Daily and weekly summaries of Zendesk ecosystem news, curated and analysed.
Updated 02:00 GMT, 17 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 NotesThis article is crucial for Zendesk administrators, as it details a phishing campaign that has targeted Zendesk customer data, highlighting the need for robust security measures and user awareness training to protect sensitive information.
Google News - Zendesk • recentlyThe recent announcements around Zendesk's AI roadmap, including the integration of GPT-5 and HyperArc, suggest the company is making significant investments to enhance its AI capabilities. However, the service incidents related to AI Agents, Analytics, and other AI-powered features indicate potential challenges in scaling these advanced technologies across Zendesk's platform. The concentrated issues in specific pods and the mention of "staged rollouts" imply architectural complexities in delivering a consistent, reliable AI experience.
Enterprise architects and implementation leads should closely monitor Zendesk's ability to seamlessly integrate and scale its AI innovations without compromising the overall stability and performance of the platform. The risk of AI-related failures, integration issues, and permission problems could significantly impact the user experience and reliability of Zendesk deployments relying on advanced AI features. Experts should factor in the potential for Zendesk's AI roadmap to outpace its ability to ensure platform-wide scalability and resilience.
- Frequency and severity of AI-related service incidents: Indicates Zendesk's progress in hardening its AI infrastructure and integrations
- Rollout timelines and success rates for new AI features: Provides insight into Zendesk's capacity to deliver on its AI vision without compromising platform stability
- Zendesk's communication and transparency around AI-related challenges: Reflects the vendor's commitment to addressing technical debt and supporting enterprise-grade deployments
- Adoption and usage metrics for AI-powered features: Signals the market's appetite for Zendesk's AI capabilities and the vendor's ability to drive value
SummaryOn October 18, 2025, from 12:07 UTC to 13:32 UTC, customers across all production locations experienced delays in receiving inbound emails and a temporary block on outbound emails that lasted approximately 20 minutes. This caused delays in email delivery and degraded spam filtering for all af...
2 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!