Commentary: Measuring What Matters - Metrics for the AI Age

13 November 2025

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!