Announcements

Hey there, Zendesk community!Get ready! Next Tuesday, May 27, 2025, at 11:00 AM (CST). We will be hosting the final episode of our 5 steps to provide email support series “Step 5 - Final steps to go live”. This session will cover essential actions for launching your email support, including publishing channels and setting workflows, activating email forwarding, and importing users. By attending this session, you’ll learn to monitor CSAT responses, track negative feedback, and utilize reporting tools. As always, there will be time at the end of the session for you to ask questions during the live Q&A segment. Don’t miss the opportunity to get your questions answered live by our experts.Webinar overview

The WFM team is excited to bring the beloved staffing panels to the Week and Month views of the schedule. These panels have been essential for informed daily scheduling, and now their powerful insights extend to broader timeframes, helping you analyze and perfect your team’s shifts with ease. Key Features: Staffing panels now available on Week and Month views. A new totals bar displays scheduled hours per activity for the entire period. "Hours" column shows total scheduled hours per task. "Agents" column shows how many agents work on each task at least once during the period. Quick refresh with the recalculate button to keep numbers up-to-date. Please note, we are continually improving the feature, including future updates for agent counts per day and performance optimizations. Currently, staffing panels on Week and Month views are closed by default to ensure optimal system performance — simply open them

Hi Community!Next Tuesday, May 13 at 11:00 AM CDT, the Zendesk CX team will be hosting the third episode in our "5 Steps to Provide Email Support" series, called Step 3: Build the Agent Experience.In this session, we’ll share some great tips on how to make the agent experience better—like routing tickets more effectively, managing workflows, prioritizing tasks, using macros to save time, and much more.Why Attend? Build efficient ticket routing workflows accurately Streamline agent workflows reducing reduce manual handling Manage tickets with views and macros saving valuable time Leverage automation and apps enhancing overall team productivity  What you’ll learn? Routing tickets using triggers Handling tick

Dear Zendesk Community, It's time to level up your App Game! Introducing the Mobile App Extensibility EAP, available now for customers to engage with. Apps are custom-built applications that extend or enhance the functionality of your Zendesk interface. There is a wide range provided by both our partners and Zendesk, from apps providing you the ability to track the time your agents spend on tickets to those that  help create complex search queries on ticket data with a simple visual interface. What's even better, is that if you can't find the one you want, it might be possible to build it yourself. You might only make use of one app, or perhaps a combination of apps that will take your Zendesk instance to the next level. Mobile App Extensibility EAP enables extending the Support Mobile App interface with custom and private apps created by your teams. Learn more and sign up

Dear Community, We have a great new EAP for from our Web Widget team to improve customer log in and conversation experience in the Help Center. We hope you check it out and sign up! Note: You must have Zendesk Suite or have Support with live chat and messaging and be on the improved messaging backend. If you’d like to participate in the EAP, sign up using this Google form. Thank you again!

Hey Zendesk community, On Tuesday, May 6 at 11:00 AM CDT, the Zendesk CX team will host the second episode in our 5 steps to provide email support series titled Step 2: Organize your team. This session will dive into effective team organization strategies — from using roles and groups to segment your agents, managing customer organizations, to leveraging custom fields.  We’ll walk you through live demos of core Zendesk features and workflows so you can see exactly how to implement them in your own account. Plus, there will be a live Q&A at the end where you can get your questions answered by our team.Why attend?  Streamline your workflows to boost productivity   Define clear roles to enhance team focus and efficiency   Improve collaborat

Hey community friends!As part of the Zendesk essentials webinars, the team is excited to announce a new series titled 5 steps to provide email support. These webinars are designed specifically to help you optimize your email support processes in Zendesk. This series will take you from start to finish, from designing the best Zendesk configuration for your business to launching and monitoring email support for your end users.What to expect Comprehensive overviews: Introduction to key features of Zendesk Support, ensuring you can effectively utilize the platform Step-by-step tutorials: Easy-to-follow tutorials showcasing real workflows that other Zendesk users have found beneficial, providing both instruction and inspiration Best practices: Insights from Zendesk experts and fellow users

Hello, Zendesk Community!We are committed to continuously improving your experience and ensuring that our community programming meets your needs. To do this effectively, we need your valuable input!To that end, we invite you to share your thoughts, feedback, and suggestions directly with us via this 5-minute survey 🔗 Take the Community feedback survey hereThis survey will be open until April 29. Be sure to participate in time so your voice can be heard.Examples of how we’ll use your feedback: Plan programming and content calendars that reflect your interests Identify opportunities to make it easier for you to connect, share, and learn from one another Build stronger connections across the Zendesk Community at large and create more opportunities to e

Hey Zendesk community!The Zendesk team will host the last episode of the Zendesk essentials: Live tutorials this time about Building your ideal Zendesk account - Part 6: Managing ticket escalations happening on April 15th, 2025 at 11:00 AM CST (UTC-06). In this session, the team will focus on optimizing your escalation workflows by creating escalation groups, using macros, automating triggers, and scope custom views.

We are excited to present a new EAP to our Zendesk Customers, Sandbox Configuration Management.  Sandbox Configuration Management is designed to streamline the management of configuration settings across your different Zendesk environments, specifically focusing on the sandbox and production setups. This initiative aims to mitigate the challenges associated with managing configurations by providing a unified approach to inspect, compare, and deploy changes between these environments. Key features of this product EAP include the following:1. Inspecting Your Configuration (Available: 17 January)2. Saving a Version of Your Configuration (Available: February)3. Comparing Versions (Available: May)4. Deploying a Version (Available: July) For more information, to sign up, and get engaged with our Product teams working on these feature

The Zendesk essentials: Live tutorials series is resuming on April 8th, 2025 at 11:00 AM CST (UTC-06) with the topic Building your ideal Zendesk account - Part 5: Setting up your email channel in Zendesk. In this session, the team will discuss the default email setup in Zendesk, email notifications, and email customization. The main topic for this session is the optimization of email setup in Zendesk, wh

Hello Zendesk community!The Zendesk team is happy to announce a new episode of the Zendesk essentials: Live tutorials this time about Building your ideal Zendesk account - Part 4: Prioritizing and tracking tickets with custom views happening on April 1st, 2025 at 11:00 AM CST (UTC-06). In this session, the team will focus on the use of views to organize and prioritize tickets to enhance the customer experience.

The Zendesk team is happy to announce the third episode of the Zendesk essentials: Live tutorials this time about Building your ideal Zendesk account - Part 3: Creating templates for repetitive tickets happening on March 18th, 2025 at 11:00 AM CST (UTC-06). In this session, the team will focus on the use of macros to reduce repetitive work in your team and this way enhance productivity and efficiency.

Hello Zendesk community,  We're excited to roll out the early access program for Brand Spaces! This feature allows agents to handle tickets for their specific brands, sharpening focus and improving privacy and expertise. Brand Spaces features- Agents are dedicated to their brands.- Admins have access across all brands.- Ticket views are limited to an agent's brand memberships.- CC'd tickets from other brands remain accessible. Current Limitations- No bulk Brand assignments or Brand-specific agent roles yet.- Ticket assignment and business rules are not Brand-restricted.- Reporting and suspended ticket access are not yet limited by Brand. Be sure to check out our Brand Spaces early access topic for more information on:

The Zendesk team is excited to announce the second episode of the Zendesk essentials: Live tutorials this time about Building your ideal Zendesk account - Part 2: Automating ticket assignments happening on March 11th, 2025 at 11:00 AM CST (UTC-06). This webinar will resume the work on building the ideal Zendesk account but this time looking at how to configure automatic ticket assignments to enhance your team’s efficiency and response times.

Hey everyone, We are thrilled to launch a new EAP for our Community called Unassigned Shifts. The WFM team is bringing you exciting updates for scheduling options. Unassigned shifts is the new concept in WFM Scheduling. As the name suggests, these are the shifts created without being assigned, nor scheduled to any agent.  This functionality allows managers to have best coverage without focusing on specific people doing the work. Additionally, it can be used for spreading some extra work among people willing to take some overtime hours. Once created, unassigned shifts can be shared with a set of agents that can apply to take them. The final step of the process is manager’s approval, similar to the shift trade. To learn more, sign up and provide feedback please visit

Hey there Zendesk community, We’re excited to kick off our Zendesk essentials: Live tutorials series with our first webinar, Building your ideal Zendesk account - Part 1: Organizing your team, on March 4, 2025, at 11:00 AM CST. The webinar includes practical insights and demonstrations aimed at enhancing your customer support operations, followed by a live Q&A segment to address your specific questions.Webinar overviewIn this webinar, we will cover the following key topics:The importance of planning your workflowUnderstanding how to effectively plan your workflow is crucial for maximizi

Dear Community, We are thrilled to bring you a new EAP focused on Omnichannel Engagements API. Note: The omnichannel engagements reporting API has been launched as an Early Access Program (EAP) for eligible customers to access the engagements dataset. At the time of this EAP launch, only messaging events are supported with this API. However, there are plans to include events from email, Talk and bots so customers can get a holistic cross-channel view using this dataset in 2025.  Lean more here.  You can sign up for the EAP here. And, learn more about how to use the API in our

Hey Community!   The Zendesk Marketplace Apps team is thrilled to share that we’re potentially working on an exciting new feature for Zendesk Support - Automated Voice of the Customer (or VOC), which will help teams deliver on the top ranked customer needs faster with greater insight into all the areas your users might be requesting changes.    We need your involvement to make this feature the best it can be!   The team is on the lookout for some next level thinkers, those who aren’t afraid to step into an area that is rapidly changing, and be willing to give insight and help shape the next stage.    Here’s how you can contribute:   The Product Lead, that’s me, is looking to host a few smaller group

Hello Zendesk Community! We are excited to bring you a new Open Beta for our Enhanced Facebook Integration. Join now! The Enhanced Facebook Integration Open Beta is an opportunity for customers to experience the latest improvements to our Facebook channel integration. This includes key architectural enhancements designed to streamline processes, reduce latency, and improve platform responsiveness. Key features include: Lower Latency Removal of the 7-Day Limit for Older Posts Enhanced Ad Support Improved Stability Increased Channel Support To learn more about this Open Beta, the features, and to sign up, please visit

Hello everyone! We are thrilled to announce an upcoming EAP to our Community: Zendesk Sandbox for Data MaskingOrganizations increasingly need to manage which agents can access end-user PII data to limit identification and exposure. This need arises from various factors, including compliance with regulations, protecting sensitive data, and building customer trust. By utilizing data masking, Zendesk customers can ensure that only privileged users have access to sensitive information, thereby enhancing overall data security.About the Data Masking FeatureThe Zendesk Data Masking feature is a robust security measure that safeguards sensitive data by masking PII, including names, phone numbers, and email addresses from certain agents. This functionality not only helps organizations comply with various data protection regulations but also minimizes the risk of data breaches and unauthorized access. By implementing data masking, companies can build cust

Update: Merging suggestions is now generally available. See Merging related tickets based on suggestions (https://support.zendesk.com/hc/en-us/articles/6885971957914). Hey Community! We are excited to announce an early access program (EAP) for the Merging suggestions feature.What does this EAP include?The merging suggestions feature shows tickets that might be potentially merged to the ticket agent is currently working on. These suggestions appear in the Intelligence section of the context panel within a ticket.We believe these feature will help agents reduce the amount of tickets that should be but weren't merged with the ticket they're currently working on, and in effect reduce the amount of total tickets agents have to handle. For more information about the features in this EAP, see 

Dear Zendesk Community members,We are thrilled to announce the new open EAP for Side Conversation Child Tickets Enhancements. Our product team is thrilled to get folks signed up to test out our new features and help us improve our product offerings.  New features include:Parent Ticket RequesterSide Conversation AccessChild Ticket SettingsComment types and private notesStatus Updates& Ticket Fields To learn more about these features please visit here. We look forward to receiving your feedback! And remember to make sure to click the “foll

Hello, When will we have certification for Zendesk for administrator in Portuguese or Spanish? Thanks!  Att,

Get your early access pass! We're excited to announce that Zendesk Relate 2024 is scheduled for April 16-18 in the city of Las Vegas! Want to be the first in line? Join our early bird list today to get a head start, plus a special $200 discount off early bird prices. Get the earliest bird discount As they say, the early bird catches the worm!! By signing up early, you'll secure your spot among the best brains in Customer Experience (CX), Employee Experience (EX), and Artificial Intelligence (AI). What can you expect? - Rich variety of keynotes: With many stages and speakers, you'll have numerous opportunities to exchange ideas with CX experts from around the globe. - 60+ sessions: S