Customer Experience News is a weekly newsletter and video about the most important news and discussions for Customer Experience and Customer Support Leaders.
This is all the weekly news you need in around 5 minutes.
Today, we have headlines from: Zendesk, Linear, Ada and Medallia, Plain, Pylon, Pluno, Attio, Freshworks, Notion and Dixa.
SaaS Support Product News – January 29, 2026
Zendesk launched Unified Navigation
Zendesk is rolling out Unified Navigation across its product suite. The update introduces a consistent interface for switching between products, side navigation panels with standardized icons, and unified search placement across Support, Admin Center, Workforce Management, Quality Assurance, and AI agents.
Support-specific improvements include highlighted active ticket tabs, drag-and-drop tab reordering, and an overflow menu for agents working multiple conversations. User profiles also get a unified look across products.
The practical impact: reduced training time when onboarding team members across multiple Zendesk products, and less context-switching friction for teams that move between Support and Admin Center regularly.
Current limitations include no unified nav yet for Analytics, Chat, HyperArc, or Contact Center—those come later. Admins can enable or disable during EAP via Admin Center > Workspaces > Agent Interface, but that option disappears at general availability when unified navigation becomes the permanent default.
Linear Mobile has customizable navigation
Linear, a project management tool primarily used by Engineers and Product teams, launched the personalization of the mobile app bottom toolbar. The benefit specifically for CX leaders is the ability to pin specific projects, initiatives, or documents. Bugs, Features, Sprints are easier accessed in the Linear Mobile experience.
Ada Partners with Medallia to Connect CX Intelligence with AI Agent Automation
Ada, an AI agent platform, and Medallia, a VOC and experience management platform, announced a joint solution that feeds Medallia’s omnichannel customer intelligence (surveys, calls, and digital signals) directly into Ada’s AI agents to personalize workflows and automate resolutions. The integration applies Medallia’s risk scores and quality rubrics to Ada’s interactions, enabling policy-compliant automation on complex queries that traditional bots can’t handle.
Plain launched incremental syncing
Plain, an AI-powered customer support platform designed for high-growth B2B and technical teams, launched a number of performance updates that makes the app feel faster and respond quicker, especially for workspaces with a large number of threads. They use incremental syncing since the last visit instead of full workspace refreshes.
If you are using plain, be sure to see the full list of updates they launched on January 23rd.
Pylon launches SMS support
Pylon, a support platform built for B2B, has expanded their connected sources beyond Slack, Microsoft Teams and Discord. In January alone, they’ve launched support for Telegram, WhatsApp and SMS.
As other platforms are scaling their connected sources, this is a prime time to rethink where your customers are, and consider your offered communication channels.
Pluno Adds AI-Powered QA Scoring for Human Agent Accuracy
Pluno’s QA feature now checks human agent responses against your knowledge base, scoring accuracy on a 1-5 scale with specific feedback. The update also introduces silent escalations, routing high-urgency tickets (billing disputes, security issues, VIPs) directly to humans without telling the customer a handoff is happening.
Attio Integrates with Productboard and JustCall
Attio, a CRM platform for startups and growth-stage companies, added new integrations with Productboard (for pushing customer insights into product decisions) and JustCall (for syncing calls, texts, and voicemails into the CRM). They also extended email tracking to Deals and Custom Objects, letting teams configure multiple email tabs per record to organize conversations by company domain or linked contacts.
Freshworks AI Agent, Freddy, Allows for Select Support
Admins in Freshworks, an AI agent for IT service management, can now enable Freddy AI Agent on selected support portals for a targeted set of requesters. This allows teams to evaluate real usage, gather insights, and confidently expand the rollout before enabling it organization-wide.
Notion AI Notes on Mobile
Notion released access to AI Notes from mobile devices. Everything your Notion Agent can do on your desktop or laptop can now be done on your phone.
They also released access to Claude Opus 4.5, Gemini 3 Pro, and ChatGPT 5.2.
Dixa tracks orders directly in the product
Dixa now integrates with Ingrid Tracking, adding an inline Delivery Experience Platform. This means tracking information is directly in the conversation sidebar, reducing the need to switch between platforms.
→ Build Support systems that scale
If you’re a Support Leader who knows your team needs better systems but you’re too buried in the queue to build them, take a look at this.
You’re hitting your numbers, but it’s costing you nights, weekends, and your best people burning out.
You can see the problems like manual escalations, outdated articles, and AI that’s causing a new layer of confusion, but there’s no time to fix them.
I’ve been there.
I inherited 10,000 unanswered conversations and turned it into 98% CSAT before Adobe acquired us for $1.3 billion.
Rush to Resolution helps Support Leaders build the systems that scale so YOU’RE not the system anymore.
Schedule a call and let’s connect. →
