Industry RSS Feeds - 19 September 2025 Archive
This is an archived version from 19 September 2025.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 1 stories
🚀 Product Updates 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 updates over the past three weeks reveal a company that is aggressively pushing forward with AI-powered features and capabilities, while also grappling with stability and reliability issues. Zendesk is doubling down on its vision for the future of contact centers, with announcements around intelligent triage for voice calls, AI-powered agent assistance, and outcome-based pricing models. However, the company has also had to address several service incidents, including delays in AI agent responses and access issues, indicating that the transition to these new technologies is not without its challenges. For Zendesk professionals, this suggests a need to carefully navigate the balance between innovation and operational stability, as the company seeks to redefine the customer service landscape with its AI-centric approach.
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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
16 days agoService Incident - August 18, 2025 - Zendesk QA - QA access issues & 5xx errors Zendesk Service Notifications
22 days ago🚀 Product Updates 11
Announcing new options for side conversations Zendesk Announcements
2 days agoAnnouncing updates to the Agent as Requester workflow to support multibrand requests Zendesk Announcements
2 days agoAnnouncing brand membership management directly from the agent profile Zendesk Announcements
6 days agoAnnouncing incremental export APIs for custom object records Zendesk Announcements
7 days agoStreamline customer support operations by integrating Zendesk with AWS Support API | Amazon Web Services - Amazon Web Services
recentlyAnnouncing a configurable expiration period for public attachments Zendesk Announcements
10 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 enhancements to agent timeout and disconnection configurations Zendesk Announcements
22 days agoAutomated ticket redaction via triggers in Zendesk Internal Note
recently🔧 Operations & Maintenance 1
📊 Business & Strategy 1
💡 Resources & Learning 8
Zendesk to Shutter Zendesk Sell, Go All-In on Customer Service - CX Today
recentlyAI 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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19/09/2025
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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!