Latest: Service Incident - October 13, 2025 - Multiple pods | Messaging - Inbound emails via Gmail connector not being received in Zende...
Last updated: 23:00 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/9822806939418-Service-Incident-October-13-2025-Multiple-pods-Messaging-Inbound-emails-via-Gmail-connector-not-being-received-in-Zendesk
6 hours agoSignificant platform update affecting Zendesk administrators.
Zendesk Service Notifications • 3 days agoThe most significant operational pattern that administrators need to understand is the increasing reliance on AI-powered capabilities within the Zendesk ecosystem, coupled with the potential for security and stability issues arising from external factors.
This means that Zendesk administrators must carefully evaluate the impact of AI-driven features on their core support infrastructure, while also maintaining vigilance against potential security threats and service disruptions that may originate from third-party integrations or external events beyond their control.
https://support.zendesk.com/hc/en-us/articles/9811566222106-Service-Incident-October-10th-2025-Zendesk-Talk
3 days agoHistorical Zendesk industry news summaries and analysis
Nico's Commentary
Having had a bit of a fight with Claude over weeks trying to make these summaries good on this page, I have some sympathy for whoever was responsible for the updated copilot ticket summaries. I thought the flurry of "prompt engineering" roles a couple of years ago were a cynical joke but now they have vanished I feel like I should hire one!
It's time to renew this article Contracting is all in the preparation but I'm airing it here because it keeps coming up. Colour code your gear for site visits, have backups for everything mission-critical, etc. It makes such a difference!