Daily and weekly summaries of Zendesk ecosystem news, curated and analysed.
Last updated: 01:03 GMT, 13 October 2025
Key Changes: Copilot released custom fields in entities. Copilot also released ticket summaries in reporting, views, as placeholders, and via the API.
View Full Release Noteshttps://support.zendesk.com/hc/en-us/articles/9800032444058-Service-Incident-October-07-2025-Multiple-pods-Support-Unable-to-update-ticket-Error-an-app-has-timed-out-and-has-prevented-the-submission-of-the-ticket
11 hours agoEarly access to test upcoming features before general release.
Zendesk Announcements • 7 days agoThe most significant operational pattern that administrators need to understand is the increasing reliance on AI-powered features and the potential impact on system stability. Zendesk is rapidly expanding its AI capabilities, such as AI-powered intent detection, generative email replies, and real-time AI suggestions for Voice, but these new features appear to be causing service incidents and disruptions, requiring administrators to thoroughly test and monitor the integration of AI into their Zendesk ecosystem.
https://support.zendesk.com/hc/en-us/articles/9742773411354-Service-Incident-September-22-2025-Pods-13-15-and-27-Workforce-Management-Messaging-unable-to-establish-session-with-remote-server
4 days agoHistorical Zendesk industry news summaries and analysis
Nico's Commentary
This week we see a big batch of updates, primarily in the AI Agents Advanced package.
I know I have a reputation in this space as an AI cynic (see yes I hate AI) but the important thing from my perspective is for the Zendesk platform to be the go-to solution for the businesses which will be tomorrow's giants. If copilot and AI agents help the leaders of growing support teams choose Zendesk and scale up quality service then that's what we all need to see.