Announcing the ability to end messaging sessions when releasing agent capacity

Announced on | Rollout starts | Rollout ends
July 22, 2025 | July 22, 2025 | July 22, 2025

Zendesk is happy to announce that we’ve added a setting to end active messaging sessions to our capacity release configuration.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

This feature allows customers to automatically end sessions, ensuring conversations are not reopened unnecessarily.

The expanded options for terminal status (On-hold, Pending, or No-change) provide greater flexibility, enabling customers to tailor workflows according to their unique business needs.

Why is Zendesk making this change?

This enhancement ensures sessions are closed and not inadvertently reopened after the related conversation becomes inactive. Additionally, you now have the flexibility to set the terminal ticket status to On-hold, Pending, or leave it unchanged, instead of being limited to only marking as Solved earlier.

What do I need to do?

This feature is automatically available to all Zendesk messaging users, and does not require activation. For information on using this feature, see the following help center articles:

Automatically releasing agent capacity for inactive messaging conversations

Sending conversation inactivity reminders to end users

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.