|August, 2019||October 14, 2019|
The Magento 1 (M1) app provides an integration between Zendesk Support ticket data and Magento e-commerce data. If you are currently using the M1 app, Built-By-Zendesk, please read the information below.
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 didn't migrate before the removal date?
- Frequently asked questions
- Who should I contact if I need help or have questions?
What does this mean?
Zendesk will be removing apps created on the Apps Framework version 1 (ZAF v1) effective October 14, 2019. This includes the the Magento 1 (M1) app owned by Zendesk, which will not be migrated to ZAF v2.
Why is Zendesk removing this?
Due to Magento Commerce 1 sunsetting June 2020 (being led by Magento, an Adobe company), Zendesk has decided not to migrate the M1 app to ZAF v2.
Am I affected?
Admins can check the apps framework version in Zendesk Support by going to Admin > Apps > Manage. On this page, you may see a v1 apps tab with a warning next to it. If you see the Magento 1 app installed then you need to review your options.
What do I need to do?
You will need to consider choosing an alternative solution to the M1 app as described below.
Magento 1 app alternative
Zendesk has partnered with a third party agency, Particular., to offer a M1 app built on the ZAF v2 framework. They will be taking over full ownership of the new M1 app.
The new M1 app will have feature parity with the existing M1 app to view Order History and Order Details, and will continue to be available for free.
Migrate to Magento 2
Magento encourages merchants to migrate to Magento Commerce 2 (M2). To get started, please find more information provided by Magento below:
The Zendesk Marketplace currently has a few M2 integrations which are compatible with ZAF v2.
What happens if I don’t migrate before the removal date?
On the October 14, 2019, the M1 app 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.
We strongly encourage that you plan ahead to ensure you have migrated or removed the old M1 app before October 14, 2019. This is to minimize any disruptions for your agents and customer support strategy.
Frequently asked questions
Where can I find more information on the new third party app?
The new Particular. agnoStack™ Omni-Channel Commerce Plugin provides seamless, commerce-platform agnostic, customer support for orders across all channels. The app should provide a continuous solution for your current M1 needs as well a long term option for future platform needs. If you have additional questions regarding the new solution, you can contact Particular. at email@example.com.
When will the new M1 app be available for public installation?
The M1 app by Particular. is available on the Zendesk Marketplace.
Is there feature parity between the old M1 app and the new M1 app?
Yes, the new M1 app will have feature parity with the existing M1 app to view Order History and Order Details and will continue to be available for free. There will be an option to upgrade to a paid version with additional exciting features to improve agent efficiency available for a nominal monthly fee.
Who should I contact if I need help or have questions?
- For questions on ZAF v1 end of support, please contact firstname.lastname@example.org.
- For questions on the new M1 app or the pilot program, please contact email@example.com.
- For troubleshooting the new M1 app, see Troubleshooting your Magento 1 Extension setup.
- For questions on Magento 2, please reach out to your Magento Success Manager.