Industry RSS Feeds - 09 September 2025 Archive
This is an archived version from 09 September 2025.
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Daily and weekly summaries of Zendesk ecosystem news, curated and analysed.
Latest Zendesk Release Notes
Key Changes: 1. Support added auto-detection for sender authentication using ARC (Authenticated Received Chain) headers, increased the number of recent emails imported by the Gmail connector from 50 to 300, and added new import functionality for the Exchange Connector to import the 300 most recent emails. 2. Zendesk Workflow Management (WFM) now allows exporting a structured CSV of agent activity timelines directly from the Agent Activity page, and when grouping by organization in reports, users will see clearer distinctions between actual organizations, non-ticket activity, and data with no associated organization.
View Full Release NotesLatest - Last 48 Hours 4 stories
🚀 Product Updates 1
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Announcing intelligent triage for Voice calls
Significant platform update affecting Zendesk administrators.
Zendesk Announcements • 5 days agoAnalysis
Generated this morningThe Zendesk ecosystem has seen a flurry of updates and announcements over the past three weeks, showcasing the company's continued focus on enhancing its product offerings while also grappling with various service incidents and stability issues. Zendesk is pushing forward with new AI-powered features, such as intelligent triage for voice calls and expanded Copilot recommendations, aimed at improving customer service and agent productivity. However, the company has also faced several service disruptions, including performance degradation, assignment issues, and access problems, highlighting the need to address underlying infrastructure and reliability concerns. These developments suggest that Zendesk is striving to stay ahead of the curve in terms of innovation, but must also prioritize the stability and reliability of its platform to ensure a seamless experience for its customers and users.
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🚨 Incidents & Security 4
Service Incident - September 01, 2025 Zendesk Service Notifications
https://support.zendesk.com/hc/en-us/articles/9663101755802-Service-Incident-September-01-2025
6 days agoService Incident - August 18, 2025 - Zendesk QA - QA access issues & 5xx errors Zendesk Service Notifications [2 sources]
12 days agoService Incident - July 25, 2025 - Multiple pods | Customers are unable to use the adherence feature in GCP Zendesk Service Notifications
18 days agoService Incident - July 31, 2025 - All Pods | Zendesk Sales - Performance degradation and failing calls Zendesk Service Notifications
19 days ago🚀 Product Updates 12
Announcing intelligent triage for Voice calls Zendesk Announcements
5 days agoAnnouncing WFM agent activity CSV exports Zendesk Announcements
5 days agoZendesk News Roundup for September 2025 Internal Note
recentlyAnnouncing a new permission to create and edit end users Zendesk Announcements
11 days agoAnnouncing the deprecation of wrappers for the Sunshine Conversations API Zendesk Developer Updates
13 days agoAnnouncing changes to the ticket-closing default automation Zendesk Announcements
13 days agoUpcoming Zendesk virtual events: September 2025 Zendesk Announcements
13 days agoAnnouncing enhancements to agent timeout and disconnection configurations Zendesk Announcements
13 days agoAnnouncing an update the internal note trigger action Zendesk Announcements
13 days agoAnnouncing new Copilot recommendation types Zendesk Announcements
13 days agoAutomated ticket redaction via triggers in Zendesk Internal Note
recentlyAnnouncing the migration of Zendesk QA dashboards to a new platform Zendesk Announcements
18 days ago🔧 Operations & Maintenance 2
📊 Business & Strategy 1
💡 Resources & Learning 3
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09/09/2025
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Nico's Commentary
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 me an email or book a call and we can talk you through some quick checks here!
I'm still not sold on the copilot features. I have support managers ask "What is the secret to getting good value out of this?" and if you've figured this out then please do let me know. Sorry friends at Zendesk but this feature feels like it's not quite ready. Maybe these items will help?
There has been a distinct lack of quality-of-life improvements for Zendesk admins of late. I would really like to see the config interface for the core features get brought up to date before much longer.