Industry RSS Feeds - 18 September 2025 Archive
This is an archived version from 18 September 2025.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 3
Announcing new options for side conversations Zendesk Announcements
yesterdayAnnouncing updates to the Agent as Requester workflow to support multibrand requests Zendesk Announcements
2 days ago💡 Resources & Learning 1
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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 been undergoing a significant transformation over the past three weeks, with a strong emphasis on AI-powered features and capabilities. The company is pushing its vision for the future of contact centers, introducing new AI-driven functionalities such as intelligent triage for voice calls and automated ticket redaction. However, this push towards AI integration has been accompanied by some stability issues, including service incidents and delays in AI agent responses. Zendesk professionals should be aware of these developments, as they indicate the company's strategic direction towards a more AI-centric approach, while also highlighting the need to address any underlying technical challenges to ensure a seamless customer experience.
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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
8 days agoService Incident - September 01, 2025 Zendesk Service Notifications
15 days agoService Incident - August 18, 2025 - Zendesk QA - QA access issues & 5xx errors Zendesk Service Notifications
21 days ago🚀 Product Updates 9
Announcing brand membership management directly from the agent profile Zendesk Announcements
5 days agoAnnouncing a configurable expiration period for public attachments Zendesk Announcements
9 days agoAnnouncing intelligent triage for Voice calls Zendesk Announcements
14 days agoZendesk News Roundup for September 2025 Internal Note
recentlyAnnouncing the deprecation of wrappers for the Sunshine Conversations API Zendesk Developer Updates
22 days agoAnnouncing changes to the ticket-closing default automation Zendesk Announcements
22 days agoAnnouncing enhancements to agent timeout and disconnection configurations Zendesk Announcements
22 days agoAutomated ticket redaction via triggers in Zendesk Internal Note
recentlyAnnouncing the unified request view Zendesk Announcements
27 days ago🔧 Operations & Maintenance 1
📊 Business & Strategy 1
💡 Resources & Learning 7
AI at the Core: Zendesk’s Bold Vision for the Future of Contact Centers - CX Today
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
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
23 days agoFeed Analytics
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18/09/2025
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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!