Zendesk News Archive - 27 September 2025 | Deltastring
This is an archived version from 27 September 2025.
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Daily and weekly summaries of Zendesk ecosystem news, curated and analysed.
Latest Zendesk Release Notes
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.
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🔧 Operations & Maintenance 1
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Announcing the WFM Workday integration EAP
Early access to test upcoming features before general release.
Zendesk Announcements • 11 days agoAnalysis
Generated this morningThe 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 intent detection, auto-assist procedure insights, and GPT-5 integration. This suggests that Zendesk administrators need to prioritize understanding the capabilities and limitations of these AI-driven features, as well as developing robust testing and monitoring strategies to ensure the stability and reliability of the platform during the transition to more autonomous support operations.
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🚨 Incidents & Security 4
Emergency Maintenance - September 26, 2025 | Support, Knowledge & Voice Database Update Zendesk Service Notifications
https://support.zendesk.com/hc/en-us/articles/9745577593242-Emergency-Maintenance-September-26-2025-Support-Knowledge-Voice-Database-Update
4 days agoService Incident - September 01, 2025 - Customers in Spain are unable to access Zendesk custom apps and ticket attachments due ... Zendesk Service Notifications
4 days agoService Incident - September 22, 2025 - Pods 13, 15 and 27 | Workforce Management - Messaging unable to establish session with r... Zendesk Service Notifications
5 days agoService Incident - August 13, 2025 - All pods | AI Agents - AI Agent delays Zendesk Service Notifications
17 days ago🚀 Product Updates 10
Announcing record-level permissions for custom objects Zendesk Announcements
5 days agoZendesk's response to Atlassian's end-of-life announcement for Jira Data Center/Server Zendesk Announcements
10 days agoAnnouncing new options for side conversations Zendesk Announcements
10 days agoAnnouncing updates to the Agent as Requester workflow to support multibrand requests Zendesk Announcements
11 days agoAnnouncing the WFM Workday integration EAP Zendesk Announcements
11 days agoAnnouncing brand membership management directly from the agent profile Zendesk Announcements
14 days agoAnnouncing incremental export APIs for custom object records Zendesk Announcements
16 days agoAnnouncing auto assist procedure insights Zendesk Announcements
17 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
18 days ago📊 Business & Strategy 2
💡 Resources & Learning 11
Del. Justices Uphold $10.5B Zendesk Take-Private Deal - Law360
recentlyDelaware High Court Upholds Zendesk $10.5B Private Deal - USA Herald
recentlyZendesk Wins Again in Claims Over Sale After Pressure from Jana - Bloomberg Law News
recentlyMoving from manual ticket categorization to AI-powered intent detection in Zendesk Internal Note
recentlyAI Propels IT Beyond the Help Desk: 86% of IT Leaders Confirm Their Work Shapes Employee Services Zendesk Press Releases
4 days agoZendesk 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
recentlyFaye Launches New AI Powered Pipedrive Zendesk Integration - MarTech Cube
recentlyZendesk Messaging authentication in the Help Center Internal Note
recentlyZendesk reports 30% faster response, 95% reliability after GPT-5 integration - VentureBeat
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Historical Zendesk industry news summaries and analysis
September 2025
- Zendesk news - 27 September
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- Zendesk news - 10 September
- Zendesk news - 9 September
- Zendesk news - 8 September
- Zendesk news - 7 September
- Zendesk news - 4 September
Nico's Commentary
Just a couple of smaller items we want to draw your attention to this week:
The Delaware court ruled in favour of the Zendesk board once again, which likely draws and end to the matter. Regular readers know we've been following the details on this one and we're glad to see a quick resolution to this latest skirmish.
Zendesk added a new API endpoint for incremental export of custom objects. We're glad to see proper good old fashioned APIs are still something other people care about too!