Announcing the ability to add tags to conversation inactivity reminders

Announced on | Rollout starts | Rollout ends
October 30, 2025 | October 30, 2025 | October 30, 2025

You can now add tags to messaging inactivity reminders. This update makes it easier to identify and track tickets where reminders were sent and to build downstream processes that connect messaging reminders with other business workflows.

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We’ve enhanced messaging conversation inactivity reminders to allow you to add tags to conversation tickets. These tags are fully-customizable – you can change them, add multiple tags, or delete them to prevent ticket tagging.

Why is Zendesk making this change?

As an admin, the ability to have reminders automatically tagged lets you:

Build additional downstream workflows: With reminder tags, admins can create other workflows, such as sending targeted email reminders as conversation reminders are sent to the end user.

Use enhanced reporting and insights: Tags on reminder events allow for customer inactivity tracking and analysis in Explore.

What do I need to do?

This feature is now available on all eligible accounts. Going forward, new users will have default tags included in their inactivity settings. Accounts created before this release will need to add their own tags. No other action is required. See Sending conversation inactivity reminders to end users for more information.

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.