Zendesk now supports XChat for the X (formerly Twitter) channel

Announced on | Rollout on
April 22, 2026 | April 22, 2026

X (formerly Twitter) is migrating direct messages (DMs) to XChat, which uses encryption. This update helps ensure Zendesk customers can continue to receive and respond to private messages in Zendesk as X users move to the encrypted XChat experience—preventing missed inbound messages and ensuring DM-based tickets continue to be created and updated as expected.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Zendesk’s X channel now includes an opt-in setting to use XChat for direct messages.

When XChat is enabled in Zendesk:

Incoming encrypted XChat DMs can be captured as tickets (text messages only in this phase).

Agents can reply to encrypted DMs from within Zendesk.

Admins must enter and confirm an XChat PIN to complete setup.

There is no immediate disruption to service for accounts still using legacy DMs. However, accounts interacting with users who have migrated to XChat may not receive DMs unless XChat is enabled.

Why is Zendesk making this change?

X is replacing the legacy direct message system with XChat. Because XChat DMs are encrypted, integrations must handle encryption and decryption to continue processing these messages. This update allows Zendesk customers to maintain reliable private messaging support through the X channel as the platform transitions.

What do I need to do?

If you use the Zendesk X channel for direct messages, enable XChat to continue receiving DMs from users who have migrated to encrypted chat. For more information, see Supporting XChat (encrypted direct messages).

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.