|August, 2019||October 14, 2019|
This article contains the following topics:
- What is the Pathfinder app?
- What does this mean?
- What are the alternatives to Pathfinder?
- Why is Zendesk removing this?
- Am I affected?
- What do I need to do?
- What happens if I don’t uninstall the app before the removal date?
- Related articles
What is the Pathfinder app?
We launched the Pathfinder app in March 2016 as part of our Productivity Pack add-on, available to customers on the Support Professional plan and included in the Support Enterprise plan.
The Pathfinder app allows agents to see which Help Center articles and community posts customers have viewed and searched for prior to submitting support requests.
The Pathfinder app was built using version 1 of the Zendesk Apps framework, which has been deprecated.
What does this mean?
Zendesk will remove apps created using the Apps framework version 1 (ZAF v1) effective October 14, 2019. (An extension was granted until February 7, 2020, to select customers who submitted an official request by October 12, 2019.) As part of this removal, the Pathfinder app will not function after the removal of ZAF v1. Also, the app will not be migrated to ZAF v2.
As a result, customers are:
(1) Requested to uninstall Pathfinder, and
(2) Offered the option of joining the Sunshine Guide Events app early access program (plan requirements apply), an app that's akin to the Pathfinder app.
What are the alternatives to Pathfinder?
While the Pathfinder app will not be migrated to ZAF v2, Zendesk offers customers the following alternative:
The Sunshine Guide Events app: We are pleased to share new app capabilities that display customer interactions with your Guide content -- including article views -- to agents who are viewing a ticket. This app is akin to the Pathfinder app, but more specific with regard to its initial inclusion of just specific Guide events and leverages different technologies. This app is available in Early Access (EAP) as part of the Sunshine Events & Profiles API EAP. Learn more.
Note: If your Zendesk account has Answer Bot, you can still see which articles have been presented to customers using Answer Bot in the ticket interface.
Why is Zendesk removing this?
For Zendesk to continue to innovate with new features, we need to occasionally remove older ones from our products. After carefully analyzing the customer impact and reviewing development resources and priorities, we’ve decided that our team will not migrate Pathfinder to ZAF v2.
Am I affected?
Admins can check if they have Pathfinder installed by going to Admin > Apps > Manage. On this page, you may see a V1 Apps tab 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, including the Pathfinder app.
What do I need to do?
Since Pathfinder is going away, you should uninstall it - not just disable it. To uninstall, go to Settings > Apps > Manage > Pathfinder > settings cog > Uninstall.
What happens if I don’t uninstall before the removal date?
If Pathfinder remains in your account after the removal date of ZAF V1, it will not be automatically removed but agents will see a placeholder informing them that the app no longer functions. An administrator will need to uninstall the app.
- v1 app removals, alternatives, and future plans
- Removal of legacy Salesforce integration managed package
- Understanding everywhere you can use Answer Bot
- Release Notes Through 2019-08-23
- Ask Us Anything about Explore Recipes - Tuesday, August 27