What’s New
The era of conversational CRM is here. Learn how Zendesk updates can help you create even more personalised customer experience. Register now for our free virtual event.
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For your customers
Make it easy for your customers
Relationships are hard. Conversations don’t have to be. Wherever your customers are – and however they contact you – keep the dialogue flowing with flexible, personalised and conversational service.
Smoother Slack conversations
New Slack Connect capabilities allow direct messages to be managed via the Zendesk unified Agent Workspace.
Learn more about Slack direct messages
Mobile app updates for agents
The mobile app now has the same functionality as desktop. That means agents can keep giving high-quality service, wherever they are.
Learn more about the agent mobile app
Additional Flow Builder tags
Make life easier for agents. Flow Builder tags enhance routing rules and surface more context for agents to deliver personalised support.
Learn more about tags in Flow Builder
Engaging bot conversations
Customise bot personalities with additional rich message types in Flow Builder. Learn how to integrate button links, images, GIFs, emojis and carousels.
Learn more about rich message types for bot conversations
Dataset and dashboard enhancements
Measure the effectiveness of bot answers and identify opportunities to optimise them. Admins can now analyse engagement rate, containment rate and feedback performance for each bot answer.
Learn more about Flow Builder dataset and dashboard enhancements
Keep customer data safe
Increase security and compliance by redacting sensitive customer information directly in the Agent Workspace.
Learn more about redacting ticket content
See what else is new
Check out everything else coming to Messaging this quarter:
Get early access to upcoming features by participating in a beta:
Set your teams up for success
Giving good support requires the right tools. But giving great support requires context and insights, so you can always keep a few steps ahead of your customers.
Improved image management
Simplify the process of reusing images across multiple articles. With the account level image gallery, you can see everything in one place.
Learn more about account level image gallery
New image content blocks
Add image content blocks to articles, then reuse them across your knowledge base.
Learn more about images in content blocks
Search page content tags
Help users find useful information by adding tags to articles and community posts.
Learn more about search page content tags
Improved AI capabilities
Enrich tickets by predicting conversation language, intent and sentiment, with Intelligent Triage updates. Use Smart Assist to give agents contextual information and reply suggestions.
Learn more about Intelligent Triage and Smart Assist
New routing capabilities
Create customised agent statuses that can be easily accessed and updated.
Get the right tickets to the right agents, based on their capacity and status, by automating omnichannel routing.
Give team leads insight into what agents are working on with live agent activity reporting.
Learn more about customised agent statuses, omnichannel routing and live agent activity reporting
See what else is new
Check out everything else coming to the agent and admin experience this quarter:
Get early access to upcoming features by participating in a beta:
Keep your business in sync
Expand operational capabilities with tools that tailor every customer experience to your business.
Granular permissions and data privacy
Protect business and customer data by redacting permissions for tickets, managing automations and more.
Learn more about customised roles and permissions
Zoom for Zendesk
Simplify agent workflow with Zoom directly within Zendesk. Agents can deliver personalised, face-to-face service without switching apps.
Learn more about Zoom for Zendesk
See what else is new
Check out everything else coming to Platform this quarter:
Get early access to upcoming features by participating in a beta:
Sell smarter, not harder
Less repetitive tasks, more selling. We’ll show you how with prebuilt apps, integrations and new feature enhancements.
Sales trigger enhancements
Streamline workflows and boost sales rep productivity. These latest updates allow routine tasks to be automated using additional customised fields for deals.
Learn more about sales trigger enhancements
Omnichannel email composer
With the new composing experience, sales reps can keep the conversation flowing while switching between channels like email and SMS.
Learn more about omnichannel email composer
Deal card customisation
Sell admins can now control how deal attributes are displayed. For example, by including sectioning and ordering on standard and customised fields.
Learn more about deal fields configuration
See what else is new
Check out everything else coming to Sell this quarter:
Get early access to upcoming features by participating in a beta:
Explore our resources
What’s New virtual event
Meet our Zendesk experts and discover our latest product updates
Available in English only.
