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
yesterdayEarly access to test upcoming features before general release.
Zendesk Announcements • 8 days agoThe most significant operational pattern that administrators need to understand is the rapid evolution and integration of AI-powered features across Zendesk's product suite. This suggests that Zendesk is aggressively pursuing an AI-first strategy, which may introduce stability risks and require extensive testing and monitoring by administrators to ensure seamless customer experiences.
https://support.zendesk.com/hc/en-us/articles/9594339646362-Service-Incident-August-13-2025-All-pods-AI-Agents-AI-Agent-delays
14 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!