Currently, there are four versions of Zendesk Chat in use. Each version has slightly different processes for setting up and using Chat, so it is important to be aware of which version you have.
Use the links below to view lists of features and functionality found in each version.
Most customers are using one of the newer versions of Zendesk Chat. You are likely using one of these versions if you signed up for Chat after October, 2018, or if you have upgraded an older Chat account:
- Zendesk Chat Phase 3, a Chat + Support account, for Zendesk customers who later added a Chat account.
- Zendesk Chat Phase 4, which is either Standalone Chat (Chat-only) or Chat + Support.
Most of the documentation in this Help Center is written for customers using these newer versions of Chat. Where necessary, differences in features and procedures are noted.
Older Chat accounts may be using a Legacy version of Chat. You are likely using one of these versions if you signed up for Chat through the zopim.com website, or if you signed up for Chat before October, 2018:
- Legacy Zendesk Chat, a chat-only account.
- Legacy Zendesk Chat + Support, an integrated Chat-Support account.
Documentation specific to Legacy Chat accounts can be found in the Using Legacy Chat section of this Help Center.
You're on Zendesk Chat Phase 3 if...
- You sign in to your account at
zendesk.com. - Your dashboard URL is
subdomain.zendesk.com/chat. - Agents update their name, email, and password in Zendesk Support (accessed from the Chat dashboard via Settings > Personal >Profile tab, and clicking Edit Profile).
- On your Chat dashboard, you see the Zendesk Product Tray icon (
) in the top toolbar.
You're on Zendesk Chat Phase 4 if...
- You sign in to your account at
zendesk.com. - Your dashboard URL is
subdomain.zendesk.com/chat. - Agents update their name, email, and password in the Admin Center (accessed from the Chat dashboard via Settings > Personal >Profile tab, and clicking Edit Profile).
- On your Chat dashboard, you see the Zendesk Product Tray icon () in the top toolbar.
You are on Legacy Zendesk Chat if…
- Your Chat dashboard URL is
dashboard.zopim.com. - Agents update their name, email, and password directly in the Chat dashboard (accessed from Settings > Personal >Profile tab).
- When you open your dashboard and go to Settings > Account and click the Zendesk Support tab, you see an option to sign up for Zendesk Support.
- When you open your dashboard and go to Settings > Personal, you do not see a Zendesk Support tab.
You are on Legacy Zendesk Chat + Support if…
- You sign in to your account at
dashboard.zopim.comoraccount.zopim.com. - You sign in to your Zendesk Support account at
subdomain.zendesk.com. - Your Chat dashboard URL is
dashboard.zopim.com. - Agents update their name, email, and password directly in the Chat dashboard (accessed from Settings > Personal >Profile tab).
- When you open your dashboard and go to Settings > Account and click the Zendesk Support tab, you see a Support account listed, and Ticket Creation configuration options.
- When you open your dashboard and go to Settings > Personal, you see a Zendesk Support tab.
14 Comments
How can I progress my account to the next phase?
None of this worked for me. Very confusing. I'm brand new to zendesk chat, signed up, installed the wordpress plugin, got it working, but cannot login on the mobile app. I even had to register again to leave this comment.
Is it chat.zendesk.com or subdomain.zendesk.com/chat/ One knows me, the other doesn't and the android app accepts neither credentials. Frustrating.
I'm a developer - so not a technophobe - but this is a deal breaker. Moving on to your competitors. I recommend you unify your authentication channels - this page above is evidence of how much of a mess has been made.
Hey Brent,
Sorry to hear you're experiencing issues with logging into Chat on your mobile device :(
Are you only using Chat or have you signed up for Support as well? If you're in the Chat mobile app do you see the option to log in with Support? If so, can you try logging in from there and enter the subdomain you would have set up with your account as well as your newly created password?
If you continue to experience issues please let me know and we can get a ticket created on your behalf to investigate further.
Cheers!
Hi chimesupport,
I'm going to generate a ticket on your behalf so we can get some additional account information from you.
Cheers!
Hi,
I've trying so hard to contact your support team, seem I got no prompt answer at all. I want to change plan and adding more agent and effective immediately not to wait until my next billing due date.
Could anyone help pls?
Hello Chenda,
So you should be able to adjust your plan to fit your needs through your account management profile. I've linked an article that has detailed instructions on how to go about making these changes in your account.
Viewing and Changing Plan Subscriptions
If you need further help with this though, let us know, and we'll get one of our trained agents to assist you further.
Best regards,
Devan
Boa tarde,
Chamo-me Neuzinete e eu estava falando com paciente no chat e o sistema pediu para atualizar a pagina de vocês, depois disso não consigo entrar no chat do Zendesk e nem os pacientes conseguem acessar através do nosso site.
Gostaria de saber como devo proceder.
Att,
Bom dia, Neuzinete!
Criei um ticket para que possamos conversar mais sobre esse assunto. Por lá poderemos discutir sobre os detalhes desse problema e proceder com nossa investigação!
Atenciosamente,
Luiz CMS
Unable to use on my iphone, how to setup?
Hello Royal Touch London,
Could you share a little bit more info regarding the issue impacting you?
Best regards.
Is there an update on zopim legacy chat accounts being migrated to zendesk chat? zopim/zendesk chat is the only item on our tech stack that doesn't support sso. I believe the newer versions of zendesk chat don't require relogging in as long as you are logged into zendesk right?
Hi Israel,
Yes, the newer version of chat only requires one login for the whole product suite. You can request to have your legacy chat account migrated to the newer framework by contacting your account manager if you want to retain the existing chat account information (it's also possible to unlink legacy chat accounts from the support account they've been connected to if you want to start a new chat account instead). Check the link here for more information on the migration process: Upgrade your Legacy Chat + Support account to the enhanced experience
I hope that helps!
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