Industry RSS Feeds - 17 September 2025 Archive
This is an archived version from 17 September 2025.
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Daily and weekly summaries of Zendesk ecosystem news, curated and analysed.
Latest Zendesk Release Notes
Key Changes: Copilot: Intelligent triage for voice calls helps you get structured insights on intent,
View Full Release NotesLatest - Last 48 Hours 4 stories
🚀 Product Updates 1
📊 Business & Strategy 1
💡 Resources & Learning 2
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Zendesk Messaging authentication in the Help Center
This fundamentally changes how you'll manage third-party integrations.
Internal Note • recentlyAnalysis
Generated this morningThe Zendesk ecosystem has seen a flurry of updates in the past three weeks, with a strong focus on AI-powered features and improvements to agent productivity and customer experience. Zendesk is clearly doubling down on AI, with announcements of AI-powered triage for voice calls, GPT-5 integration for faster response times, and outcome-based pricing models. However, the ecosystem has also been plagued by a series of service incidents, including access issues and 5xx errors, suggesting that Zendesk is still grappling with stability challenges as it rapidly expands its capabilities. For Zendesk professionals, this means navigating a rapidly evolving landscape of new features and tools, while also ensuring the underlying platform remains reliable and secure for their customers.
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🚨 Incidents & Security 3
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
7 days agoService Incident - September 01, 2025 Zendesk Service Notifications
14 days agoService Incident - August 18, 2025 - Zendesk QA - QA access issues & 5xx errors Zendesk Service Notifications
20 days ago🚀 Product Updates 12
Announcing brand membership management directly from the agent profile Zendesk Announcements
4 days agoAnnouncing incremental export APIs for custom object records Zendesk Announcements
5 days agoAnnouncing a configurable expiration period for public attachments Zendesk Announcements
8 days agoAnnouncing intelligent triage for Voice calls Zendesk Announcements
12 days agoAnnouncing WFM agent activity CSV exports Zendesk Announcements
12 days agoZendesk News Roundup for September 2025 Internal Note
recentlyAnnouncing a new permission to create and edit end users Zendesk Announcements
18 days agoAnnouncing the deprecation of wrappers for the Sunshine Conversations API Zendesk Developer Updates
20 days agoAnnouncing changes to the ticket-closing default automation Zendesk Announcements
20 days agoAnnouncing enhancements to agent timeout and disconnection configurations Zendesk Announcements
20 days agoAnnouncing an update the internal note trigger action Zendesk Announcements
20 days agoAutomated ticket redaction via triggers in Zendesk Internal Note
recently🔧 Operations & Maintenance 1
📊 Business & Strategy 1
💡 Resources & Learning 6
Zendesk 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
21 days agoFeed Analytics
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17/09/2025
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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!