Latest: Service Incident - October 14, 2025 - Pod 13 | Sunshine Conversations - Messaging delays
Last updated: 23:00 GMT, 14 October 2025
Key Changes: Copilot ticket summarization now includes both public replies and internal notes, with an expanded word limit to capture more ticket context. Copilot's real-time AI suggestions for agents during live voice calls provide instant, context-aware recommendations from the help center to help resolve customer issues more efficiently.
View Full Release Noteshttps://support.zendesk.com/hc/en-us/articles/9828286660122-Service-Incident-October-14-2025-Pod-13-Sunshine-Conversations-Messaging-delays
2 hours agoSignificant platform update affecting Zendesk administrators.
Zendesk Service Notifications • 4 days ago1. The most significant operational pattern that administrators need to understand is the increasing reliance on AI-powered automation within the Zendesk ecosystem, which is causing stability issues and service disruptions across multiple product areas.
2. Zendesk administrators should carefully monitor the rollout and performance of AI-driven features, thoroughly test them in non-production environments, and be prepared to quickly troubleshoot and mitigate any resulting service incidents that may arise from the integration of these new AI capabilities.
https://support.zendesk.com/hc/en-us/articles/9811566222106-Service-Incident-October-10th-2025-Zendesk-Talk
4 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!