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....
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...
Alright look. It’s 2026 and every day brings a new security disaster from a different business application vendor. Zendesk has a vast attack surface and is mission-critical for your organisation,...
We've seen widespread issues with spammers using Zendesk instances as a relay. This is something I've fixed at various businesses over the last few years. The primary problem is using...
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...
Last Year’s Voice AI Predictions Zendesk publishes an annual CX Trends Report, and I was reviewing last year’s predictions to see how that looks in hindsight. One prediction that Zendesk...
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...
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...
Is everybody (in the implementation consultant game at least) battling the AI perception/capability gap? There are tools that can really help to get stuff done, but it can't cover up...
We're on manoeuvres again today, with meetings in Hampshire looking at the products and tools which will drive the future of support and customer operations more widely. We are making...
We'll be in London this week for the Contact Centre Expo at the Excel centre. I've done this event before and I'm looking forward to seeing familiar faces and making...
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...
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...
Hello. Happy Halloween, if that’s your thing. I’m not really someone who likes to be doing things because the calendar says so, like eating pancakes or getting people presents. It’s...
If you’re into keeping an eye on your clicks, impressions, searches and such then I expect you’re noticing the same things I am. Search impressions are way way up! People...
With the attacks on large surface area business applications increasing, it's the right time for Zendesk to encourage admins to re-evaluate security configuration. We have performed audits for enterprise level...
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...
Hello! Yes I’m a little later than usual. I don’t normally like to publish on Linkedin on Fridays but it has been a hectic week and Friday has come along...
Having had a bit of a fight with Claude over weeks trying to make these summaries good on this page, I have some sympathy for whoever was responsible for the...
This week we see a big batch of updates, primarily in the AI Agents Advanced package. I know I have a reputation in this space as an AI cynic (see...
This week’s feature is from the brain and keyboard of my fellow Deltastring founder Rosie Elliott-Welch. Where is the humanity? Plenty of people in my life have done their time...
Just a couple of smaller items we want to draw your attention to this week: The Delaware court ruled in favour of the Zendesk board once again, which likely draws...
Voice felt like a channel on the decline for a long time, with its high costs and frustrations around reporting and triage. AI is going to be the key to...
More support, more morality We’re switching up Moral Support from fortnightly to weekly. It looks like a fortnightly newsletter isn’t ideal for distribution. Weekly editions put us in sync with...
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...
How are you? Let’s normalise just saying “How are you?” instead of “I hope you’re well” which really means “Don’t you tell me about your problems” doesn’t it? At Deltastring...
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...
Hello Zendeskers! By Zendesker I mean people whose work is primarily based around operating a Zendesk instance. Did you know internally at Zendesk they call the team Zendeskians? But of...
Hello! We’re keeping it lightweight today. I don’t think I’ve ever had a busier fortnight than between the last Moral Support and now as I sit down to write this...
Hello. How are you? It’s definitely summer now here in Hampshire, which affects highly seasonal businesses in different ways. If your busy period is winter, you’ll be looking ahead and...
though when the machines rise up please don’t quote me on that You can probably tell from the title of this post that I am not, at present, an AI...
can I say MKBZD? You’re probably familiar with Marques Brownlee. He’s the undisputed king of Youtube tech reviews and has sidelines in car reviews, podcasts, advertising things like laptop covers...