Service Incident - October 18, 2025 - All Pods | Email processing delays Zendesk Service Notifications
https://support.zendesk.com/hc/en-us/articles/9425412142874-Service-Incident-October-18-2025-All-Pods-Email-processing-delays
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Latest: Service Incident - October 18, 2025 - All Pods | Email processing delays
Last updated: 23:00 GMT, 18 October 2025
Latest Zendesk Release Notes
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 NotesLatest - Last 48 Hours 8 stories
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Update [October 17]: Important notice about recent spam emails via Zendesk
Significant platform update affecting Zendesk administrators.
Zendesk Announcements • 2 days agoAnalysis
Generated this morningThe most significant operational pattern observed is the prevalence of service incidents and technical issues across multiple Zendesk products and pods, coinciding with the announcement of major AI and automation capabilities. This suggests that Zendesk administrators need to carefully monitor the stability and performance of the platform as the company rapidly expands its AI-powered features, ensuring that new functionality is thoroughly tested and rolled out in a controlled manner to avoid disrupting core support operations.
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🚨 Incidents & Security 10
Announcing a Unified Location for Service Incident Information Zendesk Service Notifications
https://support.zendesk.com/hc/en-us/articles/9832283232154-Announcing-a-Unified-Location-for-Service-Incident-Information
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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!