Meta is introducing per-message charges for non-template WhatsApp Business replies and utility template messages sent within customer service windows, effective October 1, 2026. Until now, these messa...
Announced on Rollout on August 11, 2026 August 11, 2026 Zendesk is pleased to announce that agents and business rules can associate existing tickets with service catalog items.This announcement includ...
Hello, How does everyone measure SLA for live talk? The built in SLA’s don’t seem to work from everything I have read. Our numbers don’t seem to be matching. Any help or ideas please submitted b...
Announced on Rollout on August 10, 2026 August 10, 2026 Zendesk is excited to announce the general availability of the MCP client, which makes it possible to use the tools on an MCP server in action f...
See the What's New section for an overview of what was released last month.This week's release notes include: Copilot Contact Center Knowledge & AI agents Apps and integrations Products with no up...
Zendesk has expanded its proactive messaging capabilities to allow business metadata as a triggering condition, enabling support teams to initiate outreach based on first-party customer attributes alr...
SummaryBetween July 31, 2026, 01:15 UTC and August 4, 2026, 09:11 UTC, some customers with Employee Service Suite accounts and sandboxes experienced an issue that unexpectedly removed their Ultimate (...
SummaryOn August 4, 2026, from 23:34 UTC to 00:28 UTC on August 5, 2026, Zendesk Support customers on Pod 26 experienced an inability to load Z2, receiving 503 errors until service was restored and th...
Zendesk's argument against the app sidebar reflects a fundamental shift in how contact center architecture must function when autonomous AI agents become operational workforce members rather than copi...
Announced on Rollout starts Rollout ends August 6, 2026 August 10, 2026 August 11, 2026 We're introducing more granular OAuth scopes and the ability to configure allowed scopes for OAuth clients in Ad...
Your account must have the resolution allowance pricing model to use this feature. If you don't have this model, you will not see the Resolution usage dashboard in Admin Center. Announced on Rollout s...
Do you track reopen rate on AI-resolved tickets separately from the built-in reporting? Curious whether the native number matches what you actually see. submitted by /u/memelordaf13 [link]...
Hi all! Does anyone here work as a SE at Zendesk? I’m curious about the types of technical problems you typically solve and how much of the role is technical versus sales-focused. submitted by &...
Hi all- im in a bit of a pickle trying to figure out a clean way to display a lot of data points for my stakeholders. The main request is to show all the types of tickets we get within the org. The ma...
Hi everyone, I’m curious how folks are organizing their Zendesk knowledge bases when balancing human agents and AI agents. Much of the advice around deploying AI agents suggests that the knowledge you...
Announced on Rollout starts Rollout ends August 12, 2026 August 12, 2026 August 20, 2026 We're excited to introduce an embedded audio recorder directly within Agent Workspace. This new feature allows...
Hi everyone, I’m building components for our upcoming Omnichannel routing launch. I’m an admin but not a developer. Everything worked fine last week, but I am now hitting a major blocker when assignin...
Hey all , new to zendesk and activated my help center , Just want to know whether zendesk's help center uses `zaf_sdk.min.js` or not submitted by /u/Ok_Change_5175 [link] [comments]
Announced on Rollout on August 10, 2026 August 10, 2026 We're excited to announce that cloning a Zendesk AI agent now copies your agent’s full configuration, including procedures, actions, knowledge s...
Announced on Rollout on August 10, 2026 August 10, 2026 We're excited to announce that Zendesk is introducing Reviewer QA assignments and a dedicated Reviewer QA dashboard in Zendesk QA.This announcem...
Zendesk's accumulation of 20 billion conversations across its platform represents a critical inflection point for the CX industry, one that exposes the tension between scale and actionability. The she...
Zendesk automation and trigger configuration presents a critical operational challenge when end-user-initiated ticket resolution intersects with backend workflow logic. The core issue centres on a see...
Announced on Rollout starts Rollout ends August 5, 2026 August 5, 2026 August 5, 2026 We're excited to announce the general availability (GA) of an an AI-powered custom object builder within Admin Cop...
Zendesk has expanded its Marketplace with a dedicated action flow connectors segment, launching 50+ new integrations including Slack and Microsoft Teams alongside a refreshed UI and new MCP Client cap...