Daily and weekly summaries of Zendesk ecosystem news, curated and analysed.
Last updated: 10:00 GMT, 09 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
yesterdayThis article is crucial for Zendesk administrators, as it details a phishing campaign that has targeted Zendesk's customer data, highlighting the need to review security protocols and educate users on recognising and reporting suspicious activity.
Google News - Zendesk • recentlyThe rapid rollout of advanced AI capabilities like GPT-5 and HyperArc across Zendesk's platform is causing concerning stability issues, particularly around authentication, access control, and ticket processing in the AI Agent and Sunshine Conversations modules. This suggests Zendesk may be pushing the boundaries of its AI ambitions faster than its ability to ensure robust, reliable performance at scale.
Enterprise architects should closely evaluate the maturity and stability of Zendesk's AI features before committing to major upgrades or expansions. The frequency of service incidents may require more extensive testing cycles, contingency planning, and potentially a more limited, controlled use of AI capabilities until Zendesk can demonstrate consistent reliability. Administrators should also scrutinize Zendesk's roadmap for potential conflicts between rapid AI rollouts and core platform stability.
- Incidents related to AI Agent and Sunshine Conversations: Indicates ongoing challenges with scaling Zendesk's AI infrastructure
- Rollout timing of new AI features like custom intent categories and generative writing tools: Rapid cadence may compromise quality and stability
- Zendesk's Gartner Magic Quadrant positioning: Any changes in leadership status could signal competitive pressures or technical debt issues
https://support.zendesk.com/hc/en-us/articles/9916908440090-Service-Incident-November-06-2025-Multiple-pods-Analytics-Error-code-7-encountered-when-accessing-Analytics
2 days agoHistorical 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: