deltastring weekly
Zendesk news and incisive views
This week
"In my monthly call with the heads of all the other group companies, no one could believe that we ended phone support, cut our costs, still continued to increase CSAT."
Just had this nice message from one of our clients as I sat down to type this newsletter and so I thought I'd share it. Maybe your parents used to stick things you did or achieved on the door of the fridge? Little drawings or swimming certificates maybe. I think we all need a fridge door to collate our little pieces of success or joy. Maybe a Slack channel could do that job for your team?
In the support team in particular the outcomes can be heavily affected by morale. A happy and valued agent is one who is also a very effective operator when it comes to resolving issues and pleasing the customers. We all know CSAT is linked to employee satisfaction. This includes a responsibility to advocate for yourself and do the things that make you happy and productive and successful.
From Deltastring
The work was demanding but it was yours and you understood it. Then one day your role grew. Not through a promotion or a conversation, just through a decision that landed on your desk.
Deltastring boss Rosie knows how it is to wear too many hats.
What caught our attention
35 sources · ai,industry · 2026-04-20
Software heavyweights look to support for their new product. I'm excited to see where this goes.
7 sources · features,industry · 2026-04-23
AI voice agents have really matured the last six months but anecdata shows they can still be a frustrating experience. Can Home Depot nail this one?
3 sources · security,industry · 2026-04-24
Here's a concern. How do your customers tell the legit robot from the scammers?
4 sources · analysis,industry · 2026-04-22
Have you asked your agents what works for them? Are they sharing their tips with each other? Perhaps more importantly, is getting good value from their AI tools something clearly aligned with their individual goals?
3 sources · acquisition,industry · 2026-04-23
I had a call with a contact earlier this week discussing the consolidation of AI support startups. How do you know you're implementing software tools which will keep progressing rather than vanish? Profitability is a big clue.
What we shipped
Zendesk configuration management
| Smarter dependency resolution for multi-instance config — dependencies are now automatically resolved and reordered when moving configurations, with proper handling of references across organisations. |
| Improved data safety — Zendesk data values are now escaped to prevent injection attacks, and notifications properly warn when user or channel references may not translate correctly. |
| Better deployment experience — the promote page now shows type and action filters to help you navigate changes, and includes a loading indicator whilst pushing to the target instance. |
| ID backfilling across instances — newly created object identifiers are automatically tracked and reused in subsequent changes, ensuring configurations stay consistently linked after promotion. |
| Smoother conflict resolution — "Sync First" conflicts now use a proper form submission instead of a simple link for safer handling. |
| Cross-instance field translation correctly handles condition and action references, including custom fields. |
CX platform news, aggregated and analysed
| Newsletter web views now display a favicon for a more polished appearance |
| Story routes support HEAD requests for improved compatibility with external tools |
| Webhook logging verbosity updated as part of deliverability testing |
Worth your time
More Human manifesto Someone puts into words something we've long believed. If you're taking on big companies, lean into your humanity.
Youtube: Maciej Ceglowski - Superintelligence: The Idea That Eats Smart People Ten years since this incredible keynote, Maciej has never looked more right. Absorb this.
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What happened in Zendesk this week
Platform changes, security updates, and honest opinions from someone who builds on Zendesk every day. One email, Fridays.
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