Service Incident - August 13, 2025 - All pods | AI Agents - AI Agent delays Zendesk Service Notifications
https://support.zendesk.com/hc/en-us/articles/9594339646362-Service-Incident-August-13-2025-All-pods-AI-Agents-AI-Agent-delays
4 days agoIndustry RSS Feeds - 15 September 2025 Archive
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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.
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Zendesk Messaging authentication in the Help Center
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Internal Note • recentlyAnalysis
Generated this morningThe Zendesk ecosystem has seen a flurry of updates and announcements over the past three weeks, with a clear focus on AI-powered features and integrations. The company is pushing hard to scale its outcome-based pricing and leverage AI to drive KPI gains for customers, as evidenced by the integration of GPT-5 and the introduction of intelligent triage for voice calls. However, this push for innovation has been accompanied by a series of service incidents, including access issues and 5xx errors, highlighting the need for Zendesk to maintain stability and reliability as it expands its capabilities. For Zendesk professionals, this means navigating a rapidly evolving landscape, where the promise of AI-driven efficiency must be balanced with the realities of managing a complex, mission-critical platform.
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🚨 Incidents & Security 4
Service Incident - September 01, 2025 Zendesk Service Notifications
12 days agoService Incident - August 18, 2025 - Zendesk QA - QA access issues & 5xx errors Zendesk Service Notifications
18 days agoService Incident - July 25, 2025 - Multiple pods | Customers are unable to use the adherence feature in GCP Zendesk Service Notifications
23 days ago🚀 Product Updates 11
Announcing a configurable expiration period for public attachments Zendesk Announcements
6 days agoAnnouncing intelligent triage for Voice calls Zendesk Announcements
10 days agoAnnouncing WFM agent activity CSV exports Zendesk Announcements
10 days agoZendesk News Roundup for September 2025 Internal Note
recentlyAnnouncing a new permission to create and edit end users Zendesk Announcements
16 days agoAnnouncing the deprecation of wrappers for the Sunshine Conversations API Zendesk Developer Updates
18 days agoAnnouncing changes to the ticket-closing default automation Zendesk Announcements
18 days agoUpcoming Zendesk virtual events: September 2025 Zendesk Announcements
18 days agoAnnouncing enhancements to agent timeout and disconnection configurations Zendesk Announcements
18 days agoAnnouncing an update the internal note trigger action Zendesk Announcements
18 days agoAutomated ticket redaction via triggers in Zendesk Internal Note
recently🔧 Operations & Maintenance 1
📊 Business & Strategy 1
💡 Resources & Learning 7
Report: 95% of IT Leaders Seeing KPI Gains With AI - digit.fyi
recentlyZendesk Says It’s Time to Move Beyond Outdated Contact Center Metrics - CX Today
recentlyZendesk Messaging authentication in the Help Center Internal Note
recentlyZendesk reports 30% faster response, 95% reliability after GPT-5 integration - VentureBeat
recentlyFaye Launches New AI Powered Pipedrive Zendesk Integration to Bridge Sales and Support - Yahoo Finance
recentlyI reviewed Zendesk's Sell CRM and its robust mobile app makes it an excellent choice for mobile sales teams - TechRadar
recentlyWhat's new in Zendesk: September 2025 Zendesk What's New
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Nico's Commentary
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 features seen in the wild is important.
It's feeling like Zendesk QA (FKA Klaus) is not a priority. A long time ago I did a QA implementation project and evaluated a bunch of tools and I'm sure the competition aren't sitting still. The Tallinn office are recruiting engineers (see) so we will be keeping a close eye on the future of this product.
Tangential but I wrote some notes on the design of the gradients you see on this page and there's a demo gradient comparison tool if you want to play!