As part of our commitment to our customers and improving their overall experience using Zendesk, we will be providing an opportunity for our legacy Chat and Support customers to upgrade to an enhanced experience which will benefit both admins and agents. Legacy Zendesk Chat + Support accounts are defined as a Chat account originally created on zopim.com and integrated with Zendesk Support. To understand if your Zendesk account falls under the category of a “legacy Chat and Support”, please refer to this article, or contact your Zendesk account manager.
Why are we doing this?
Currently, there are certain Zendesk products and functionalities that are not easily available to our legacy Chat and Support customers to use. To enable our legacy customers to fully enjoy the value of our solutions, we will be upgrading their legacy accounts to a new, enhanced experience to enable them to take advantage of the latest Zendesk products and functionalities.
When is this happening?
Upgrades to the new experience will be carried out in phases starting in Q3, 2019. To take advantage of the new experience earlier, eligible and interested legacy Chat + Support customers can sign up here.
Benefits of upgrading to the new, enhanced experience
Seamlessly upgrade to the Zendesk Suite
The Zendesk Suite is our omnichannel customer support solution. Omnichannel customer support is a customer support strategy that brings multiple support channels together to create seamless customer service experiences for customers, agents, and admins. The Zendesk Suite combines our core products - Support, Guide, Chat and Talk- into one easy to use and cost-effective package.
Once on the new experience, our legacy customers will be able to seamlessly upgrade to the Zendesk Suite and benefit from the omnichannel strategy.
Unlock the power of custom reporting with Zendesk Explore
Zendesk Explore is our reporting tool, designed to help you analyze, understand, and share your business information. Explore provides powerful, built-in reports that help you to view and analyze key information about your customers and your support resources. When you need reports that are tailored to your unique needs, you can use the tools in Explore to build your own. Explore helps you to share and collaborate on reports containing your company information. Reports can be shared on a one-time, or recurring basis to anyone in your organization.
By migrating over to the new experience, legacy Chat + Support customers can unlock the power of using Zendesk Explore and make better business decisions.
Unified shopping cart experience
With the new experience, our legacy Chat + Support customers will easily be able to trial other Zendesk products and add them to their Zendesk account. This can include the Suite, Talk, Guide, Explore and more. All Zendesk products will live under the same subdomain, using the same account details. This means you and your teams would no longer have to sign in to two different accounts to access Support and Chat.
Unified account, security and staff settings across products with Admin Center
Previously, admins on our legacy Chat + Support accounts had to navigate to multiple user interfaces to manage settings for products like Support and Chat. Now, with the new experience, admins have a one-stop shop for managing all things Zendesk using Admin Center, including account ownership, security and authentication settings, billing and subscription settings , and more.
Access to new Zendesk features as they become available
Lastly, upgrading to the new experience enables you and your team to get access to all new Zendesk features in the future. As the Zendesk product family continues to grow, this will ensure that your support team can leverage the latest and greatest capabilities, and get the most value out of your Zendesk.
To take advantage of the new experience earlier, eligible and interested legacy Chat and Support customers can sign up here. Once we receive your interest, we’ll be following up with additional details.
Will my Zendesk account experience any disruption during the migration process?
Yes, there will be downtime during migration for the customer. The downtime will depend on the complexity of the account. For the majority of accounts, it will be within 1 to 4 hours window. But for some accounts with complex configuration and a large volume of data, it could take longer to migrate. We will try to accommodate the time of migration to have minimum impact on customers’ operations. We will provide more details as we communicate the date of migration to the customer.
Will it impact my Chat billing and support billing account?
Yes, currently you have two billing accounts: one for Chat and one for Support. During the upgrade, these billing accounts will be merged together to provide you a unified billing experience. We will provide more details as we communicate your date of migration.
What are some of the other limitations of this moving to the new experience?
If customers have third-party integrations such as Salesforce or JIRA, these integrations won’t be available for use in its original form. Customers can create their own apps or use 3rd party apps from the Marketplace to support these integrations. However, there are no plans to support such integrations in their current format.
Will all legacy accounts be moved over to this new experience?
Yes, we’re going to take a phased approach to migrate over legacy Chat and Support accounts to the new experience.