February 12, 2019
July 30, 2019
October 14, 2019
This article covers the following topics:
- What does this mean?
- Why is Zendesk removing this?
- Am I affected?
- What do I need to do?
- What happens if I don’t migrate before the removal date?
- Frequently asked questions
- Who should I contact if I need help or have questions?
- Extension requests
What does this mean?
After October 14, 2019, any apps installed in Zendesk Support that were built using version 1 of the Zendesk Apps framework (ZAF v1) will no longer function.
Between the announcement and the end-of-support dates, Zendesk will not make any feature enhancements to the Zendesk Apps framework v1, but will continue to make major bug and security fixes at our discretion.
When support ends, Zendesk will no longer address bugs and minor issues specific to the Zendesk Apps framework v1. We will continue to resolve any major breakage/security issues in the framework until the removal date.
After the removal date, any installed apps that are targeting ZAF v1 will no longer function.
Why is Zendesk removing this?
In August 2017, Zendesk announced it would begin sunsetting the Zendesk Apps framework v1 for Zendesk Support.
For Zendesk to continue to innovate and bring exciting new features to our customers using Zendesk Support, we need to remove older technologies and frameworks from the product. Doing so will allow Zendesk to add new features easily and better support our customers’ existing workflows.
With the Zendesk Apps framework v2, developers get the ability to use the tools and frameworks they already know and love to build apps faster - all in a more secure development environment. And support agents get a richer, more modern custom app experience which helps boost productivity and deliver an overall better customer experience.
Am I affected?
Admins can check the framework version of their apps by going to Admin ( )> Apps > Manage. On this page, you may see a tab v1 apps with a warning next to it. This means your account has v1 apps installed and you are affected:
Click on the V1 apps tab to see which of your installed apps require attention.
What do I need to do?
First, check to see if you have any framework v1 apps installed in your account using the steps above.
Next, check if these apps are private or public.
Yes, I have private v1 apps
These apps will need to be migrated to v2. Be sure to check out our developer migration guide.
If the app wasn’t developed by your company, you can reach out to the original developer. To see developer information for an app, click the gear icon on the app and select Change settings. The developer’s contact information will be displayed.
Yes, I have public v1 apps
Check our public app migration list to see if your public app is planned to be migrated. If the developer does not plan to migrate their app, we suggest some alternatives that you could investigate moving to.
What happens if I don’t migrate before the removal date?
On the removal date, any app built using the Zendesk Apps framework v1 will be replaced with a placeholder that shows the app is no longer available and needs to be uninstalled by an administrator.
The app will not be automatically removed from your account and no associated data will be removed. App data will only be removed when the app is deleted by an administrator.
Frequently asked questions
How do I tell if an app on the Marketplace is using the v1 framework?
All apps currently available on the Zendesk Marketplace are using the latest framework or have migration plans, and can be safely installed. If you have a legacy app that’s no longer listed in the Marketplace, you should be able to use the above steps to identify if the app was built using v1 of the framework.
I installed an app from the Marketplace but it still appears as a v1 app in my account. Will this app still work?
Check this page to see the plan for your app. For any further questions, please reach out to the app developer directly.
What if I have an app developed by Zendesk that still appears as a v1 app in my account?
What advantages does version 2 of the Zendesk Apps framework offer over v1?
There is a blog post that highlights why you should migrate your apps from v1 to v2 but the main advantages are:
- A more secure environment by taking advantage of modern browsers’ cross-domain security and sandboxing features
- Easier to use technologies developers are familiar with
- Displays apps within iframes, meaning developers can build them using their favorite client-side or server-side technologies
- Provides consistent framework APIs across supported Zendesk products
Who should I contact if I need help or have questions?
Please contact firstname.lastname@example.org with any additional questions.
For extra assistance with migration, please speak to your account team about our professional services.
We’ve heard some accounts may need more time so we are proactively offering extensions to ZAF v1 until midnight UTC, February 7th 2020. For any account that would like an extension, please fill out this form before October 12th noon (PT) to ensure your extension is processed and you experience no app disruption. This one form will allow for an extension of ZAF V1 which includes Public Apps, Private Apps and Zendesk created apps and features like Pathfinder and conditional fields.
Timeline of events
12 February 2019 - Announcement
Announcement goes out about removal of framework v1
30 July 2019 - End of support for v1
Framework v1 will no longer be supported; bugs and issues will no longer be fixed
14 October 2019 - Framework v1 is removed
Framework v1 is removed from Zendesk Support. v1 apps cease functioning. Existing installed v1 apps are replaced with a placeholder app indicating the admin should uninstall the app.