Announcing inactive messaging conversation reminders for end users

Announced on | Rollout on
May 20, 2025 | May 19, 2025

Zendesk is pleased to announce the release of inactive messaging conversation reminders, an addition to the capacity release setting in messaging.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We are adding automatic reminders to the capacity release feature in messaging, which lets you  send up to three nudges to end users, encouraging them to respond to the inactive conversation, and resolves the ticket if no response is received.

Why is Zendesk making this change?

When an agent is engaged in a conversation with an end user, there are instances where the end user may leave without confirming that the issue has been resolved. This lack of clear communication can leave the agent uncertain about whether the issue is resolved, negatively impacting customer service efficiency.

This can lead to several challenges:

Extended resolution time: Agents may waste time following up with users to reach a resolution, resulting in unresolved tickets and negatively affecting average resolution times.

Longer wait times: Accumulated unresolved tickets increase wait times for customers, prolonging their wait for assistance and contributing to a frustrating experience.

Operational inefficiency: Uncertainty about conversation statuses can lead to inefficient resource use, with some agents waiting for end-user responses while others are busy with active interactions.

What do I need to do?

Accounts created after May 19, 2025, have inactivity reminders turned on by default. Existing accounts will need to turn on and configure agent capacity settings to use the feature. See Automatically releasing agent capacity for inactive messaging conversations for more information.