roles, workflows, and more.

Learn more about Layout Builder
App Shortcuts

Pin your most used apps for quick access.

Learn more about App Shortcuts
Agent Home (Early Access)

Consolidate work for agents into one unified home.

Learn more about Agent Home
Generative AI for Agents (Early Access)

Empower your agents to work smarter and deliver empathetic conversations while saving time with Generative AI.

Learn more about Generative AI
Similar Tickets (Early Access)

Equip agents with contextually similar tickets for quicker and consistent resolutions.

Learn more about Similar Tickets
See what else is new

Check out more updates coming this quarter:

Read release notes

Get early access to upcoming features by participating in a beta:

Tell me more

For your admins

Open and flexible platform

Customize Zendesk to work around your unique business needs.

Custom Objects

Give agents a complete customer view, and customers a more personalized service, by connecting and storing data from third-party systems.

Learn more about custom objects
Unity SDK & Demo Game

Integrate Zendesk’s capabilities natively within your Unity game projects and leverage our new demo game to experience the SDK in a real-life scenario with no additional coding required.

Learn more about Unity SDK & Demo Game
Data & File Storage Dashboard

Easily manage your data storage with a transparent way to track storage usage and self service.

SLA Enhancements for Messaging

Improve your performance tracking and overall operational efficiency with enhanced customization of SLAs for Messaging.

Learn more about SLA Enhancements for Messaging
See what else is new

Check out more updates coming this quarter:

Read release notes

Get early access to upcoming features by participating in a beta:

Tell me more

For your business

Trust and security

Protect your business and build customer trust.

Advanced Data Privacy and Protection

Deliver the most trusted and secure experiences to your customers.

Learn more about Advanced Data Privacy and Protection
Access Log

Gain insight into when an agent has viewed a ticket, a user profile and what searches they have made in the past 90 days.

Learn more about Access Log
Advanced Data Retention Policies

Delete customer data your business does not need and customize what is deleted based on brands, tags, custom fields and other conditions.

Learn more about Advanced Data Retention Policies
Advanced Encryption (Early Access)

Obtain more control over the encryption of your data - now including Help Center data, as well as an admin center for managing the rotation of encryption keys.

Learn more about Advanced Encryption
In-Country Data Locality

Empowers customers in select regions to store their data in-country.

Learn more about In-Country Data Locality
See what else is new

Check out more updates coming this quarter:

Read release notes

Get early access to upcoming features by participating in a beta:

Tell me more

What’s New

Get this quarter's updates, plus expert advice and product tips