Daily and weekly summaries of Zendesk ecosystem news, curated and analysed.
Updated 18:00 GMT, 13 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 13, 2025 08:25 AM UTC | November 13, 2025 12:25 AM PTWe are pleased to inform you that the issue preventing Zendesk QA from loading has been resolved. However, our team continues to investigate intermittent issues affecting the Dashboard in Zendesk QA. As this has been identified as ...
9 hours agoThis article is crucial for Zendesk administrators, as it highlights a phishing campaign that has targeted Zendesk's customer data, underscoring the need for robust security measures and employee training to mitigate such threats.
Google News - Zendesk • recentlyThe announcement of the upcoming change to the legacy Agent home page ticket list, which will migrate to use ElasticSearch, suggests Zendesk is making significant architectural changes to its core agent experience. This change, with a rollout starting in December 2025, indicates Zendesk is proactively addressing potential performance and scalability challenges in its legacy agent interface ahead of broader platform updates.
Enterprise architects and implementation leads managing large-scale Zendesk deployments should view this change as a leading indicator of Zendesk's broader platform modernization efforts. The migration to ElasticSearch for the agent ticket list could have downstream impacts on customizations, integrations, and reporting, requiring careful planning and testing to ensure a seamless transition for end-users. Experts should also consider the potential performance and reliability implications of this change, as the agent experience is a critical component of large-scale Zendesk implementations.
- Feedback from early adopters on the performance and stability of the new ElasticSearch-powered ticket list: Signals Zendesk's ability to execute on platform modernization without disrupting mission-critical agent workflows
- Rollout timeline and any delays or issues: Indicates Zendesk's capacity to manage complex architectural changes at scale
- Zendesk's roadmap and messaging around future agent experience enhancements: Provides insight into the vendor's long-term vision for its core agent-facing capabilities
SUMMARYNovember 10, 2025 15:41 UTC | November 10, 2025 07:41 AM PTWe are aware of an issue preventing customers in accessing the Chat product on Pod 18 between 09:13 and 09:25 UTC. Our engineers have since mitigated the issue, and full service has been restored. We apologize for the inconvenience an...
3 days agoHistorical Zendesk industry news summaries and analysis
Nico's Commentary
Yesterday we were in London for some networking and meetings and had breakfast with our friends at Geckoboard. You can hear our thoughts on Zendesk metrics for the AI age here!
I'm sure the asset management must have been a feature requested by *someone* but for me it demonstrates a confusing lack of focus. However, I spoke to a couple of ecosystem vendors yesterday who independently said the same thing. When a new tool is added to the Zendesk platform, it drives adoption of more mature offerings in that same area. Bluntly, businesses say "oh we actually were needing asset management" and try the Zendesk product, see it is something they do need but want a dedicated tool and then sales climb for others.
You might have spotted that we now have a little alert from the Zendesk status page on the top right above this text box. It's not quite real time at the moment but I think it's handy to have that information here. What do you think? Let me know!