Daily and weekly summaries of Zendesk ecosystem news, curated and analysed.
Key Changes: 1. Support added incremental export APIs for custom objects to enable customers to build reports on their custom object data in external reporting tools. 2. AI Agents Advanced released the unified request view and enabled agents to rate their own tickets where they are requestors, but fixed an issue where agents could no longer change a CSAT score for tickets they are not requestors of if they discover a link.
View Full Release Noteshttps://support.zendesk.com/hc/en-us/articles/9745577593242-Emergency-Maintenance-September-26-2025-Support-Knowledge-Voice-Database-Update
18 hours agoEarly access to test upcoming features before general release.
Zendesk Announcements • 7 days agoThe most significant operational pattern observed is the increasing reliance on AI and automation across Zendesk's product suite, as evidenced by the announcements of AI-powered features such as intelligent triage for voice calls, auto-assist procedure insights, and the integration of GPT-5 technology. This suggests that Zendesk administrators need to prioritize the careful implementation and monitoring of these AI-driven capabilities, ensuring they are thoroughly tested and integrated seamlessly with existing workflows to maintain service reliability and customer experience.
Additionally, the titles indicate a strategic shift towards outcome-based pricing and a focus on core customer service functionality, as evidenced by the decision to shutter the Zendesk Sell product. This shift may require Zendesk administrators to reevaluate their integration strategies and ensure that their Zendesk implementation aligns with the company's evolving product direction and pricing models.
https://support.zendesk.com/hc/en-us/articles/9594339646362-Service-Incident-August-13-2025-All-pods-AI-Agents-AI-Agent-delays
13 days agoHistorical Zendesk industry news summaries and analysis
Nico's Commentary
Voice felt like a channel on the decline for a long time, with its high costs and frustrations around reporting and triage. AI is going to be the key to make voice useful again, with smarter transcription enabling more automation. Just so long as customers can stand even more talking to machines!
I've seen discussion around the Zendesk admin certification. My view is that if you compare the Zendesk offering with other platforms, like Salesforce Trailhead, it's so far short of something which would be useful to people buying or selling Zendesk services. The cert as it stands is barely more than a tax on Zendesk specialists.
I'd like to see the Zendesk community come together to establish some specific Zendesk roles, some definition of what it means to be a "Zendesk architect" or a "Zendesk engineer" and some third party way of assessing this. If developing this idea appeals to you, get in contact!