Messaging: By default, the conversation ends 2 hours after the first message in the conversation, though this can be increased up to 72 hours.
ZendeskPublished by the organization itself (post), no named author
Post: Zendesk help center (the company's own documentation), Zendesk help center (the company's own documentation), October 20, 2026.
Zendesk sells AI or agent tooling, so it has a reason to publish flattering numbers about AI. The passage stays in the archive; read it with that in mind.
Checked against the source by a first reader, then confirmed independently by a second reader who fetched the source without seeing the first reader's notes (Independent review agent (Claude Sonnet 5.5), blind second pass from passage text and citation only, no repository access, 2026-10-30).
Live Zendesk help article, in the list of when a conversation ends. The text is 'Messaging : By default, the conversation ends 2 hours after the first message in the conversation, though this can be increased up to 72 hours.' The space before the colon comes from the bold label's tag stripping, which is whitespace normalization, not a dispute.
Zendesk, “Zendesk help center (the company's own documentation)”, Zendesk help center (the company's own documentation), 2026-10-20. https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers Archived at https://the-ai-record.com/passages/zendesk-messaging-default-conversation-ends-2-hours-after-2026
Conversations that don’t pass this verification are considered a Contained resolution.
ZendeskPublished by the organization itself (post), no named author
Post: Zendesk help center (the company's own documentation), Zendesk help center (the company's own documentation), October 20, 2026.
Conversations that pass this verification are considered a Verified resolution.
ZendeskPublished by the organization itself (post), no named author
Post: Zendesk help center (the company's own documentation), Zendesk help center (the company's own documentation), October 20, 2026.
Paying per automated resolution means you pay only for customer requests that were successfully resolved by an AI agent, without any escalation to a human agent.
ZendeskPublished by the organization itself (post), no named author
Post: Zendesk help center (the company's own documentation), Zendesk help center (the company's own documentation), October 20, 2026.
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