Daily and weekly summaries of Zendesk ecosystem news, curated and analysed.
Last updated: 05:00 GMT, 07 November 2025
Key Changes: 1. The action builder, a new no-code visual workflow tool, is now generally available to automate integrated workflows across Zendesk and other systems. 2. The email containing the two-step verification passcode now only references the brand name of the account, instead of the word "Zendesk". 3. Agents and admins can now provide direct feedback on each Copilot auto assist suggestion via the "Leave feedback" feature in the Copilot auto assist composer.
View Full Release Noteshttps://support.zendesk.com/hc/en-us/articles/9885622568218-Service-Incident-October-29-2025-Multiple-pods-Search-and-Observability-suite-degradation-issues
12 hours agoThis article is crucial for Zendesk administrators, as it highlights a new phishing attack that exploits Cloudflare and Zendesk pages to steal user credentials, underscoring the need for vigilance and proactive security measures to protect their organisation's sensitive data.
Google News - Zendesk • recentlyThe most significant operational pattern that Zendesk administrators need to understand is the increasing frequency and severity of service incidents, particularly those related to AI-powered features and infrastructure issues.
These incidents, which include problems with AI agent tickets, messaging delays, and knowledge ticket submission issues, suggest that Zendesk's rapid expansion into AI-driven customer service is outpacing the stability of its underlying systems, requiring administrators to closely monitor performance, test new features thoroughly, and be prepared to respond quickly to mitigate the impact of service disruptions.
Beware of New Phishing Attack that Abuses Cloudflare and ZenDesk Pages to Steal Logins CyberSecurityNews
recentlyHistorical Zendesk industry news summaries and analysis
Nico's Commentary
The general availability of the action builder means this will be a fun week for Zendesk admins who haven't yet had a play with the latest toy. I'm not generally a fan of no-code solutions because they often come with frustrating limitations baked in, but on the other hand this could well be a gateway drug for teams who haven't yet gone beyond standard Zendesk objects in their workflows.
Like we demonstrate with our Zendesk theme engine we believe in engineering processes, testing and measuring and iterating. It's something we have been discussing a lot lately, particularly around understanding the data we can explore in Zendesk instances.
Recently we had a great morning with our friends at Geckoboard and went into detail about this and other elements of our work, which resulted in this edit: