Betas and 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 for some features in development, so that you can try out the feature in advance and give us feedback or report issues. We may also provide other feedback opportunities during the development process. For a complete list of UI-based EAPs and betas, see Current and upcoming Zendesk betas.

In addition to participating in early access programs (EAPs) and betas, you might want to join our Experience Research Panel to learn about UX research opportunities where you can help shape our products.

We're offering opportunities for developers to give input in the following areas:

WFM Reports API for enhancing report generation

The Reports endpoint of the Workforce Management (WFM) Public API lets you extract data from both default and custom reports by specifying the id of the desired report template. You can customize grouping, filter criteria, and use several metrics when generating your reports.

The Agent Activity endpoint offers data on agent activity start and end time timestamps, including the events that mark the agents' start and end days.

This API is available only for Zendesk WFM customers (previously Tymeshift).

Note: This API does not follow the general mechanisms and conventions of most Zendesk APIs.

Omnichannel Engagements API to report on agent interactions

The Omnichannel Engagement API lets admins on Zendesk Suite Professional plans and above extract data from an Omnichannel Engagements report to understand how agents have interacted with an end user across different channels throughout a ticket’s lifecycle. During the EAP, only engagements from Messaging conversations are supported.

With this endpoint, you can extract interaction-level data based on agent id, ticket id, and custom start and end times. For more information, see the Engagements dataset available in the EAP.

To participate in the EAP, see Omnichannel Engagements Reporting API EAP.