Removal of Community v1 from Zendesk Help Center Follow

Announced onDevelopment endsEnd of life 
July 6, 2016 October 4, 2016 February 1, 2017  

Community v1 is being removed from Zendesk Help Center. We will discontinue development on October 4th, 2016 and you will be automatically upgraded to the new version of Community beginning February 1st, 2017.

If you are currently using the Community v1, you need to upgrade to new Community.

What does this mean?

Between the announcement and end of development, Zendesk will not make any feature enhancements to Community v1, but will continue to make minor bug and security fixes at our discretion.

When development ends on October 4th, 2016, Zendesk will no longer address bugs and minor issues specific to Community v1. We will continue to resolve any major breakage in functionality until the end of life date.

On October 4th, 2016, Zendesk will no longer provide support for Community v1. We will continue to support efforts to migrate from Community v1 to the new version of Community.

After February 1st 2017 you will be automatically upgraded to the new Community if you are still using Community v1. The upgrade changes the HTML structure of your Community, but does not alter your global CSS. It’s therefore important for you to upgrade to new Community before February 1st 2017 to make sure it looks and behaves as expected in your custom theme.

Why is Zendesk upgrading this?

new version of Community was released in November 2015 as a replacement for Community v1. The new Community is a significantly improved product, including more content types, better discussion tools, deflection, and escalation.

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 developing and 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 Community v1 on a customized Help Center, you are affected.

What do I need to do?

You need to upgrade to the new Community before February 1st, 2017. For more information, see Upgrading to the New Help Center Community.

Frequently asked questions

How do I upgrade?

Follow the steps in Upgrading to the New Help Center Community

How do I know if I am using Community v1?

If you see a message at the top of your Help Center letting you know that new Community features are available, and clicking “learn more” leads you to this screen, you have not yet upgraded your Community.

What is better about the new Community?

There are lots of new features in new Community.

  • Customize your Community. You now have access to Community templates giving you the full flexible theming options as the rest of Help Center.  
  • Format posts and comments. Format headings (posts only), add bold and italics, insert unordered or ordered lists, add images, and link text.
  • Follow new posts or new posts and comments. Opt to receive email notification for every new posts or for each new post and any comments on the post.
  • Set status on a post and filter by status (Planned, Not planned, Completed, Answered).
  • Sort posts with more options (Post creation date, Recent activity, Number of votes, Number of comments)
  • Close a post for comments. Disable commenting on individual posts.
  • Pin a post to the top of a section. Pinned posts appear on top no matter the sorting chosen.
  • Create a ticket from a post or comment.
  • Sort comments by date or number of votes. Find the most voted or most recent comment.
  • Show similar posts when creating a new post.
  • Feature a post. In a component that can be placed anywhere in your theme.

To learn more about all the Help Center Community features, see Managing Community discussion topics and Managing Community posts.

With the new Community you now have even more ways to style and build a great community. You can use templates that are powered by the enhanced theming framework, which also powers the rest of Help Center.

Is there an API? Yes!

With the new Community you can use an API to create posts, update votes, or see who is subscribed to posts. Find all the details here:

https://developer.zendesk.com/rest_api/docs/help_center/topics

https://developer.zendesk.com/rest_api/docs/help_center/posts

https://developer.zendesk.com/rest_api/docs/help_center/post_comments

https://developer.zendesk.com/rest_api/docs/help_center/subscriptions

https://developer.zendesk.com/rest_api/docs/help_center/votes

https://developer.zendesk.com/rest_api/docs/help_center/access_policies

Is there feature parity between Community v1 and the new Community?

The following Community v1 features are not available in the new Community:  

  • Mark an answer as "Accepted" and "Open questions"

An answer can no longer be marked as answered by end-users. Instead agents can mark a post as Answered.

The original purpose of this feature was for agents or highly engaged end-users to find the questions that hadn't been answered. Our research found that it was very rarely used. Most communities had a long list of unanswered questions, even though they had received an answer. We also found that marking an answer as accepted, was mostly done by an agent and not the end-user asking the question.

  • "Recommended", "Trending" and "Related" questions

It is no longer possible to filter posts by Recommended or Trending. The use case this feature was trying to support (showing interesting content) is something we will continue to look at. The implementation didn't provide users with posts that really were recommended or trending. The same applies to related questions, which you could view when reading a question.

Is the New Community available to all plans?

The new Community is available on Professional and Enterprise. The new Community is not available on Team and Essential.

If you joined Zendesk on or after November 11th, 2015, the new Community is available on Professional and Enterprise. You need to upgrade to the new Community if you are on one of these plans and are currently using Community v1. 

If you joined Zendesk before to November 11th, 2015, the new Community is available on Regular, Plus, and Enterprise. You need to upgrade to the new Community if you are on one of these plans and are currently using Community v1. 

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

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

 

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