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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.  We understand how important it is to communicate clearly with customers everywhere. That’s why we are offering this EAP to provide multilingual translation support to cover all channels at Zendesk, so you can: Connect instantly with customers in their preferred language. Deliver faster personalized support. Improve customer satisfaction and loyalty worldwide. Empower your support team to work efficiently without language barriers. Expand your business globally with confi

Your October guide to community events is hereHello dear community, Save your spot and join our upcoming events. Whether you want to connect with peers, dive deep into Zendesk products, or get your questions answered by our specialists, we have a variety of formats designed to elevate your experience. Explore the full agenda and make the most of our community. Zendesk User Groups eventsAdmin User Group Meetup📍 Virtual event🗓️ Wednesday Oct 15🔗 RSVP HereAbout the event:With a very special guest… Co

Custom User Field Permissions is now live to our customers! Custom User Field Permissions EAP allows you to apply permissions to custom user fields based on agent role. This means: Department Spaces and Custom User Field permissions work together to give you precise control over agent access to end user data. This lets you protect sensitive information by limiting visibility based on department and agent role. With these features, you can confidently meet your organization’s security and compliance needs while keeping the right information accessible to the right people. Ultimately, it helps you deliver better, more secure support tailored to your business structure. Please note this EAP will have limited participation available. To confirm eligibility and availability please visit our landing page

Hi there Zendesk community! Happy Tuesday! We’re thrilled to bring you a lineup of upcoming community events you won’t want to miss.  Zendesk QA: Create and evaluate your QA scorecardDate: October, 8 at 9:00 am CDTLocation: Virtual event - Registration link About the event:In this session, the Zendesk QA team will introduce the fundamentals of Zendesk QA, including how to set up and customize scorecards and review forms. Participants will learn best practices for conducting meaningful reviews

 Building a great customer service team is a two-part mission: keeping everyone organized and ensuring the quality of their work. Our upcoming events  shows how to master both, connecting the dots between Workforce Management and Zendesk QA. Come see how they work together!   Zendesk WFM: Initial setup and defining agent work 🗓️Join us for and get started with Workforce Management (WFM) experts.October 1, 8am CDT 📍Registration Link Zendesk QA: Create and evaluate your QA scorecardIn this session, the Zendesk QA team will guide you through the essentials

Hello all! Tackling daily challenges is easier when we do it together. That's why we're excited to invite you to our upcoming sessions on Workforce Management (WFM), Analytics, and the impact of AI. Join the conversation to share your insights and learn from peers and specialists! The Road Ahead: Zendesk Analytics Hosted by Enterprise User Group📊 Learn the latest updates on the migration to Zendesk's new analytics tools.🗓️September 23, 10:00 a.m. CDT📍 Registration Link Zendesk WFM: Office hours

Hello dear Community!  Get a sneak peek of next week’s Community events happening right here! The Community, WEM and Enterprise User Group teams are bringing you expert tips on Analytics, QA, and HyperArc. Zendesk WEM: 3 steps to implement Zendesk QA – Step 1: Create and evaluate your QA scorecard🗓️ Date: September 17, 11:00 a.m. CDT📍 Virtual event : Registration LinkAbout the event:Join us for an in-depth onboarding webinar designed to help you master Zendesk QA, the quality assurance platform transforming customer support. In th

 Hi there Zendesk community! Happy Wednesday!We’re thrilled to bring you a lineup of upcoming community events you won’t want to miss Zendesk WFM: Office hoursDate: Sep 10, 2025 11:00 AM CTLocation: Virtual event - Registration link About the event:Join us for our Zendesk WFM office hours, a special interactive session where you can connect directly with our Workforce Management (WFM) experts. This is your chance to ask questions, share challenges, and gain invaluable insights into optimizing your workforce processes. Our team is here to help you l

Hi there Zendesk community! Happy Wednesday! We’re thrilled to bring you a lineup of upcoming community events you won’t want to miss. 6 steps to implement Zendesk WFM - Step 6: Manage schedules, time off, and shift tradesDate: Aug 27, 2025 Time: From 11AM - 12PM CTLocation: Virtual event - Registration link About the event:Join us for an in-depth onboarding webinar and Q&A designed to help you master Zendesk Workforce Management (WFM), the platform revolutionizing

Hello my fellow Zendesk community friends! We're thrilled to kick-off the Early Access Program (EAP) for Customizable CSAT! This update provides participants with a whole new set of tools to tailor the Customer Satisfaction (CSAT) experience for ticketing channels including Web form, Email, and API. The new updates allow you to: Customize the CSAT survey question as per your needs Choose a rating scale range (either 1-2, 1-3, or 1-5 scale increments) Edit the label text for each rating

Hello everyone! We are excited to announce a new series of live training webinars designed to help you unlock the full potential of our platform. These sessions are hosted by our product experts and are free for all users.Join us to dive deep into our latest features, ask questions, and learn best practices that you can apply directly to your business.These events are perfect for customers looking to dive into our latest tools and level up their skills in: Centralized Conversational Business Intelligence: Turn conversational data into powerful business insights. Quality Assurance (QA): Discover tips for improving team performance and consistency.

Hello Zendesk community 👋 We’ve just dropped a new batch of Product Spotlight demo videos—showcasing the latest capabilities to help you deliver better, faster service.This edition features 7 bite-sized demos: Agent Productivity Dashboard – See how your team uses AI tools in Copilot Custom QA – Let AI score service quality based on what matters most (EAP) Automatic Redaction with Triggers – Protect sensitive data and stay compliant Salesforce Integration – Get a unified customer view across Sales and Support AI Agents in Action – Resolve complex issues fast with agentic AI AI Translations for Articles – Instantly localize your Help Center content Article Multiplacement – Manage content across multiple sections with ease   🎥

Hi there Zendesk community! Happy Wednesday! We’re thrilled to bring you a lineup of upcoming community events you won’t want to miss. Self-service - Step 5: Optimize your help center and plan ongoing maintenanceDate: Aug 12, 2025 Time: From 11:00 AM - 12:00 PM CTLocation: Virtual event - Registration link About the event:The Zendesk team will host the final episode of their "5 Steps to Get Started with Self-Service" series, titled "Step 5: Optimize Your Help Center and Plan Ongoing Maintenance." Thi

We are happy to announce an Approvals feature for Agents so that they can send the approval request to other users in Zendesk!  Please view the feature documentation for more information. Why did we build it? Increase agent efficiency: Approvals in Zendesk remove the need for manual interventions or dependence on external applications. Ensure compliance: Track approval decisions within Zendesk to ensure adherence to your organization’s compliance policies. Maintain quality control: Add an approval step into your organization’s standard operating procedures to uphold quality assurance. Provide transparency: Requesters and approvers have visibility into the status of approval requests. For more information and to vi

We are excited to announce that the EAP now allows you to deploy a version/snapshot to your sandbox. This means that any version you have saved can be deployed to your sandbox. You can use this to keep your sandbox configuration up to date and closely matching your production environment.  How do I access it?You will find this feature listed under the Configuration management menu item, labelled “Deployments”. You can read more about how to use this feature here. What can / can’t I deploy?Currently, deployments are supported only to sandboxes. Because deployments can make significant changes to your environment, we want to be confident that the feature is working as expected before allowin

Hello dear Community! Get a sneak peek of next week’s Community events happening right here! The Community, CX, Product, and WEM teams are bringing you expert tips on Self Service, QA, and Action Builder. Jump in, connect, and level up your skills with us!  Zendesk Essentials: 5 steps to get started with self service: Step 4: Test your setup and monitor performance Date: August 5, 11:00 a.m. CDT Location: Virtual event - Registration LinkAbout the event:The Zendesk tea

Hey Community!  The Knowledge Builder early access program (EAP)  is open for you to enroll!  With this powerful feature, knowledge teams can kickstart their help center creation in no time, enabling them to harness AI agents for automating user interactions almost immediately. How? Knowledge Builder analyzes your ticket data to pinpoint the most common customer issues and combines them with key business context (for example your target audience and brand information), to automatically create a ready-to-use knowledge base. You can sign up today and enjoy the benefits the feature brings t

 Hi there Zendesk community! Happy Tuesday!  Here’s our weekly Community events line up or next week.  The Community and CX team are thrilled to be hosting the following events:Zendesk Essentials: 5 steps to get started with self- service - Step 3: Create and organize knowledge base articlesDate: Jul 29, 2025Time: From 11:00 AM - 12:00 PM CDTLocation: Virtual event - Registration LinkSpeakers 🎙️:

We’re excited to announce the official launch of help center authentication for messaging. This feature enables a seamless authentication experience for messaging end users using the web widget inside of the Zendesk help center.  For more information, see Announcing help center authentication for the Web Widget. 

Hello  dear community! Here’s your weekly community events spotlightThe Community, CX, Marketing, and WEM teams are bringing some awesome sessions, filling us with this amazing lineup for next week! It’s a great chance to learn about our products and grab some cool tips. Feel free to share and jump in with us!  5 steps to get started with self service: Step 2-Add users and create your help center framework Date: July 22, 2025 11:00 AMTime: From 11:00 AM - 12:00 PM CTLocation: Virtual event - Registration LinkSpeakers 🎙️:  Paddy Meleady- Sca

Dear Community members,We are excited to launch our new WFM Performance Boards EAP to you and your teams . Zendesk WFM wants to bridge the gap between an agent's work, how it gets reported, and then how it loops back into their performance assessment.Performance boards in Zendesk WFM are a way of giving agents going about their work visibility over certain key metrics that are important to them.Setting up a board allows a manager or admin (or someone with the Permission to do it) to choose from a set of reporting metrics, set goals for each metric, and apply them to a team. Then, you have the option to make that board visible to agents, and in turn those agents will be able to see how they performing as they work - right there in their WFM schedule in Zendesk Support.There is also an optional Le

 Hi there Zendesk community! Happy Tuesday!  Here’s our weekly Community events line up for next weekNext week the Community and CX team are thrilled to be hosting the following events: Relate Deep Dive on platformDate: Jun 30, 2025Time: From 11:00 AM - 12:00 PM CDTLocation: Virtual event - Registration LinkSpeakers 🎙️: Andrea Wong-Product Marketing Manager Vanessa Kahn-Product Marketing Manager Valerie Tsai-Senior Product Marketing Specialist

Hello  community friends!Here’s your weekly community events spotlightWe’re thrilled to bring you a lineup of upcoming community events you won’t want to miss. Get ready to dive into:Email support, Zendesk workforce management, Q&A, and real-time monitoring insights—everything you need to build a strong foundation on Zendesk products.  6 steps to implement Zendesk WFM - Step 1: Plan your setupDate: Jun 18, 2025 11:00 AMTime: From 11:00 AM - 12:00 PM CTLocation: Virtual event - Re

 Hey there Zendesk community! We’re excited to invite you to our next event, Deep Dive into Zendesk for Contact Center. Mark it on your calendar,  June 16th at 11 AM CDT! We'll showcase how Zendesk can uplevel your omnichannel contact center with advanced capabilities like customizable IVR, real-time AI, unified inbound and outbound dialing, and granular security controls. Webinar overview Customizable IVR: See how you can further automate responses and lighten agent workload using IVR Real-Time AI: Learn how your agents can more quickly handle and close out cases with AI-powered insights, transcripts, and synopses.. Unified Inbound and Outb

Hey there, Zendesk community! Next Tuesday, May 20, 2025, at 11:00 AM (CST), join us for the fourth episode in the “5 steps to provide email support” series titled, “Step 4: Build the customer experience.” In this session, we will focus on customizing email templates and understanding how emails are sent from Zendesk. You will learn how to set up notification triggers, manage customer feedback emails, provide a professional email address, and forward emails from employee addresses. The webinar also includes a live demo of key features and workflows, and a Q&A to get your questions answered directly by our team. Don’t miss this chance to improve your customer communication and optimize your Zendesk email support setup.Webinar overview