Zendesk News Archive - 17 September 2025 | Deltastring
This is an archived version from 17 September 2025.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 7 stories
🚀 Product Updates 3
Announcing new options for side conversations Zendesk Announcements
23 hours agoAnnouncing updates to the Agent as Requester workflow to support multibrand requests Zendesk Announcements
yesterday📊 Business & Strategy 2
💡 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 and announcements over the past three weeks, with a clear focus on AI-powered features and integrations. Zendesk is pushing the boundaries of its contact center capabilities, introducing intelligent triage for voice calls, AI-powered pricing models, and GPT-5 integration for faster response times. However, this rapid innovation has been accompanied by a series of service incidents, including access issues, 5xx errors, and customer-facing problems, suggesting that Zendesk is still grappling with stability challenges as it scales its platform. For Zendesk professionals, this landscape signals a shift towards a more AI-centric future, but also highlights the need to carefully manage the implementation and integration of these new technologies to ensure reliable and seamless customer experiences.
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🚨 Incidents & Security 4
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 agoService Incident - July 25, 2025 - Multiple pods | Customers are unable to use the adherence feature in GCP Zendesk Service Notifications
26 days ago🚀 Product Updates 9
Announcing brand membership management directly from the agent profile Zendesk Announcements
4 days agoAnnouncing incremental export APIs for custom object records Zendesk Announcements
6 days agoAnnouncing a configurable expiration period for public attachments Zendesk Announcements
8 days agoAnnouncing intelligent triage for Voice calls Zendesk Announcements
13 days agoZendesk News Roundup for September 2025 Internal Note
recentlyAnnouncing the deprecation of wrappers for the Sunshine Conversations API Zendesk Developer Updates
21 days agoAnnouncing changes to the ticket-closing default automation Zendesk Announcements
21 days agoAnnouncing enhancements to agent timeout and disconnection configurations Zendesk Announcements
21 days agoAutomated ticket redaction via triggers in Zendesk Internal Note
recently🔧 Operations & Maintenance 1
📊 Business & Strategy 1
💡 Resources & Learning 7
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
recentlyAre We Entering a New, AI-Powered Contact Center Era? - CX Today
recentlyWhat's new in Zendesk: September 2025 Zendesk What's New
22 days agoFeed Analytics
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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!