Daily and weekly summaries of Zendesk ecosystem news, curated and analysed.
Last updated: 23:00 GMT, 25 October 2025
Key Changes: 1. New lookup relationships added to connect custom objects to Guide articles in Support, and Zendesk Workforce Management (WFM) introduced bulk actions for assigning and unassigning users to or from WFM workstreams. 2. Voice fixed an issue that prevented agent-to-agent SIP calls transfers from completing for accounts with no phone numbers, and an issue where some calls stayed in wrap-up past the configured time.
View Full Release Noteshttps://support.zendesk.com/hc/en-us/articles/9868796554394-Service-Incident-October-25-2025-Pod-15-Sunshine-Conversations-SunCo-errors-and-latency-pod-15-ticket-creation-delays-pod-19
5 hours agoThe new security posture dashboard in Admin Centre consolidates critical account settings, empowering Zendesk administrators to efficiently monitor and enhance their organisation's security posture from a centralised location.
Zendesk Announcements • 5 days agoThe most significant operational pattern that administrators need to understand is the recurring service incidents and infrastructure issues impacting Zendesk's core products and services. These incidents, which span multiple pods, services, and regions, suggest that Zendesk is facing significant operational challenges that require close monitoring and proactive mitigation strategies from administrators to ensure the stability and reliability of the platform.
Furthermore, the announcements of new features and integrations during these service incidents indicate that Zendesk is attempting to expand its capabilities and ecosystem while also grappling with underlying infrastructure and reliability problems. Administrators will need to carefully balance the adoption of new features with the need to maintain a stable and reliable Zendesk environment for their organizations.
https://support.zendesk.com/hc/en-us/articles/9858456215194-Service-Incident-October-22-2025-Multiple-pods-Issues-with-AI-Agent-tickets
3 days agoHistorical Zendesk industry news summaries and analysis
Nico's Commentary
Is your help centre performing as it should? We've done some research and see that many fail basic tests of accessibility and performance. We are now offering ready-to-go and also custom themes for Zendesk help centres, Bootstrap based and blazing fast. Find out more!
How was the AWS outage for you? I'm glad that Zendesk and the ecosystem mostly continued as usual. If your company had problems, definitely put some time into evaluating backup options and redundancy solutions!
Given that we've some relatively mundane updates this week I'm waving another old article in front of readers. I wrote a while ago about designing the Nico logo for my own website and you might find it interesting. It's here.