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/9803704225562-Service-Incident-October-8th-2025-Pods-29-18-and-17-Analytics-Dashboard-can-not-be-accessed-for-Explore-5XX-error
10 hours agoSignificant platform update affecting Zendesk administrators.
Zendesk Release Notes • 3 days agoThe most significant operational pattern observed is the rapid expansion of AI-powered features across Zendesk's product suite, including AI-driven ticket categorization, generative email replies, and real-time voice suggestions. This indicates that Zendesk is aggressively pursuing an AI-first strategy, which will require administrators to carefully manage the integration and impact of these new AI capabilities on their customer service operations, ensuring a seamless transition and maintaining service quality.
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
5 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.