Why we built the Zendesk MCP that isn't a Zendesk MCP
I’m just back from the Zendesk Showcase in London, where we spent the day showing friends and people we’ve worked alongside for years what we’ve been building. Mostly that meant...
beacon
Posts tagged: beacon
The understated brilliance of being boring
Long-time Apple fans complain about the unexciting nature of the Cook era. No innovation, no crazy experiments, no uncompromising thrusts into the future. Did they not see the VR goggles?...
Two jobs, one person
You were good at your job. You had a rhythm. Dozens of calls a day, updating the supporting casenotes between each one, a constant flow of clients who needed assistance,...
Tangled wires
Part of my heating system wasn’t working properly. The programmer, the bit on the wall that tells the boiler when to fire and which zones to heat. Simple enough component...
Why should the Zendesk specialist even exist?
Your Zendesk processes today, visualised. If you need help with Zendesk you can find every flavour of specialist out there, from admins to architects. There are partnership companies, agencies, individual...
We're opening up our internal Zendesk tooling
Zendesk are acquiring Forethought.ai and I am apprehensive. We evaluate products in this space constantly and Forethought is one that genuinely feels next generation. The independent agent processes constantly evaluating...
Zendesk email verification: a welcome step in the right direction
Zendesk has announced that from 9th March 2026, anonymous ticket submissions via the help centre web form, Support SDK, and Web Widget (Classic) will require email verification before they’re processed....
Enough is enough!
Wherever you look, the people of the internet are enraged by the wave after wave of Zendesk related spam. We’re seeing discussed on the big social platforms, we’re seeing it...
Commentary: Evaluating Support Platforms - The Right Questions
You might have seen we've started a series where we evaluate and compare other platforms. The Youtube playlist is here and our article looking at BoldDesk is here. Someone asked...
Commentary: Behind the Scenes - Deltastring Infrastructure
You may have spotted we had a brief pause in updates to this page. Deltastring news is collected and collated and the analysis generated on a physical machine under my...
Commentary: Fast and Accessible Help Centre Themes
Is your help centre performing as it should? We've done some research and see that many fail basic tests of accessibility and performance. We've got great ready-to-go and also custom...
Commentary: Measuring What Matters - Metrics for the AI Age
Yesterday we were in London for some networking and meetings and had breakfast with our friends at Geckoboard. You can hear our thoughts on Zendesk metrics for the AI age...
Commentary: Action Builder and Engineering Processes
The general availability of the action builder means this will be a fun week for Zendesk admins who haven't yet had a play with the latest toy. I'm not generally...
Commentary: Help Centre Themes and AWS Outage Lessons
Is your help centre performing as it should? We've done some research and see that many fail basic tests of accessibility and performance. We are now offering ready-to-go and also...
Commentary: Email Authentication and QA Tool Development
We've got some focused and niche updates this week. ARC still has experimental status with the IEFT (RFC history here) but Zendesk handles a huge quantity of email so implementing...
Commentary: Security Tokens and Copilot Value
Like last week, security takes priority. It's easy to forget to disable old tokens and we see plenty of instances still allowing simple password access, even for API authentication. Drop...