Daily and weekly summaries of Zendesk ecosystem news, curated and analysed.
Key Changes: The release notes include the following specific changes: A new, modernized version of the ticket settings page is now available in Admin Center, with a streamlined layout and new features and controls for managing ticketing configurations. The default automation responsible for transitioning tickets from Solved to Closed has been updated to find tickets throughout the hour, not just at the top of the hour. Record-level permissions on custom objects with Access Rules have been introduced. In the Dialogue Builder, select inputs have been replaced by Zendesk Garden components, and templates now work when the messaging toggle is activated. The limits for excluded terms in AI translation for articles have been increased from 50 to 300, and Admins can now understand their auto assist procedure performance directly from the procedure page in Knowledge admin. Automated resolutions for accounts in pod 19 were not being counted for autoreplies based on intelligent triage from July 17 to August 29, but this issue has been remediated. Copilot introduced 15 new recommendation types for refunds and escalations, macro suggestions in auto-assist procedures, and conversation summarisation for Slack channels.
View Full Release NotesEarly access to test upcoming features before general release.
Zendesk Announcements • 13 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 intent detection, auto-assist procedure insights, and GPT-5 integration. This suggests that Zendesk administrators need to prioritize the careful testing and monitoring of these AI-driven features to ensure stable and reliable customer support operations, as the integration of advanced technologies can introduce new points of failure and potential disruptions.
https://support.zendesk.com/hc/en-us/articles/9745577593242-Emergency-Maintenance-September-26-2025-Support-Knowledge-Voice-Database-Update
6 days agoHistorical Zendesk industry news summaries and analysis
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!