Daily and weekly summaries of Zendesk ecosystem news, curated and analysed.
Last updated: 23:00 GMT, 28 October 2025
Key Changes: 1. A new security posture dashboard was introduced that brings together many important account settings, and the look of the team member and end user sign-in experiences was refreshed. 2. Starting October 27, 2025, all new Zendesk customers will be unable to opt out of Messaging, and Voice now fully integrates with department spaces, allowing agents to only see the lines associated with brands for which they have permission.
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
21 hours agoThe new security posture dashboard in Admin Centre consolidates critical account settings, empowering Zendesk administrators to proactively manage their organisation's security posture from a centralised location.
Zendesk Announcements • 8 days ago1. The most significant operational pattern observed is the high frequency of service incidents and outages across multiple Zendesk products and pods, indicating potential systemic stability issues within the platform.
2. This suggests that Zendesk administrators need to closely monitor the platform's overall health, prioritize proactive maintenance and testing, and have robust incident response and communication plans in place to minimize the impact of future disruptions on their customer service 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
4 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.