Daily and weekly summaries of Zendesk ecosystem news, curated and analysed.
Updated 12:00 GMT, 12 November 2025
Key Changes: IT asset management entered early access, allowing internal service teams to track, monitor, and manage IT assets in the Zendesk platform. Copilot added 15 new recommendation types for stale and duplicate triggers, macros and automations, and intent suggestions, and the new article editor in Knowledge (formerly Guide) is being rolled out in Phase 2 over 2 weeks starting November 3. The Mobile SDK replaced the org.json library with Kotlinx serialization to prevent version conflicts and improve stability, and fixed an issue where the ConversationExtensionDisplayed event was sent even when the extension wasn't displayed under poor network conditions.
View Full Release NotesSUMMARYNovember 12, 2025 08:44 AM UTC | November 12, 2025 12:44 AM PTOur engineering team has fully resolved the issue affecting the Facebook integration in Zendesk Support and the backlog has been successfully processed to ensure all messages received during the incident have been handled.Thank you...
3 hours agoThis article is crucial for Zendesk administrators, as it highlights a recent phishing campaign that has targeted Zendesk's customer data, underscoring the importance of robust security measures and employee training to mitigate such threats.
Google News - Zendesk • recentlyThe announcement of automated resolution allowance visibility and overage billing changes for customers on non-standard Zendesk contracts suggests the vendor is proactively addressing billing complexities that can arise at scale. The staggered rollout, with billing changes coming several months after the initial announcement, indicates Zendesk is carefully managing the transition to avoid disruption for large enterprise customers.
Enterprise architects managing complex Zendesk deployments should view these billing updates as an opportunity to re-evaluate their contract structures and usage patterns. The increased visibility into automated resolution allowances may uncover optimization opportunities, while the forthcoming overage billing changes could require adjustments to cost forecasting and chargeback models. Architects should work closely with Zendesk account teams to ensure a smooth transition and minimize the risk of unexpected cost increases.
- Adoption rates of non-standard Zendesk contracts (ELA, multi-year): Indicates enterprises' willingness to commit to the platform long-term
- Feedback from customers on the automated resolution allowance visibility and overage billing changes: Signals the vendor's ability to address enterprise-scale billing challenges
- Zendesk's positioning in Gartner's Magic Quadrant for Customer Service and Support Applications: Could highlight the vendor's progress in delivering enterprise-grade billing and pricing flexibility
SUMMARYNovember 06, 2025 16:02 UTC | November 06, 2025 08:02 AM PTOur engineers have confirmed that the Error Code 7 issue affecting access to Analytics has been resolved, and all products are fully recovered. We wish to clarify that only historical data set reports were impacted during this inciden...
5 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: Geckoboard Zendesk partner interview with Deltastring