deltastring weekly
Zendesk news and incisive views
This week
Beacon is solving problems for our clients. If your Zendesk is a core system for your business, you need to treat its configuration with the respect the rest of your tech stack gets. We're at Zendesk Showcase London next week and you should grab me and see what we're up to. Bring us your scrappiest, most tangled Zendesk. The meetings we want most are the ones where you think we'll struggle.
From Deltastring
A wave of exciting new products are really thin layers wrapped around someone else's AI. Should you be building that? Should you be buying that?
What caught our attention
2 sources · industry · 2026-06-03
Increasingly we see expectation meet reality when it comes to these deployments. Revolutions take time or they don't hold. You need good foundations if you're going to build something new on top.
1 source · industry · 2026-06-03
As late as 2030? Don't tell me your support team couldn't be more lean with better process automation. Don't let AI strip your business of entry level though! Today's newbies are tomorrow's leaders. I still hate AI but I also hate football and sandals and fast food but these things aren't going anywhere.
1 source · ai · 2026-06-02
I have gotten a bit obsessed with this new Ferrari launch because it encapsulates everything broken in '26. Marc Newson said “We have to educate people. If you ask consumers what they want, they’ll only be able to use their frame of reference. And all they can do is look into the past.” Your support platform is still essentially a shared email inbox with everything else tacked on. Now you have software agents and expect them to act as human agents? We need a broader rethink.
What we shipped
Zendesk configuration management
| OAuth login now uses PKCE and time-bound state tokens, giving customers stronger protection against intercepted callbacks and replay on sign-in. |
| Promote workflow previews every field that would be dropped before you confirm, so changes move between Zendesk environments with full visibility. |
| Global search now matches Zendesk object IDs, so paste in a ticket, trigger, or macro ID and jump straight to it. |
| A master switch puts all notification email under one control, so admins can pause the noise for a release window or maintenance day with a single click. |
| A new true-black AMOLED theme joins refreshed light and dark modes, so Beacon stays comfortable to work in on any screen, in any room. |
AI-native support platform
| Further production-readiness updates Deltastring AI agents can be plumbed directly into software products. |
Worth your time
Tactile things are good for the soul.
Amateur radio feels like magic when you get everything working: you put up an aerial, you tune your hardware, and then you hear it, little fragments of secret messages from the air all around us. RTL-SDR is a good way in. Old technology still gives me goosebumps when it comes together. Remember your first SMS message? It was a weird feeling to know that if I just had the right digits in my 3210 I could communicate with anyone.
The same thread runs through the brands that are nailing it right now. Tamiya, Warhammer, Scalextric. You build the thing, you get the glue and paint out, you make some little adjustments, the whole experience is lovely. Scalextric have just done Pat Doran's RS200. I've seen that car in real life. Fettling your slot cars is a lovely day. Maybe I'll break out the N64.
Growing trees into chairs is the ultimate in tactile, low-tech engineering. What a magical thing to do. No one is asking "What's the six month ROI?" of these people.
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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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