Understanding the removal of Classic UI Widgets

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9 Comments

  • Kevin Miodek
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    Hi Alex Prazma

    If there is no Widget tab under extensions, does that mean that we don't have any or should I check again later?

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  • Nick Freeland
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    Hi Kevin Miodek,

    If you don't see the Widgets tab that means your account has no active widgets, and so no action is needed.

    An announcement email will be sent out tomorrow to accounts that have active widgets.

    1
  • Caroline Kello
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    Update 5/28 21.17 PST: The fix has been rolled out to all accounts. Thank you for your patience.

    Update 5/28 17.26 PST: We found the issue and are working to fix it. When deleting your widgets you might get an error, but rest assured the widget is still being deleted on the backend.

    Hi everyone,

    We're seeing some error show up for people who are trying to delete their widgets. We're investigating and will be back with an update in a couple of hours. For now, if you could please hold off on deleting your widgets that would be much appreciated. 

    Thanks, Caroline

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  • Raymond Robinson
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    I don't have an extensions option under settings... any advice on how to find it? Thx!

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  • Nick Freeland
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    Update 2020-06-02 0500 UTC: Please see https://support.zendesk.com/hc/en-us/articles/360047350454/comments/360004848593

    Hi Raymond Robinson,

    Extensions should be visible to account owners, admins, and roles that have the "Can manage channels and extensions" permission.

    If your user account has one of those roles but still cannot see the Extensions link, please email support@zendesk.com so we can dig a bit deeper into why you're unable to see the link.

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  • Raymond Robinson
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    The account I'm using is the owner/admin account -- I'll reach out to support. Thx

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  • Nick Freeland
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    Raymond Robinson, I've looked into it further. The Extensions functionality is available for Team and higher plan levels. If your account is on the Essential plan, then Extensions will not be available to your account.

    I'll work with the team to get the plan level header updated at the top of the article to avoid confusion for others.

    Thanks for pointing this out!

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  • Raymond Robinson
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    Thanks Nick...I do have an essential plan.

    Great support!  Thanks!

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  • Nick Freeland
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    Hi everyone,

    In order to reduce confusion, the Widget tab can now be seen by all accounts, including those on the Essential plan.

    For all customers, including those on the Essential plan: The Widgets tab will be visible until this feature is completely removed.

    For customers on the Essential plan: You won't have to click through to Widgets tab because there's only Widgets shown in Extensions. You can still see that if there are any active widgets.
    Widgets can be active and in use for your account, even though the UI was previously hidden. See the screenshot below for what this will look like.

    If you have any general questions, please reply here. Otherwise if you require assistance related specifically to your account, please create a ticket so we can assist.

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