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 Copilot
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:
MCP client
Multi-recipient email tickets
Custom agents
MCP client Zendesk now supports model context protocol (MCP) server connections for action flows. When an MCP server is connected to a Zendesk instance, the MCP server's tools become available for use in action flows. This significantly expands the range of actions you can perform with action flows. In the future, support for MCP tools will extend to AI agents, auto assist, and custom agents. To learn more, see Connecting to MCP Servers and using MCP tools in action flows (EAP). Multi-recipient email tickets Zendesk has launched a new workflow that creates multiple tickets when an inbound email with several support addresses is sent to the same Zendesk account. For example, an email sent to it@company.zendesk.com and hr@company.zendesk.com creates two tickets: one assigned to the IT support address and another to HR support. This helps multiple teams stay aligned on the same request, and each ticket is linked with a shared ID so agents can connect the conversation. To learn more, see Turning on multi-recipient email tickets (EAP). Custom agents Zendesk is introducing the agent builder, which is a tool that puts the power to create agents directly in the hands of admins. With the agent builder, admins can create custom agents that handle deep, multi-system reasoning on behalf of AI and human agents. Custom agents can be tested, deployed, and optimized for your own specialized tasks, and integrated with Zendesk's conversational AI agents and Copilot. Learn more about custom agents and the agent builder. Zendesk Analytics The following current and upcoming EAPs are available for analytics:
Agentic analytics
New report builder
Agentic analytics Agentic analytics, the next generation of Zendesk analytics, is a user-friendly, AI-powered tool that helps customer service teams monitor the performance of both AI and human agents in real time. It clearly shows the impact of automation, identifies key trends, and provides easy-to-understand recommendations, making it simple for teams to work more efficiently and deliver better customer experiences. Intuitive dashboards and the ability to ask natural language questions make service improvement accessible to everyone. Learn more about Agentic analytics. New report builder The new report builder is a redesigned reporting experience that makes data exploration and report creation more efficient and intuitive for beginners and advanced users alike. Learn more about the new report builder. Zendesk messaging The following current and upcoming EAPs are available for messaging:
ChatGPT as a customer support channel
End-user presence for messaging
ChatGPT as a customer support channel As customers increasingly turn to AI assistants, businesses need a way to ensure the support provided is accurate and follows standard business processes. This EAP leverages OpenAI’s Apps SDK and the Model Context Protocol (MCP) server, allowing businesses to extend their support presence directly into the ChatGPT interface. Learn more about the EAP for employing ChatGPT as a support channel. End-user presence for messaging Zendesk has launched the user presence for messaging EAP, to identify if your end users are still on your website, or have abandoned the conversation by closing the website. This can help your business prioritize conversations where the end users are still on the website. To learn more, see Understanding and managing end-user presence in messaging.
Zendesk AI agents
The following current and upcoming EAPs are available for AI agents:

Automation potential report
Voice AI agents

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.
Voice AI agents
Zendesk voice AI agents are a natively integrated, agentic voice automation solution that delivers natural, real-time conversations over the phone. Voice AI agents extend Zendesk AI automation to the voice channel, enabling end-to-end call handling and seamless escalation to human agents with full context and conversation history carried into Agent Workspace.
Learn more about the voice AI agents EAP.
Zendesk Knowledge
The following current and upcoming EAPs are available for Knowledge:

PDF Ingestion
Knowledge copilot

PDF Ingestion
PDF ingestion makes it possible for knowledge connectors to extract and sync PDF content from supported knowledge sources (Sharepoint, and when released, Google Drive). Content extracted from PDF files is synced with Knowledge and made available wherever external content is used.
Learn more about the PDF Ingestion EAP.
Knowledge copilot
Knowledge copilot builds on the foundation of admin copilot and extends it with new capabilities designed specifically for knowledge management:


Knowledge home: A new, dedicated landing page designed to provide visibility of your knowledge base health and give you proactive recommendations on what to improve next. Insights include coverage, freshness, and AI readability scores.

Conversational assistance: Available from every page in Knowledge admin, conversational assistance provides all existing admin copilot conversational tools, and also includes article builder, procedure builder, and knowledge management assist.

Bulk translations: A new feature that lets you generate translations for multiple languages from the article side panel. You can select 30 translations at one, review the AI-generated content, and accept or reject each translation before saving as a draft.

Learn more about the Knowledge copilot Early Access Program (EAP).
Zendesk Copilot
The following current and upcoming EAPs are available for Zendesk Copilot:

Updated auto assist experience
Suggested assignees

Updated auto assist experience
The updated auto assist experience makes it easier to set up auto assist. This EAP includes the following improvements:


Streamlined onboarding: A guided setup flow that helps you configure auto assist, review AI-generated procedure drafts, and turn on suggestion modes.

Confidence mode: A new suggestion mode that generates suggestions only when auto assist is confident they're correct. It learns in real time from agent interactions and doesn't require the agent_copilot_enabled tag.

Updated auto assist composer: An updated composer that lets agents continue typing while auto assist generates a suggestion in the background.

Learn more about the updated auto assist experience EAP.
Suggested assignees
The suggested assignees EAP is new in-ticket recommendation experience that helps agents identify the most suitable expert for ticket escalation and reassignment. While initial routing can place a ticket in the right queue for triage, more complex issues often require reassignment or escalation. This feature allows agents to open a suggested assignees list, which includes recommendations by confidence level, and reassign tickets to a suggested agent.
Learn more about the suggested assignees EAP.
Zendesk Workforce Management The following EAPs are available for Zendesk Workforce Management (WFM). This section was formerly Tymeshift.
Workstream prioritization
Forecast vs Actual report
Unassigned shifts
Staffing panels week and month views
Workday integration for WFM
Importing forecast scenarios
Workstream prioritization You can prioritize workstreams to ensure that you’re covering the right work at the right time. Learn more about the Workstream prioritization EAP. 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. Importing forecast scenarios (EAP) The import feature in Forecast scenarios lets you bring your own forecasted values into WFM forecast via CSV uploads. If you have highly specific forecast and staffing calculation, aggregation, and rounding rules, you can now bring those trusted numbers into Zendesk WFM Forecast. By importing your customized inbound volumes and final staffing data directly into Forecast scenarios, you eliminate the need for manual reconciliation and preserve your existing workflows while taking advantage of other Zendesk WFM capabilities, such as auto‑scheduling and reporting. Learn more about Importing forecast scenarios. Zendesk QA The following early access programs are available for Zendesk QA:
Real-time QA insights
AutoQA AI Reasoning
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. AutoQA AI Reasoning AI Reasoning for AutoQA explains why AutoQA gives a specific grade or determines that a category doesn’t apply. When this option is enabled, you can see explanations that show the evidence and logic the AI used to determine a score or insight. Learn more about the AutoQA AI Reasoning EAP. Developers The following early access program is available for workforce management (WFM). <!--
The following early access program is available for Developers.
--> 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.