Announcement: Manage ticket surge using End Session as a ticket trigger action

Announced on | Rollout starts | Rollout ends
June 5, 2025 | June 5, 2025 | June 5, 2025

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 introducing a new Support ticket trigger action, Ticket > Messaging session | End Session, that lets you manage messaging ticket surge and offline messaging tickets by ending messaging sessions.

Why is Zendesk making this change?

Businesses often face surges in messaging traffic that can overwhelm support queues. Additionally, customers frequently reach out outside of business hours, requiring a different approach to communication. To address these challenges, we are introducing the End Session action as part of our Support ticket triggers. We've provided links below to recipes that use the End Session action in triggers to perform these tasks.

What do I need to do?

This capability is only available on accounts with messaging turned on and using the improved messaging backend. For information on using the End Session action in triggers, see the following recipes:

Recipe: Managing a surge in messaging traffic (messaging routing configuration)

Recipe: Managing a surge in messaging traffic (omnichannel routing configuration)

Recipe: Managing a surge in messaging traffic using custom queues

Recipe: Managing tickets created outside of business hours using End session as a ticket trigger action

Recipe: Reporting on messaging tickets with ended sessions