Early access programs (EAPs)

End User Separation is part of the Department Spaces feature launch. This follow on launch allows admins to segment agents access to end users based on the agent’s department membership. This ensures focused support, enhances data privacy, and promotes specialized product knowledge. Agents' ticket access AND end user access will depend on their department membership. Zendesk Admins automatically belong to all departments. As a participant in the EAP, we kindly ask for your active engagement and feedback. This may include participating in surveys, providing feedback on your experience, and reporting any issues you encounter. Your insights and suggestions will be invaluable in helping us refine our products and ensure they meet the needs of all our customers. If you have any questions or need further clarification, please don't hesitate to reach out to us directly at tim.mclean

Currently, the Translation EAP functionality is primarily reactive. While agents can set the requester's language when creating a new ticket, they lack the ability to translate their own initial public comment within the "New Ticket" interface.Is this on the roadmap?

Would really appreciate a way to turn off the help bot in the bottom left corner - it covers the macros, and pretty annoyingly starts a chat when you accidentally open it!  

Thank you for your contributions and feedback on this EAP Hello everyone and thank you for your contributions and feedback on this EAP. We appreciate your time and energy to share your thoughts with us.  Based on your feedback we have implemented the following into this product and feature: Simplified the staffing numbers calculation for combined workstreams. When scheduled for combined WS, work is equally attributed in staffing panels to its composing WS that agent is assigned to. Are already working on adding combined workstreams into our staffing panels. Stay tuned for an upcoming release.

Allowing tickets to be updated via triggers based on approvals. For example a ticket being placed on hold and re-opening when approval has been updated. 

Thanks everyone for your contributions and feedback on the Early Access Program (EAP) for Forecast Scenarios. We appreciate the time and energy you invested in sharing your thoughts with us. Based on your feedback, Forecast Scenarios are ready for general availability (GA). The rollout will begin on February 10.Customers who participated in the EAP will continue to have access to Forecast Scenarios under GA.  No action is required. Your scenarios, settings, and data will carry over automatically.To learn more about this feature, see Viewing and managing forecast scenarios. In the future, if you have feedback or questions related to this feature, please visit our community forum where we collect and manage customer product feedback. For

Join Our Community Forum for Forecast Scenarios EAP FeedbackWe’re excited about our community forum, a hub for engaging discussions and valuable feedback. We encourage you to join in, follow the latest topics, share your insights, or pose questions. When there’s buzz around a specific topic, especially related to the new Forecast Scenarios EAP, we’ll highlight it to gather diverse perspectives. Your thoughts and questions are welcome anytime, helping us shape this EAP together. How to Provide Impactful FeedbackYour input is crucial, covering the good, the concerns, and suggestions for improvement. To foster a forum brimming with productive dialogue, we need a sprinkle of effort from everyone involved. Just leave a comment below.Make your feedback impactful by considering these steps: If something about the Forecast Scenarios doesn't sit right with you or you see room for enhancement, take a note. R

Role permission doesn’t seem to work, Admin’s can access but not other roles even though they have Forecast enabled:

Thanks to your feedback we created a new scheduling mode which tells the algorithm to build agents' schedules only using combined workstreams. The feature has been released to all EAP participants on: January 14, 2026. What exactly is changing?As mentioned, there is a new scheduling mode available for you to enable in Workstreams → Scheduling Settings → Schedule combined workstreams. By default it is deactivated.  The current and default behavior: When generating schedules, the algorithm decides whether it’s best to schedule a user for a single workstream or a combined workstream for that specific period to ensure the most efficient resource allocation based on the forecast and workstream availability. New mode behavior: If the new mode is activated, the scheduling algorithm uses only com

We have found that once you click the Translate button on a conversation that has many back and forth emails, it will translate the customer's message from French to English which is what we want.  However, by default, it will show the agents reply in French.  This means that for every single agent response we have to click “Show Original” to be able to read what they wrote and follow the conversation.  That should not be the default behavior.

Hi team, We are currently participating in the closed EAP for AI translations for ticket conversations and have encountered a bug regarding the persistence and re-triggering of translations. This affects Admins testing the feature, as a customer's reply can currently only be translated once; once the translation has been performed, it won't re-trigger despite refreshing the page or opening the ticket on another device. We encounter this every time we attempt to re-translate a message during our EAP testing. Specifically, after translating a reply once, refreshing the page or having another admin access the same ticket results in the customer's message not getting translated again. The ideal solution is for the translation toggle to remain functional regardless of how many times it has been used or who is viewing the ticket. When the "Translate" function is enabled, the system should consistently fetch or display the translatio

Hi, We were really excited to start testing the Outbound Translator, but unfortunately, the results so far have been underwhelming. We’ve created around 10 test tickets in multiple languages (Swedish, Polish, Finnish, and Danish), using both email and web form submissions. In every case, the translator has timed out and sent the original English response instead of a translated one. I’d love to hear if there are any tips or troubleshooting steps we could try to get the translator to actually perform some translation on the ticket. Steps we’ve taken: The Outbound Translator is turned on, and we can see the approved checkmark in the ticket composer. The customer writes in their native language, and the end-user language matches the ticket’s language. The agent writes an English response, either manually or using a macro. The ticket is solved. After about 5 minutes, our test

Hello, I hope you could consider this in a future release.  To enable Translate a CS agent must click 'Translate' in the right hand side of the ticket.The next step is to then click 'Translate' along the bar at the top of the ticket - currently the agent has to make this click every time a ticket is opened. With agents solely working on translations all day, we would prefer this is selected by default; as this is adding unnecessary clicks and agents may forget.We have agents working on 4 concurrent WhatsApp conversation so it's clicks we could do without. thanks Omar 

Hello! After having used the tool for a while, we’d like to share our feedback and explain why we currently cannot consider it a viable option for our needs. 1. Lack of visibility into translations In the ticket view, we have no visibility into whether the translation worked or what was actually sent to the customer. The customer receives the translated message, but in the ticket view we only see the agent’s English version. While it’s technically possible to access the translation through an API call, this is not practical for our workflows. There also appears to be no way to track translation activity (for example, via tags). Recommendation: Improve transparency. Display the translated messages in the ticket view (e.g., as an internal note) and provide a clear way to track when translations occur. 2. No glossary support Many of our produ

I can confirm that we have been able to configure everything and the new tool is working fine. I have one observation: when I submit a ticket using the translator, I, Maia, as the Agent, cannot preview the translation before sending it. In other words, the translation is done after the user receives the email with the response. How can we check or validate the translation of the text I write before sending it? I look forward to your replyBest Regards 

Join Our Community Forum for WFM Creating Combined Workstreams EAP Feedback We’re excited about our community forum, a hub for engaging discussions and valuable feedback. We encourage you to join in, follow the latest topics, share your insights, or pose questions. When there’s buzz around a specific topic, especially related to the new WFM Creating Combined Workstreams Early Access Program (EAP), we’ll highlight it to gather diverse perspectives. Your thoughts and questions are welcome anytime, helping us shape this EAP together. How to Provide Impactful Feedback Your input is crucial, covering the good, the concerns, and suggestions for improvement. To foster a forum brimming with productive dialogue, we need a sprinkle of effort from everyone involved. Just leave a comment below. Make your feedback impactful by

Getting Started: For those eager to integrate this new capability into their workflow, please note that the EAP for the Forecast Scenarios is currently open for registration. Joining the EAP will allow you to pioneer this feature and shape its development.To access the program, the product team will need to have a brief explanation of your use case to assess if enablement is beneficial and applicable. For that, please provide the application through this EAP form. 

Forecast scenarios are customizable sets of forecast parameters that allow managers and workforce planners to experiment with different algorithms and settings. This feature enables users to create multiple versions of forecasts, assess and compare them, and then select the most suitable one as the active scenario. The tool is designed to provide flexibility and control over forecast planning by allowing users to simulate various scenarios without impacting existing data or results.Learn more about Forecast Scenarios EAP here.

As a participant in the EAP, we kindly ask for your active engagement and feedback. This may include participating in surveys, providing feedback on your experience, and reporting any issues you encounter. Your insights and suggestions will be invaluable in helping us refine our products and ensure they meet the needs of all our customers.  Ways to engage: Comment on any existing community topic around partial end user separation EAP Create a new community topic Email tim.mclean@zendesk.com and alina.wright@zendesk.com with your feedback.  If you have any questions or need further clarification, please don't hesitate to reach out. We greatly value your input and look forward to your participation in our Early Access Program.

We are experiencing inconsistencies with the Omnichannel API and require clarification on the expected behavior concerning engagement and ticket data. Specifically, we have observed the following issues: Missing Closed Messaging Tickets in Engagement Lists: Certain closed messaging tickets, despite confirmed agent engagement, are not appearing in the engagement lists. We need to understand why these tickets are excluded and how to ensure accurate reporting of all agent-engaged conversations. Incomplete Engagement Data Due to Trigger-Based Unassignment: Engagements are missing from the list when a chat is initially auto-assigned to an agent, subsequently unassigned by a trigger, and then re-offered and accepted by the same agent. The conversation segments occurring between the initial auto-assignment and the re-offering are not being captured. We request information on how

Data Masking will be generally available (GA) to customers with the Advanced Data Privacy and Protection add-on from November 5th, 2025. As a result, the early access program (EAP) will come to an end and no new signups will be accepted. Customers who have signed up will also be notified by email.   Thank you for your contributions to the Data Masking EAP!  Follow our Announcements to get notified about the release.

Zendesk is announcing improvements and updates to ticket translation in the Zendesk Agent Workspace. We’re adding AI translation support for outgoing messages on all async ticket conversation channels, including email, webform, and api. This feature will be available as part of an early access program (EAP) beginning on October 20, 2025.  Please note this is a closed EAP which means there are pre-requisites for participatation. Please review the sign up form below for more information.  What is changing? Previously, when an admin activated conversion translation, incoming messages on email channels were translated, but outgoing email messages were not. Now, incoming and outgoing tr

Zendesk wants to provide you with the insights needed to be successful with Generative AI Agents (also known as chat bots). The automation potential page will highlight the areas where you are well equipped to offer a generative answer to your customers, provide metrics to highlight the potential benefits, and help you identify knowledge gaps which you may decide to accommodate so that your AI agents can answer more topics.Through the use of AI analysis, we are able to extract common topics in your customer conversations and allow you to understand the efficacy of the generative AI agent in being able to serve those conversations. By automating these conversations, you will be able to free up your agents to work on more complex or unique issues.To read more about this feature, please see Vie

In WFM - General Tasks, I see that the talk status can be set to 'Available.' However, in the Workstreams, there is no option for either 'Talk' or ‘MSG’ status. We need the status to be automatically set to 'Available' for either Talk or MSG when both Workstream or Combined Workstream is assigned to 'Voice' or 'MSG. I know it is expected behaviour that talk Status sync currently exists with the General Tasks but not Workstreams, but I would appreciate it if you develop it soon!

This is a good start, but we hope for additional functionality: Trigger an approval request to be sent (like we can do for Side Conversations, SC) Use macro to create an approval request (like we can do for SC) Add comments and attachments from the main ticket conversation (like we can do with a Side for SC)