Removal of Feedback Tab from Zendesk Follow

Announced on Development ends Removal  
November 30, 2015 August 1, 2016 November 1, 2016  
Zendesk Feedback tab reached its End of Life date on November 1, 2016. You will no longer be able to access this deprecated feature. If you haven't already done so, you can enable Web Widget.

The Feedback Tab is being removed from Zendesk. We will discontinue development on August 1, 2016, and you will no longer be able to access any of your Feedback Tabs beginning on November 1, 2016.

If you are currently using the Feedback Tab, you need to migrate to the Web Widget.

Need help migrating from Feedback Tab? Watch the recorded webinar to help you make the move from Classic agent interface, Web Portal, or Feedback tab. Watch now.

This article covers the following topics:

What does this mean?

Between the announcement and end of development, Zendesk will not make any feature enhancements to the Feedback Tab, but will continue to make minor bug and security fixes at our discretion.

When development ends on August 1, 2016, Zendesk will no longer address bugs and minor issues specific to Feedback Tab. We will continue to resolve any major breakage in functionality until the end of life date.

On August 1, 2016, Zendesk will no longer provide support for Feedback Tab. We will continue to support efforts to migrate from Feedback Tab to Web Widget. 

After removal on November 1, 2016, you and your end-users will no longer be able to access any of your Feedback Tabs. You should migrate to Web Widget before this date.

Why is Zendesk removing this?

A replacement for Feedback Tab, called Web Widget, was released in December 2014. Web Widget is a new way to embed Zendesk support options, including ticketing, self-service, and chat, in your website or Help Center

Maintaining an older version of a feature or product when a new version is available limits our ability to ensure a valuable experience with the new functionality and takes time away from supporting the new functionality.

For more details, see the Zendesk end of life policy, How much notice will Zendesk give for feature deprecations.

Am I affected?

If you are currently using Feedback Tab on your Help Center or any website, you are affected.

What do I need to do?

You need to remove the Feedback Tab from your Help Center and any websites, then enable Web Widget and add it to your Help Center and websites.    

You need to migrate to Web Widget before November 1st, 2016. For more information, see Migrating from Feedback Tab to Web Widget.

Frequently asked questions

How do I migrate?

Follow the steps in Migrating from Feedback Tab to Web Widget

How do I find my Feedback Tabs?

Instructions for locating your Feedback Tabs are here.

What is better about Web Widget?

 Web Widget offers the following improvements over Feedback Tab: 

  • A much-improved experience on mobile web browsers
  • A simpler, more lightweight end user experience
  • Internationalization support out of the box (no need to create a separate Feedback Tab for different languages you want to support)
  • No need to touch the Web Widget code after it's on your website, do everything in the Web Widget admin in your Zendesk (unlike the Feedback Tab where making a change means updating JavaScript code)
  • The ability to add proactive chat (through Zopim) immediately, or in the future easily through the Web Widget admin page

Is there feature parity between Feedback Tab and Web Widget?

The following Feedback Tab features are not available in Web Widget: 

  • Support for more than two custom ticket fields
  • Ability for end-user to choose submit a ticket or chat.
  • CSS customization
  • Custom image
  • Customizable text
  • Customizable ticket tag
  • Support for Web portal and Zendesk Chat

Is the Web Widget available to all plans?

Yes, Web Widget is available to all plans. 

I'm a Zopim and Zendesk customer - can I use the Web Widget instead of the Zopim Chat widget?

Yes. The Web Widget offers Zopim Chat and Zendesk functionality from one place on your website. If you use Web Widget, you will need to remove the Zopim widget code from your website or Help Center and replace it with the Web Widget code.

Does the Web Widget support custom ticket fields?

Yes, you can include up to two custom fields (with the exception of regex and date custom ticket fields, which are not currently supported). Limiting the number of custom fields preserves the simplicity of the user experience, especially for mobile web browsers which have very limited screen real estate.

Does the Web Widget support dynamic content?

Yes, for the up to two custom ticket fields shown in the contact form.

The Web Widget will look at the preferred language specified in the end-user’s Accept-Language browser header and try to find a matching dynamic content translation (If the translation for the preferred language is unavailable, Web Widget will use the default for that dynamic content field).

If the setLocale Widget API method is used (to force the Web Widget display language) that will override browser header and a dynamic content translation will be displayed for that language (if available).

Can the Zendesk logo be removed or replaced from the widget?

On Enterprise only you can hide the Zendesk logo on Web Widget from the Web Widget admin page. You cannot replace the Zendesk logo, but you can hide it.

Can you change the position of the widget (to the left hand side of the screen)?

Yes, you can choose the left or right side of the page from the Web Widget admin page.

Can you customize any of the text of the widget?

You choose from some pre-set options for the Web Widget ('Help') and Contact Form button text but otherwise, you cannot customize the text of the Web Widget.

Can the widget be customized/styled with CSS?

No, you cannot use CSS to customize. 

Is the Web Widget available in Classic Zendesk?

No.

Does the Widget work with Web Portal?

No.

Can I use the widget with Zendesk Chat?

No. 

Does Web Widget work with other 3rd party chat solutions?

The Web Widget is integrated with Zopim Chat only.

Who should I contact if I need help or have questions? 

Please contact maketheswitch@zendesk.com with any additional questions. 

 

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