How much notice will Zendesk give for deprecations? Follow

We want to make sure we give everyone ample notice of deprecation of any feature or functionality. We understand, as consumers of Software as a Service ourselves, just how disruptive change can be.

At a very minimum, you will have 270 days from the day we announce a deprecation before the feature or functionality is removed from Zendesk.

Milestones

As explained in "How will Zendesk communicate deprecation?", there are many types of communication we'll employ to make sure everyone is informed about upcomong deprecations.

All of that communication is organized around key milestones. For the purpose of our deprecation policy, a "milestone" is defined as a significant deprecation event leading up to the feature's end-of-life date.

Announcement milestone

The first milestone for a feature deprecation is the announcement. At this point a notice will be placed into the Announcement section of the Help Center, as well as a dedicated article placed into our Feature and functionality deprecation section.

Other announcement mechanisms will be employed, such as an alert in your account or within the feature itself.  Check out "How will Zendesk communicate deprecation?" for a deep-dive on the different communications Zendesk may produce for deprecation.

From the date the announcement is posted, there will be at least 90 days before Zendesk moves on to the next milestone.

It should also be noted that once an announcement has been made no further improvements or new functionality will be added to the deprecated feature.

End of development milestone

When end of development has been reached, there will be no real noticeable change to the feature or functionality being deprecated. However, it is at this point that Zendesk will:

  1. No longer resolve most bugs or cosmetic issues
  2. Still resolve major breakage in functionality
  3. Still keep documentation accessible
  4. Limit support to issues related to the feature's end-of-life and/or migration to its successor functionality (when available). 

Communication at this point will change to make it clear that the development and support of the feature is limited.

From the date of the end of development milestone, there are at least 180 days before Zendesk moves on to the next milestone.

End of life milestone

The final milestone is the end-of-life date itself.  It is at this point Zendesk will begin removing the feature or functionality. Depending on the specific item being deprecated, this may result in the feature or functionality being removed entirely, or your account automatically migrated over to the new successor functionality.

 

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