Current and upcoming Zendesk early access programs (EAPs)

<p>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.</p><p>In addition to participating in EAPs, you might want to <a href="https://www.zendesk.com/experience-research-panel/">join our Experience Research Panel</a> to learn about UX research opportunities.</p><p>We are offering early access opportunities for you to give input in the following areas:</p><ul>
<li data-list-item-id="e998ae56af64af4e571dca086c4085245"><a href="#h_bd8ca0c0-c248-4a29-baa5-42299aa35d35" target="_self">Zendesk Support</a></li>
<li data-list-item-id="ec2404f1c382d7796ed96836e60dcf7eb"><a href="#h_01b3f0af-6488-4df9-a823-617b4a8b94ba">Zendesk Analytics</a></li>
<li data-list-item-id="e71952bed791bdb7d5550693fd6238bfa"><a href="#h_01JKRBDWQ85DACK9405GNBTQ2N">Zendesk messaging</a></li>
<li data-list-item-id="e78ac4ee96b90d853faf1aa717715f2ac"><a href="#h_01K1V2HMWCGD6HF9KNEBJDD2TZ">Zendesk AI agents</a></li>
<li data-list-item-id="eea0c102b9ce77c58f65ef0f1c87fa973"><a href="#h_01KSSWPBF4NX1XJH9NTPGT8HQQ">Zendesk Knowledge</a></li>
<li data-list-item-id="ed023f6cc08270722e2808db1cd1dcf45"><a href="#h_01FSW0WMNM1X5J63NQMZCSPYA8">Zendesk Copilot</a></li>
<li data-list-item-id="ed13e0f099fa2f8922477f802eed3103a"><a href="#h_01HKWM3EKCQP0GVASDCXNY9XKG">Zendesk Workforce Management</a></li>
<li data-list-item-id="e6a720f8950c96955f239f9544cdd615d"><a href="#h_01K6DT0KBX6KTRSHX9R1QYT5XK">Zendesk QA</a></li>
<li data-list-item-id="efec75d1676476970d0e8830471cb2a90"><a href="#h_01M011ANCVZW4QFANPR1HN8HPC">Employee Service</a></li>
<li data-list-item-id="e112f76c8cf583cfb32327d0d5a27fce1"><a href="#h_01GYB29JZTZBBGW4HF9X9578NP" target="_self">Developers</a></li>
</ul><h2 id="h_01HJP4X8ZV90TTARP5KSEZPA81">Important considerations</h2><p>Participation in EAPs is completely optional, and availability may be limited. Be aware that pre-release features and functionality:</p><ul>
<li data-list-item-id="e44a051967a2309b23b1c6eea57194bf0">May not always function as expected or meet your particular needs.</li>
<li data-list-item-id="e38281af6a1c97732ebe943ac492811dd">Are not subject to any Zendesk Service Level Agreements (SLAs) that may be applicable to your Service Plan.</li>
<li data-list-item-id="ef3472b48cff3b942588507de80af640d">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.</li>
<li data-list-item-id="edb92e09b332159e025963ee0d80aed82">May be discontinued or significantly modified at Zendesk’s discretion.</li>
</ul><p>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.</p><h2 id="h_bd8ca0c0-c248-4a29-baa5-42299aa35d35">Zendesk Support</h2><p>The following current and upcoming EAPs are available for Support:</p><ul>
<li data-list-item-id="e2604e8d43773bfb644e620b26f448c25"><a href="#h_01K9B0V6DR25TNVP29WMCHCC98">Full end-user separation</a></li>
<li data-list-item-id="e8e8d70093163bac80b5a30afa48873fa"><a href="#h_01K9B0V6DR25TNVP29WMCHCC95">Custom agents</a></li>
<li data-list-item-id="ef7ec362d52bdb56555f40eed4b240884"><a href="#h_01M010R4FSM6BT1Z2P86Y1F2BZ">Advanced approval actions</a></li>
<li data-list-item-id="e230f4333cd64013cf090bb12605736b5"><a href="#h_01M0ZCSE2DJES556VP9YJ0RG92">Advanced action flows</a></li>
</ul><h3 id="h_01K9B0V6DR25TNVP29WMCHCC98">Full end-user separation </h3><p>Customers using <a href="https://support.zendesk.com/hc/en-us/articles/7584022494874" target="_blank" rel="noopener noreferrer">department spaces</a> can now isolate end-user data by department by applying to the Full end-user separation EAP.</p><p>Today, an email address, phone number, or external ID can only belong to one end user across your entire account, so the same person is shared across departments and agents can see end users they don't work with. Full end-user separation changes that. When you enable end-user separation on a new department, that department gets its own isolated end-user directory.</p><p>For eligibility criteria and limitations, see <a href="https://support.zendesk.com/hc/en-us/articles/11046915478938" target="_blank" rel="noopener noreferrer">About full end-user separation (closed EAP)</a>. You can <a href="https://forms.gle/YbiQeoTGpf2nZBCY9" target="_blank" rel="noopener noreferrer">sign up for the EAP here</a>.</p><h3 id="h_01KTSERRAT2JEQ3A9S9C0GDXBH">Custom agents</h3><p>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.</p><p>Learn more about <a href="https://support.zendesk.com/hc/en-us/articles/10724212443802">custom agents and the agent builder</a>.</p><h3 id="h_01M010R4FSM6BT1Z2P86Y1F2BZ">Advanced approval actions</h3><p>With the Send approval request and wait for outcome action, workflows won’t just send an approval request and move on. They’ll be able to pause while a decision is pending, then resume automatically based on the outcome. That means you can create approval processes that work more like your real business processes do — with the right person making the right decision at the right moment.</p><p>Learn more about the <a href="https://community.zendesk.com/groups/zendesk-eap-advanced-approval-actions-150">Advanced approval actions EAP</a>.</p><h3 id="h_01M0ZCSE2DJES556VP9YJ0RG92">Advanced action flows</h3><p>Advanced action flows are AI-generated code-based automated workflows. Advanced action flows are designed for long-running workflows, complex business logic, and workflows that require processing information from attachments. </p><p>Learn more about the <a href="https://support.zendesk.com/hc/en-us/articles/11149728300186">Advanced action flows EAP</a>.</p><h2 class="article-title" id="h_01b3f0af-6488-4df9-a823-617b4a8b94ba" title="Announcing Zendesk Explore tag reporting enhancements EAP">Zendesk Analytics</h2><p>The following EAP is available for analytics:</p><ul><li data-list-item-id="e40d46b1e90fb29f41a926195fa8b8e97"><a href="#h_01KT50TEXYFRH4GQTCE9MGNQ9K">Agentic analytics</a></li></ul><h3 id="h_01KT50TEXYFRH4GQTCE9MGNQ9K">Agentic analytics</h3><p>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.</p><p>Learn more about <a href="https://support.zendesk.com/hc/en-us/articles/10468673224474">Agentic analytics</a>.</p><h2 id="h_01JKRBDWQ85DACK9405GNBTQ2N">Zendesk messaging</h2><p>The following EAP is available for messaging:</p><ul><li data-list-item-id="eb9b11a594051d767ff11acb6de6e298d"><a href="#h_01KQE8AG8HXX4SS8PE9CWGRKQZ">ChatGPT as a customer support channel</a></li></ul><h3 id="h_01KQE8AG8HXX4SS8PE9CWGRKQZ">ChatGPT as a customer support channel</h3><p>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. </p><p>Learn more about the <a href="https://support.zendesk.com/hc/en-us/articles/10622210192154" target="_blank" rel="noopener noreferrer">EAP for employing ChatGPT as a support channel</a>.</p><div class="body"><div class="body"><div class="body">
<h2 id="h_01K1V2HMWCGD6HF9KNEBJDD2TZ">Zendesk AI agents</h2>
<p>The following current and upcoming EAPs are available for AI agents:</p>
<ul>
<li data-list-item-id="e1924f117a33ee2f3d78e72db8ac6550a"><a href="#h_01K1V2HMWCHW5MQJ514EVF2XCB">Automation potential report</a></li>
<li data-list-item-id="e7189a00080f1f34b68ba2cedab39310a"><a href="#h_01KH9GG9D7BNH76W8BNM0BH0FW">Voice AI agents</a></li>
<li data-list-item-id="ed5fd49839bcf802e7faac2fd6dd43d23"><a href="#h_01KZYNY9NBMGNC8VX16HAQT178">Employee service AI agents</a></li>
</ul>
<h3 id="h_01K1V2HMWCHW5MQJ514EVF2XCB">Automation potential report</h3>
<p>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.</p>
<p>Learn more about the <a href="https://support.zendesk.com/hc/en-us/articles/9877546283930">Automation potential report EAP</a>.</p>
<h3 id="h_01KH9GG9D7BNH76W8BNM0BH0FW">Voice AI agents</h3>
<p>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.</p>
<p>Learn more about the <a href="https://support.zendesk.com/hc/en-us/articles/10231529954074">voice AI agents EAP</a>.</p>
<h3 id="h_01KZYNY9NBMGNC8VX16HAQT178">Employee service AI agents</h3>
<p>The Employee Service AI Agents EAP delivers conversational AI-based support directly to your employees, helping resolve internal requests faster and more securely within their existing workflows. Connect your organization’s knowledge and deploy in channels including Help Center, Slack, or Microsoft Teams. This EAP is automatically turned on for all eligible Employee Service Suite accounts. </p>
<p>Learn more about <a href="https://support.zendesk.com/hc/en-us/articles/10957525099290">Employee Service AI Agents EAP</a>.</p>
<h3 id="h_01M0T9ZJWNM6HDDAMDFTF0RMTN">AI agent conversation simulator</h3>
<p>The AI agent conversation simulator generates realistic customer conversations based on scenarios you create. It's a great way to test your AI agents before you deploy them.</p>
<p>Learn more about the <a href="https://support.zendesk.com/hc/en-us/articles/11126903515034">AI agent conversation simulator</a>.</p>
<h2 id="h_01KSSWPBF4NX1XJH9NTPGT8HQQ">Zendesk Knowledge</h2>
<p>The following current and upcoming EAPs are available for Knowledge:</p>
<ul>
<li data-list-item-id="edc0f88010262c88b5463d010f28574f0"><a href="#h_01KT235CH2CTSFJTN0WGVSZGYM">Conversational help center</a></li>
<li data-list-item-id="ef7bf8032811aa2a47ab1352df2de72a2"><a href="#h_01KT235CH2CTSFJTN0WGVSZGYM">PDF Ingestion</a></li>
<li data-list-item-id="ecb3f7ad6cd286d3fdf9d27d1ebf43dd6"><a href="#h_01KSSWTGPC3GMYQ9M3BSRSHDSJ">Knowledge copilot</a></li>
</ul>
<h3 id="h_01KT235CH2CTSFJTN0WGVSZGYM">Conversational help center</h3>
<p>The new conversational help center experience EAP is available in the Lisbon theme. Instead of relying only on keyword search or browsing through categories and sections, end users can ask a question in natural language and receive a quick answer based on published help center content. The answer includes links to the source articles so users can review the original content and continue reading if they need more detail.</p>
<p>The Lisbon theme includes the following capabilities:</p>
<ul>
<li data-list-item-id="ea540e763a23c3433f368f7857ff6c238">Conversational layout with a prompt field where users ask questions and receive AI-generated quick answers </li>
<li data-list-item-id="e450a9158c0876c8edb261841e9d6e118">UI-based customization without code, including branding controls for colors, logos, hero area, featured banners, global alerts, and dark mode support </li>
<li data-list-item-id="e8ebecdb57c7e419e8f2cd1a8fa73b7da">Conversational follow-up with AI agents - if the user asks a follow-up question, the experience transitions into a broader conversation powered by your AI agent and procedures configuration </li>
<li data-list-item-id="ef22c617fc860c00d2d2d0afe1bbebcd8">Support for dark mode</li>
</ul>
<p>The theme is configured entirely through UI settings - no code editing required. Admins can customize link color, background color, accent color, fonts, logos (light and dark mode), favicon, greeting message, search placeholder text, and brand accent gradients. To install and configure the EAP, see <a href="https://support.zendesk.com/hc/en-us/articles/10912251485338" target="_blank" rel="noopener noreferrer">Creating a conversational help center experience with the new Lisbon theme (EAP)</a></p>
<h3 id="h_01KYSKAPDRHEERCB24G37EHSVB">PDF Ingestion</h3>
<p>PDF ingestion makes it possible for knowledge connectors to extract and sync PDF content from supported knowledge sources (<a href="https://support.zendesk.com/hc/en-us/articles/10589816988698" target="_blank" rel="noopener noreferrer">Sharepoint</a>, and when released, Google Drive). Content extracted from PDF files is synced with Knowledge and made available <a href="https://support.zendesk.com/hc/en-us/articles/9822956298010#topic_cwq_c2s_ygc" target="_blank" rel="noopener noreferrer">wherever external content is used</a>.</p>
<p>Learn more about the <a href="https://support.zendesk.com/hc/en-us/articles/10806827407514" target="_blank" rel="noopener noreferrer">PDF Ingestion EAP</a>.</p>
<h3 id="h_01KSSWTGPC3GMYQ9M3BSRSHDSJ">Knowledge copilot</h3>
<p>Knowledge copilot builds on the foundation of admin copilot and extends it with new capabilities designed specifically for knowledge management: </p>
<ul>
<li data-list-item-id="ef988df468bd701e62ba063c21bb7a0f0">
<strong>Knowledge home</strong>: 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.</li>
<li data-list-item-id="e4d9d158507726c6f147efd3e7f1e98a5">
<strong>Conversational assistance</strong>: 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.</li>
<li data-list-item-id="e29944cbab343f74fa2f79fdbafd51dd1">
<strong>Bulk translations</strong>: 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. </li>
</ul>
<p>Learn more about the <a href="https://support.zendesk.com/hc/en-us/articles/10816985569050" target="_blank" rel="noopener noreferrer">Knowledge copilot Early Access Program (EAP)</a>.</p>
<h2 id="h_01FSW0WMNM1X5J63NQMZCSPYA8">Zendesk Copilot</h2>
<p>The following current and upcoming EAPs are available for Zendesk Copilot:</p>
<ul>
<li data-list-item-id="e28a8fa3c0789a1432eebcba34b8bd466"><a href="#h_01FSW0WMNM1X5J63NQMZCSPYA8">Updated auto assist experience</a></li>
<li data-list-item-id="e4997e895be04d533e7ffc638b3d3307c"><a href="#h_01KVXXJCPYH4AZJ9E54MYN0CWS">Suggested assignees</a></li>
</ul>
<h3 id="h_01KVXXXS2SPHXV4Z8942JGFHMF">Updated auto assist experience</h3>
<p>The updated auto assist experience makes it easier to set up auto assist. This EAP includes the following improvements:</p>
<ul id="topic_tmh_1xb_gjc__ul_rs4_5wq_jjc">
<li data-list-item-id="e305e6ea889a3b5cda4bb882f3684088a">
<strong>Streamlined onboarding</strong>: A guided setup flow that helps you configure auto assist, review AI-generated procedure drafts, and turn on suggestion modes.</li>
<li data-list-item-id="ee3cbe93a0b036d7c5239e00838e46cae">
<strong>Confidence mode</strong>: 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 <code>agent_copilot_enabled</code> tag.</li>
<li data-list-item-id="e78e64c5b91ffea40370e917ca34d71fe">
<strong>Updated auto assist composer</strong>: An updated composer that lets agents continue typing while auto assist generates a suggestion in the background.</li>
</ul>
<p>Learn more about the <a href="https://support.zendesk.com/hc/en-us/articles/10738928033690" target="_blank" rel="noopener noreferrer">updated auto assist experience EAP</a>.</p>
<h3 id="h_01KVXXJCPYH4AZJ9E54MYN0CWS">Suggested assignees</h3>
<p>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.</p>
<p>Learn more about the <a href="https://support.zendesk.com/hc/en-us/articles/10865588389146" target="_blank" rel="noopener noreferrer">suggested assignees EAP</a>.</p>
</div></div></div><h2 id="h_01HKWM3EKCQP0GVASDCXNY9XKG">Zendesk Workforce Management</h2><p>The following EAPs are available for Zendesk Workforce Management (WFM).</p><ul>
<li data-list-item-id="e4edd0860a009d410c5dbf28988bef9ac"><a href="#01HNJYN9HBMB15XGJW5N2KSRFZ">Workstream prioritization</a></li>
<li data-list-item-id="e3838501beea54341d803a7b18328c0da"><a href="#h_01J6J1FSJSHGTZKFVTF6ZKS998">Forecast vs Actual report</a></li>
<li data-list-item-id="eac9268866e5d5376758f053f2e20ce62"><a href="#h_01JN49H96RNT2SQT5ZAN016A9Y">Unassigned shifts</a></li>
<li data-list-item-id="ea3743622f9f1ac27f594b944c2f1428f"><a href="#01JVAX7YVYXHZRYC1HYBFT6XC4">Staffing panels week and month views</a></li>
<li data-list-item-id="e1b33254bb030cbfa3bbe4b8dd0905131"><a href="#h_01K5ZWQCJRHA9JV4EN7ZR1P2PV">Workday integration for WFM</a></li>
<li data-list-item-id="ebc2b5b6e218f6bb60b77d728336f639e"><a href="#h_01KHVHE7JEEF92X628SGH1713Z">Importing forecast scenarios</a></li>
</ul><h3 id="01HNJYN9HBMB15XGJW5N2KSRFZ">Workstream prioritization</h3><p>You can prioritize workstreams to ensure that you’re covering the right work at the right time. </p><p>Learn more about the <a href="https://support.zendesk.com/hc/en-us/articles/6443314489242#topic_i1y_s5z_11c" target="_blank" rel="noopener noreferrer">Workstream prioritization EAP</a>.</p><h3 id="h_01J6J1FSJSHGTZKFVTF6ZKS998">Forecast vs Actual report</h3><p>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.</p><p>Learn more about the <a href="https://support.zendesk.com/hc/en-us/articles/6443331729306" target="_blank" rel="noopener noreferrer">Forecast vs actual report EAP</a>.</p><h3 id="h_01JN49H96RNT2SQT5ZAN016A9Y">Unassigned shifts</h3><p>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 <a href="https://support.zendesk.com/hc/en-us/articles/8847379712794" target="_blank" rel="noopener noreferrer">agents who can apply to take them</a>.</p><p>Learn more about the <a href="https://support.zendesk.com/hc/en-us/articles/8847380904346" target="_blank" rel="noopener noreferrer">Creating and managing unassigned shifts EAP</a>.</p><h3 id="01JVAX7YVYXHZRYC1HYBFT6XC4">Staffing panel week and month views</h3><p>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.</p><p>Learn more about the <a href="https://support.zendesk.com/hc/en-us/articles/6443348256794#topic_i1n_gsl_k2c" target="_blank" rel="noopener noreferrer">Accessing the WFM schedule staffing panel</a>.</p><h3 id="h_01K5ZWQCJRHA9JV4EN7ZR1P2PV">Workday integration for WFM</h3><p>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.</p><p>Learn more about the <a href="https://support.zendesk.com/hc/en-us/articles/9704360178586" target="_blank" rel="noopener noreferrer">Workday integration with Workforce management</a>.</p><h3 id="h_01KHVHE7JEEF92X628SGH1713Z">Importing forecast scenarios (EAP)</h3><p>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.</p><p>Learn more about <a href="https://support.zendesk.com/hc/en-us/articles/9940824842394#topic_g3r_ntl_33c" target="_blank" rel="noopener noreferrer">Importing forecast scenarios</a>.</p><h2 id="h_01K6DT0KBX6KTRSHX9R1QYT5XK">Zendesk QA</h2><p>The following early access programs are available for Zendesk QA:</p><ul>
<li data-list-item-id="e8d49c5a1ae2fc145e0eadffb525276fe"><a href="#h_01K6X9QMW2Y2BKT6A2DG55CBAS">Real-time QA insights</a></li>
<li data-list-item-id="e3b8e25ff2a14b62e080ae6393a369fd7"><a href="#h_01KS50R35NR07PZMZVAD2Z903A">AutoQA Deep evaluation and validation</a></li>
</ul><h3 id="h_01K6X9QMW2Y2BKT6A2DG55CBAS">Real-time QA insights</h3><p>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.</p><p>Learn more about the <a href="https://support.zendesk.com/hc/en-us/articles/9745122485914" target="_blank" rel="noopener noreferrer">Real-time QA insights EAP</a>.</p><h3 id="h_01KS50R35NR07PZMZVAD2Z903A">AutoQA Deep evaluation and validation</h3><p>Deep evaluation and validation 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.</p><p>Learn more about <a href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank" rel="noopener noreferrer">AutoQA Deep evaluation and validation</a>.</p><h2 id="h_01M011ANCVZW4QFANPR1HN8HPC">Employee Service</h2><p>The following early access programs are available for Employee Service:</p><ul>
<li data-list-item-id="edd22727ebce55527e6612535ed676cc4"><a href="#h_01M010DQV8RWM9JM6B7D5368S2">Employee Service AI agents</a></li>
<li data-list-item-id="e260b6eb9afb6ee80fa04e183066d0dd4"><a href="#h_01M0112F4KT4YKAAX5W9223B1X">Advanced approval actions</a></li>
</ul><h3 id="h_01M010DQV8RWM9JM6B7D5368S2">Employee Service AI agents</h3><p>The Employee Service AI Agents EAP delivers conversational AI-based support directly to your employees, helping resolve internal requests faster and more securely within their existing workflows. Connect your organization’s knowledge and deploy in channels including Help Center, Slack, or Microsoft Teams. This EAP is automatically turned on for all eligible Employee Service Suite accounts. </p><p>Learn more about <a href="https://support.zendesk.com/hc/en-us/articles/10957525099290">Employee Service AI Agents EAP</a>.</p><h3 id="h_01M0112F4KT4YKAAX5W9223B1X">Advanced approval actions</h3><p>With the Send approval request and wait for outcome action, workflows won’t just send an approval request and move on. They’ll be able to pause while a decision is pending, then resume automatically based on the outcome. That means you can create approval processes that work more like your real business processes do — with the right person making the right decision at the right moment.</p><p>Learn more about the <a href="https://community.zendesk.com/groups/zendesk-eap-advanced-approval-actions-150">Advanced Approval Actions EAP</a>.</p><h2 id="h_01GYB29JZTZBBGW4HF9X9578NP">Developers</h2><p>The following early access program is available for workforce management (WFM).</p><!-- <p>
The following early access program is available for Developers.
</p>--><h3 id="01HNJZ2M3X4H9JPMNK1SYJCHRC">WFM reports API</h3><p>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).</p><p>You can sign up for the <a href="https://docs.google.com/forms/d/e/1FAIpQLSdqUXgJXiFWAy6QLTVuU_n1dYCRIa_jQ74D5TFB_YCziJdTZw/viewform" target="_blank" rel="noopener noreferrer">WFM reports API EAP</a>. </p>