|August, 2019||October 14, 2019|
This article contains the following topics:
- What is the Pathfinder app?
- What does this mean?
- 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?
- Extension requests
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.
What does this mean?
Zendesk will be removing apps created on the Apps Framework version 1 (ZAF v1) effective October 14, 2019. As part of this removal, the Pathfinder app will not function after October 14, 2019. Specifically, Pathfinder will not be migrated to ZAF v2 and we will not build an alternative app in the foreseeable future.
In the meantime, if your Zendesk account has Answer Bot, you will still be able to see which articles customers have been presented with via 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 careful analysis of customer impact and review of development resources and priorities, we’ve decided that our team will not migrate Pathfinder to the 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 on October 14, 2019, 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.
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.