Announcing user presence detection for messaging

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td><strong>Rollout starts</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>Rollout ends</strong></td>
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<td style="height: 22px; width: 33.3333%;">June 2, 2026</td>
<td>June 2, 2026</td>
<td style="height: 22px; width: 33.3333%;">June 9, 2026</td>
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</table></figure><p>We are excited to introduce user presence detection for messaging,  to identify whether end users are still on your website or mobile app, or if they have abandoned the conversation by closing the website or mobile app. </p><p>User presence will help businesses: </p><ul>
<li data-list-item-id="e657511bb1f8a2d03bdaf95f62678a1ba">Improve customer experience by prioritize conversations where the end users are still on the website, waiting for a response over older, abandoned conversations</li>
<li data-list-item-id="e50233dfec4a0de69786a2850d2846b07">Reduce agents’ handle time by releasing capacity when conversations are abandoned by the end user</li>
</ul><p>This article includes these sections:</p><ul>
<li data-list-item-id="e6cd2a5603fba189b82905b25d85bc546"><a href="#h_01K39FKN2ZKQS92V5424YQV505">What is changing?</a></li>
<li data-list-item-id="e05d2de514b1f6f21f07f476fc1f5de79"><a href="#h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</a></li>
<li data-list-item-id="ec6d85c8a819b4094973da9673a200ec1"><a href="#h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</a></li>
</ul><h2 id="h_01K39FKN2ZKQS92V5424YQV505">What is changing?</h2><p>The feature, when enabled, will use user<strong> </strong>presence signals on website or mobile SDK to determine messaging session state. The messaging session state will change to inactive when the user closes the website or mobile app. </p><p>Depending on your setup, it will impact queue and capacity management. Refer to the article for more details. </p><p>Additionally, we are adding flexibility for how accounts handle the abandoned conversations - they can be automatically closed or followed up via email. Refer to the recipes here.</p><h2 id="h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</h2><p>Previously, agents would lose productivity to abandoned conversations because we haven’t been able to accurately detect when a user abandons a session. When these abandoned tickets stay in the queue, they take up agent capacity and delay support for customers who are still waiting for assistance.</p><h2 id="h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</h2><p>See <a href="https://support.zendesk.com/hc/en-us/articles/10440912714266" target="_blank" rel="noopener noreferrer"><span class="wysiwyg-underline">Turning on end-user presence detection for messaging</span></a> and <a href="https://support.zendesk.com/hc/en-us/articles/10856494085658" target="_blank" rel="noopener noreferrer">Recipes: Using ticket triggers to manage abandoned conversations</a> for more information on enabling and using this feature.</p><p>If you have feedback or questions related to this announcement, visit our<a href="https://community.zendesk.com/ideas" target="_blank" rel="noopener noreferrer"> <span class="wysiwyg-underline">community forum</span></a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact<a href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank" rel="noopener noreferrer"> <span class="wysiwyg-underline">Zendesk Customer Support</span></a>.<br><br> </p>