Announcing the removal of inactive X (formerly Twitter) handles

Announced on | Rollout starts | Rollout ends
May 29, 2025 | May 29, 2025 | June 6, 2025

Zendesk is announcing an enhancement to the X channels integration that will automatically remove inactive X (formerly Twitter) handles. This update is designed to reduce system clutter, optimize performance, and manage rising costs associated with X’s new pricing model.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

Who is impacted?

What do I need to do?

What's changing?

Starting May 29, 2025, any X handle connected to Zendesk that has not received traffic in the past 20 days will be automatically disconnected. This process is fully automatic and requires no action from you.

The following events are considered traffic:

An X comment or post on a public channel that creates a ticket.

A direct message (DM) sent via our legacy DM system through the Channels integration.

Why is Zendesk making this change?

System cleanup & performance optimization
Thousands of inactive X handles are currently connected to Zendesk, leading to clutter and inefficiencies. This update ensures a cleaner and more manageable environment.

Cost management due to X pricing changes
Recent pricing changes from X have significantly increased the cost of maintaining inactive handles. Proactively removing these helps avoid passing additional costs on to customers.

Better resource allocation
By focusing on active accounts, Zendesk can improve performance and reliability for the integrations that matter most.

Who is impacted?

This change affects Zendesk customers with connected X handles that have not received traffic within the past 20 days.

What do I need to do?

No action is required unless you want to reauthorize a handle that was removed.

To reauthorize your X (formerly Twitter) account:

In the Admin Center, click Channels in the sidebar, then select Messaging and social > X Corp accounts.

See Setting up your X (formerly Twitter) channel for more information.

If you have feedback or questions about 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.