How will Zendesk communicate deprecation? Follow

Feature Deprecation is not a process that should go by customers unnoticed. Zendesk understands that we have a duty to actively inform our customers and ensure that a proper upgrade process is in place before we begin to remove features and functionality. Because of this concern, Zendesk will actively notify our customers through the channels listed below.

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Knowledge Base documentation

Every feature that is being deprecated will be announced in the Announcements Forum with a single dedicated post. We will include the general announcement, important milestone dates in the removal of the feature, what each phase of the deprecation will include and how it impacts you as the customer, and finally how our customers can upgrade to a new feature will updated functionality.

The announcement posts won't be the only thing we put in our Knowledge Base, however. We will maintain a single deprecation article that will list all feature currently being deprecated as well as the features we deprecated in the past. This article will also link to documentation resources for each feature, with step by step instructions for moving over to our newest features as well as best practice suggestions for using the new feature to its fullest extent.

Messaging in Zendesk

As soon as a feature has been market for end of life and publicly announced, your Zendesk instance will reflect this in two ways:

  • In Product Message: An alert will be shown to all admins on any accounts that will be affected by the end of life. It may be difficult to determine exactly who will be affected, in which case erring on the side of caution by hitting anyone that may be affected is encouraged
  • System Alerts: Small yellow warning bar alerts will be displayed within any product that has an end of life date. This alert will be permanent and not removed. It will be displayed to both agents and admins (but never end-users). It will link to the documentation explaining the end of life process.

Email communication

Not all customers that need to be informed of a feature end of life will be in Zendesk, so they run the risk of missing both in-product messages and notifications in our forums.

Here are the two ways that we'll attempt to reach out to customers through Email.

  • Transactional emails: Transactional emails are email communication sent out by Zendesk to all owners and administrators listed in Zendesk. These emails are reserved for important communication like breaking changes in Zendesk or other announcements that need immediate attention. An example of this would be when we send out notifications of breaking API changes with a custom themed email. We’ll keep emailing customers up until the end of life date unless the action to switch to the new feature has taken place. The content of these emails will include similar information as, and link to, the main End of Life article.
  • Newsletter Communication: In order to reach an even wider audience and make sure that customers know we are deprecating a feature, we will dedicate some room in the monthly newsletters to End of Life announcements. Getting into newsletters allows us to ensure we’re saturating every communication channel we can with the message that an End Of Life is going to affect you. More than that, it’s also another place we can offer customers help - links to relevant documentation or guides to switching will be included.

Person to person communication

Finally, we do understand that some of our customers have a very large instance of Zendesk, and switching to a new process isn't a one person job. For any account that has an assigned Account Manager or Success Manager, you may receive a personalized communication from your account team in addition to the email and in-product notifications.  This personalized communication may include emails with specific instructions from a trusted source, a phone call to help scope your upgrade process, or a custom engagement with our services team to ensure that all of your essential processes are preserved when you make the switch.

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