Current and upcoming Zendesk early access programs (EAPs)

At Zendesk, we value the feedback of our customers and consider it an important part of our process. That's why we offer early access programs (EAPs) for some features in development so that you can try out the feature in advance and give us feedback or report issues.
In addition to participating in EAPs, you might want to join our Experience Research Panel to learn about UX research opportunities.
We are offering early access opportunities for you to give input in the following areas:

Zendesk Support
Zendesk Analytics
Zendesk messaging
Zendesk AI agents
Zendesk Knowledge
Zendesk Workforce Management
Zendesk QA
Developers

Important considerations
Participation in EAPs is completely optional, and availability may be limited. Be aware that pre-release features and functionality:

May not always function as expected or meet your particular needs.
Are not subject to any Zendesk Service Level Agreements (SLAs) that may be applicable to your Service Plan.
Are not considered “BAA Covered Services” or “HIPAA-Enabled Add-Ons” under your Business Associate Agreement (BAA) with Zendesk if you are entitled to and have signed one.
May be discontinued or significantly modified at Zendesk’s discretion.

When an EAP ends, Zendesk will often make the feature or functionality generally available to all eligible Zendesk customers. The feature or functionality may be included in an existing Service Plan, or it may require the purchase of an Add-on. Upon general availability, EAP participants may be required to upgrade Service Plans or purchase an Add-on to continue accessing the feature or functionality.
Zendesk Support
The following current and upcoming EAPs are available for Support:

IT asset management
Task lists for tickets
End user separation
Custom objects in Explore
AI translations for ticket conversations

IT asset management
IT asset management (ITAM) in Zendesk makes it possible for your internal service teams to track, monitor, and manage assets in the same platform they use to resolve tickets. That means faster resolutions, smarter lifecycle management, and no more asset blind spots.
This EAP introduces a single, unified place to track critical device details such as status, who it's assigned to, location, warranty information, and related ticket history.
Learn more about the IT asset management EAP.
Task lists for tickets
The Tasks EAP allows admins to create and manage lists of tasks agents need to perform for common types of tickets. Then agents can add a task list to a ticket they're working directly from the context panel and check tasks off as they're completed. During the EAP, all tasks are optional and don't prevent tickets from being solved.
Learn more about the Tasks EAP.
End user separation
The End User Separation EAP 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.
Learn more about the End User Separation EAP.
Custom objects in Explore


Note: Custom objects in Guide are now generally available. Expanded reporting on custom objects in Explore remains in EAP.

The Custom objects in Guide and Explore EAP provides early access to multiple enhancements to custom objects. First, lookup fields pointing to custom objects can be included in your help center request forms. Second, you can configure end user permissions to view and interact with each custom object's records. Finally, you can also leverage expanded reporting on lookup relationship fields in Explore. Together, these features allow you to integrate custom objects into your end-user's experience and collect more complete data about how lookup relationship fields and custom objects are being used.
Learn more about the Custom objects in Guide and Explore EAP.
AI translations for ticket conversations
This AI ticket translations EAP provides 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, web form, and API. Previously, when an admin activated conversion translation, incoming messages on async channels were translated, but outgoing messages on async channels were not.
Learn more about the AI translations for ticket conversations EAP.
Zendesk Analytics
The following current and upcoming EAPs are available for analytics:


New report builder



New report builder
The new report builder is a redesigned reporting experience that makes data exploration and report creation more efficient and intuitive for both beginners and advanced users.
Learn more about the new report builder.
Zendesk messaging
The following current and upcoming EAPs are available for messaging:

Engagements reporting API
Redesigned messaging notifications

Engagements reporting API
The omnichannel engagements reporting API has been launched as an Early Access Program (EAP) for eligible customers to access the engagements dataset.
Engagements represent individual legs of agent interactions in the overall ticket lifecycle.
Learn more about the Engagements reporting API.
Redesigned messaging notifications
Zendesk is introducing a redesigned notifications experience for messaging conversation updates. This notification center will serve as a centralized event center to keep agents up to date on new conversation assignments, new replies from end users, and @mentions from other agents.
Sign up for the EAP here. To learn more, see Using the notifications list to manage conversations.



Zendesk AI agents
The following current and upcoming EAPs are available for AI agents:

Automation potential report

Automation potential report
The automation potential report is a powerful tool that shows you how to leverage AI agents to automatically answer customer questions. The report analyzes your last 30 days of ticket data and provides insights on how you can increase your ticket automation rates.
Learn more about the Automation potential report EAP.
Zendesk Knowledge
The following current and upcoming EAPs are available for Knowledge:

New request list experience





New request list experience
The help center, by default, offers the option for end users to submit requests. End users who submit requests can also manage their support requests in the customer portal.
The new request list experience improves the way in which end users can manage large numbers of requests in the customer portal. When you enable the new request list experience in your theme, end users can use the new combinable filtering options to refine the requests they want to manage as well as new column configuration options to show/hide columns.
Learn more about the New request list experience.
Zendesk Workforce Management
The following EAPs are available for Zendesk Workforce Management (WFM). This section was formerly Tymeshift.

Combined workstreams and workstreams prioritization
Forecast vs Actual report
Unassigned shifts
Staffing panels week and month views
Workday integration for WFM
Forecast scenarios

Combined workstreams and workstreams prioritization
Admins can combine workstreams, as well as prioritize workstreams so that you can ensure that you’re covering the right work at the right time.
Learn more about the Combined workstreams and workstreams prioritization EAPs.
Forecast vs Actual report
The Forecast vs Actual EAP unveils a dynamic new reporting feature, offering users the ability to directly compare forecasted data with actual performance metrics within their operations. This reporting page is tailored to enhance decision-making and operational analysis by providing insights into Inbound Volume, Staffing, Average Handle Time, and Service Levels.
Learn more about the Forecast vs actual report EAP.
Unassigned shifts
Unassigned shifts are created without being assigned specific agents, allowing managers to ensure optimal coverage without focusing on individual team members. Once created, unassigned shifts can be shared with a group of agents who can apply to take them.
Learn more about the Creating and managing unassigned shifts EAP.
Staffing panel week and month views
This EAP allows you to view staffing panels in both week and month views in the WFM Schedule page. Staffing panels have provided key information in the Schedule page day view. With this EAP, staffing panel capabilities are being extended to the week and months views to help you analyze and perfect your teams' shifts on a broader scale.
Learn more about the Accessing the WFM schedule staffing panel.
Workday integration for WFM
Integrate Workday with your Zendesk Workforce management (WFM) account to automatically import approved time off data from Workday into WFM. Approved time off from Workday automatically synchronizes to the WFM Schedule and Time Off Management pages.
Learn more about the Workday integration with Workforce management.
Forecast scenarios
Forecast scenarios allow you to create and save multiple forecast versions for each workstream. You can test different algorithms and settings to determine the ideal scenario for your needs before activating a forecast for a workstream.
Learn more about Forecast scenarios.
Zendesk QA
The following early access program is available for Zendesk QA.
Real-time QA insights
Real-time QA insights leverage AI to detect predefined concerns in ticket conversations as they happen. These concerns include privacy, vulnerability, abuse, churn risks, and unresolved issues.Real-time QA insights appear in the Agent Workspace and Agent Home. Admins can also set up triggers to automate workflows when specific insights are detected.
Learn more about the Real-time QA insights EAP.
Developers
The following early access program is available for workforce management (WFM).
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The following early access program is available for Developers.
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WFM reports API
The WFM reports API is a powerful new tool for you to harness your data more effectively. This endpoint allows you to extract data from both default and custom reports by specifying the ID of the desired report template. The WFM reports API is currently in an Early Access Program (EAP).
You can sign up for the WFM reports API EAP.