| Announced on | Rollout starts | Rollout ends |
| September 26, 2024 | September 26, 2024 | October 7, 2024 |
Zendesk is pleased to announce a new option for agents to conclude messaging conversations – the End session button – and a related trigger condition.
This announcement includes the following topics:
What's changing?
With this update:
- Agents can end messaging conversations in the Agent Workspace by using the End session button.
- Admins can set up Support triggers to collect CSAT feedback using the aforementioned trigger condition, which assesses why a messaging session ended.
- When an agent ends a session, subsequent messages from the customer will start a new messaging conversation and create a new ticket.
Why is Zendesk making this change?
This feature addresses the critical issue of unwanted conversation re-openings by:
- Letting agents promptly end messaging conversations when no further communication is needed, which can be used for both short and long resolution timelines.
- Providing a seamless follow-up process for live conversations that move from messaging to email, improving ticket management.
- Enhancing the CSAT experience by allowing you to capture, for the first time, customer feedback directly in a messaging conversation. See Using the customizable CSAT experience for more information on this feature.
What do I need to do?
The End session capability is supported on both web and mobile messaging channels. It is only available on accounts that have activated messaging and are using the improved messaging backend. We are in the process of migrating all customers to the improved messaging backend. If your account hasn't been migrated yet, it will be in the coming weeks.
Learn more about this feature:
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.