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What’s New

Get a dose of all things new at Zendesk

TL;DR

皇冠体育盘口Rain or shine, the future is still bright at Zendesk. We’re coming in hot with new product launches just for you. The Zendesk Support Suite makes it easier for your business to have a conversation with any customer. Zendesk Sunshine, the open and flexible CRM platform that gives you a complete view of your customer is now available to everyone. And lastly, The Zendesk Sales Suite, a solution that empowers reps to build relationships and close deals faster. Nice.

Zendesk Support icon

Elevate your conversation

The full service experience

Agent Workspace

皇冠体育盘口Give agents an easier way to support customers on their preferred channels. With The Agent Workspace, agents can respond to customers across channels like chat, email, voice, and social messaging from one place. The Agent Workspace eliminates the need to switch channels and gives customers the convenience they expect.

Learn more about the new Agent Workspace.

Social Messaging

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.

Zendesk Support icon

Make room for closers

皇冠体育盘口The modern sales solution for more rewarding conversations.

The Sales Suite

The Sales Suite removes the difficulties of sales software so your team can focus on what really matters—building meaningful relationships and closing deals faster. The Sales Suite includes— Zendesk Sell, Zendesk Chat, Voice, and Reach.

Learn more about The Sales Suite.

Zendesk Sell

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.

Zendesk Chat

皇冠体育盘口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.

Voice

皇冠体育盘口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.

Reach

皇冠体育盘口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.

Zendesk Support iconSupport

Make it right

皇冠体育盘口A beautifully simple system for tracking, prioritizing, and solving customer support tickets.

Side Conversations - Search

Receive side conversations through search to easily retrieve valuable ticket data.

Sign up for the .

Side Conversations - Ticket Channel

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

Sign up for the .

Email de-limiter

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 .

Zendesk Guide iconGuide

Use your know-how

A smart knowledge base for better self-service and empowered agents.

Scheduled Unpublishing EAP

Schedule a future date to unpublish an article.

With scheduled publishing and article verification, this feature makes it easier to manage time-sensitive content, for example, content that is tied to a specific campaign or initiative. In addition, multilingual help centers now have the ability to schedule all translations to go live at once.

Learn more about .

User Segments: Selecting Individual Users

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 .

Theming Updates

皇冠体育盘口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 , , .

Zendesk Talk iconTalk

Talk it out

Call center solution for more personal, productive phone support conversations.

Agents Recording Controls

Allow agents to pause and resume the recording of an active call to maintain customer privacy.

Learn more about .

Call Recording Permissions

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

Learn more about .

IVR Group Routing

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

皇冠体育盘口Learn more about .

Zendesk Sell iconSell

Make a big deal of it

Sales software to enhance productivity, processes, and pipeline visibility for sales teams.

Sell Apps

皇冠体育盘口Sell apps are available in the Zendesk Marketplace. Easily connect your other tools to Sell, like Mailchimp or QuickBooks, to display all customer and critical selling information in a unified interface. Build your own private apps to deploy custom needs that are unique to your business or sales process.

Discover apps for Sell in our Marketplace.

Note Enhancements: Starring and Tagging

皇冠体育盘口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.

Voicemail

皇冠体育盘口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.

Round Robin

皇冠体育盘口Quickly distribute new leads or deals to your team with automated distribution lists.

皇冠体育盘口Learn more about .

Zendesk Sunshine iconPlatform

Build it your way

Powerful tools for admins and developers to build the best customer experiences possible.

Custom Events and Unified Profiles GA

Custom Events capture and display customer actions, ranging from shopping cart to web activity and everything in between. Unified Profiles build complete customer profiles with information from internal and third-party apps.

Learn more Custom Events and Unified Profiles.

AWS Connector GA

Stream Zendesk events to AWS with just a few clicks.

Learn more the AWS Events Connector.

Sunshine Workflows EAP

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

皇冠体育盘口Learn more about .

Shopify and Sunshine Events Integration EAP

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

Sign up for the .

Sunshine Data Manager EAP

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

皇冠体育盘口Learn more about .

Custom Objects Permissions 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 App EAP

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

Sign up for the .

Multi-party for SDKs 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.

Notification API

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 .

WhatsApp Enhancements

皇冠体育盘口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 .

Zendesk Explore iconExplore

Dig in

皇冠体育盘口Analytics to measure and improve the entire customer experience.

Custom Roles

皇冠体育盘口Quickly manage permissions at scale with custom roles. Available only for Support Enterprise customers.

Learn more about .

Light Agents Access

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 .

Scheduled Dashboards to Individuals

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

皇冠体育盘口Learn more about .

Consolidated Group Attribute

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

Learn more about .

Dashboard Link Sharing

皇冠体育盘口Securely share dashboards to partners or stakeholders using a public or password-protected URLs.

皇冠体育盘口Sign up for the .

Tag Reporting Enhancements

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 .

Query management improvements

皇冠体育盘口Easily create and update queries with a number of improvements to the query management experience.

Learn more about .

Dataset updates

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

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Customer Experience

Our people are your people

A team dedicated to helping you deliver the best possible customer experience.

Premier Enterprise

皇冠体育盘口Meet our biggest, most comprehensive package of Zendesk CX . This offering caters to all the unique, complex business needs of our Enterprise customers. We provide support with Technical Account Management, Managed Services Hours, Training Unlocked, and Premier Support.

Contact your account representative to learn more.

Zendesk Assist

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.

And more

Improve your experience

Other exciting new features and services to help you make the most of Zendesk.

Zendesk Customer Experience Trends

Companies manage three times as much data as they did five years ago

Our team of experts reviewed data from 45,000 businesses using Zendesk across 140 countries. We compared how they use Zendesk with opinions from customers, agents, customer experience leaders, and sales leaders. Learn about the top trends we've identified for 2020, and find out how you stack up against the competition with our Customer Experience Performance Scorecard.

Learn more about The Zendesk Customer Experience Trends Report.

New Telephony Partner Integrations

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.

New Marketplace Apps from Partners

皇冠体育盘口Check out our brand new integrations with Recurly, Skedulo, and more.

Learn more in our Marketplace.

Zendesk Luminaries

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.