Daily and weekly summaries of Zendesk ecosystem news, curated and analysed.
Last updated: 23:00 GMT, 27 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/9877533753882-Service-Incident-October-27-2025-Multiple-pods-Knowledge-Ticket-Submission-Issues
5 hours agoThe new security posture dashboard in Admin Centre provides Zendesk administrators with a centralised view of critical account settings, empowering them to proactively manage their organisation's security posture.
Zendesk Announcements • 7 days agoThe most significant operational pattern observed across the article titles is the prevalence of service incidents and stability issues affecting Zendesk's core products and infrastructure. This suggests that Zendesk administrators need to closely monitor the platform's reliability and performance, prioritize incident response and root cause analysis, and ensure robust testing and staging environments to mitigate the impact of product changes and upgrades on mission-critical customer support operations.
https://support.zendesk.com/hc/en-us/articles/9866986135962-Service-Incident-October-24-2025-Pod-17-AI-Agents-Auth-Access-User-Does-Not-Have-Permission
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.