Announcement: Update to the End session feature for messaging conversations

Announced on | Rollout on
March 26, 2026 | March 24, 2026

Zendesk is pleased to announce an enhancement to the End session capability for messaging. Now, when an agent ends a messaging session manually, Zendesk will capture and display that agent’s name in the ticket event log.

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Previously, when an agent manually ended a messaging session, the session-end event was recorded without a system-captured identifier for who performed the action – it simply noted that the session was ended by an agent. This made it difficult for admins and QA teams to audit and investigate agents’ session-end behavior.

With this update, Zendesk will:

Capture the name of the agent at the moment they end a messaging session.

Show the agent’s name in the ticket event log for the session-end event.

Why is Zendesk making this change?

Some organizations need a dependable way to understand who ended a messaging session to support:

Accountability and quality assurance

Faster investigation of protocol violations

Better visibility for identifying patterns of abnormal session-ending behavior

This change provides visibility using system-generated logging, rather than relying on manual or macro-based workarounds.

What do I need to do?

No action is required. After the change is deployed to your account, you will see the agent’s name in the event log.

If you have feedback or questions related to this announcement or if you need general assistance with your Zendesk products, contact Zendesk Customer Support.