Understanding the removal of Classic UI Widgets

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30 Comments

  • Kevin Miodek

    Hi @...

    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

    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.

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  • Caroline Kello
    Zendesk Product Manager

    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

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

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  • Nick Freeland

    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

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

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  • Nick Freeland

    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

    Thanks Nick...I do have an essential plan.

    Great support!  Thanks!

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  • Nick Freeland

    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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  • James Massey

    This will probably get lost since this is an old post, but the only widget my setup is using is the Portal CSS widget. What exactly should I be using instead of this to ensure that my customers aren't seeing a wildly different support page in a month and change?

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  • Caroline Kello
    Zendesk Product Manager

    Hey James, I see you. Let me check and follow up with you on the purpose of the Portal CSS Widget; if you go to edit the widget is there more details in there?

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  • James Massey

    Yes, I do presently have all sorts of CSS scripting in the Content box when looking at the details for the CSS Widget.

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  • Caroline Kello
    Zendesk Product Manager

    My gut feel is that this is customising the legacy CSAT page (which used to be called Web Portal, hence the name Portal CSS widget), and since you're not using web portal anymore, removing this widget won't have any impact. I'm double checking this though and I'll get back to you next week (my counterpart is in Melbourne). 

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  • Caroline Kello
    Zendesk Product Manager

    Following up: my gut feel is correct, this CSS is for the Web Portal which you're no longer using. Deleting this should have no impact. Hope that helps! 

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  • James Massey

    It does help, thank you very much for looking into this!

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  • Angie Culp

    We have an active widget, but no idea what it does!  The highlighted links result in an "Oops" page.  Any ideas?  

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  • Caroline Kello
    Zendesk Product Manager

    Hey Angie, 

    I believe the reason the highlighted links result in an "Oops" page is because those pages don't exist, or doesn't support widgets anymore, which means the purpose of the widget is obsolete. If I recall correctly, Organization widget were displayed in the old ticket interface for agents, but that ticket interface has been replaced with what you see now, and organization information is already displayed there. You should be fine to delete the widget without any impact :) Hope that helps. 

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  • Angie Culp

    Thank you Caroline!  

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  • Linda Nguyen

    Hi Caroline Kello

    Two questions:

    1) What's the best way to extend the deadline for the removal of the widgets? We still need to identify how to these changes will impact our resource center and the areas within our product where we have embedded widgets. 

    2) We have a CSS widget and JS widget. From the looks of it's related to our resource center. If we are using a custom theme in the Guide Admin, do those settings override what's listed in the Extensions > Widget section? Or is it vice versa? 

    Thank you so much for your help. We really appreciate it. 

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  • Caroline Kello
    Zendesk Product Manager

    Hey Linda! Let me get a ticket going for us to have this conversation, it'll make it easier. You'll get a notification from me soon.

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  • Bill Murphy

    I just need to confirm that the Web Widget is not being deprecated. And that the Classic UI Widgets are a totally different feature despite the similarity of its name.

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  • Nick Freeland

    Hey Bill Murphy, that's correct. The Web Widget is not part of this deprecation.

    This is only referring to Widgets that are listed in Admin > Settings > Extensions > Widgets in your account.

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  • Mark Sokolowski

    Is it possible to post a list of the Classic UI Widgets for reference?  We've had a few admins for our account in the last few years and no one is completely sure if the ones we use will be deactivated. It's good to see confirmation that the Web Widget will still be supported as that is the one we most frequently use.

    The other ones that are in use that I'm unsure of:

    CSS Widget
    Google Analytics
    Knowledge Base

     

    Thanks!

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  • Simon Graham

    Hi

    I have three Widgets.

    One is "Organisation" (mentioned above so think can ignore that one)

    Plus "Global CSS" - changes the word "ticket" to "issue" and sets some colours though I don't see anything that has "issue" or those colours when I create a new ticket in my client's Guide page. Figure this doesn't apply to me therefore?

    Lastly "Global Javascript" - appears to be some default text to help the user complete a new ticket but again, don't see any of that any more when doing a ticket (I do recognise it as text that used to be on a new ticket but I can live without it, not sure when it disappeared).  So, if I am not seeing the impact of this widget I assume I can delete it?

    Thanks for any help anyone can offer!

    Simon

     

     

     

     

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  • Caroline Kello
    Zendesk Product Manager

    Mark, unfortunately I don’t have such a list. Since Classic UI widgets were a pre-2016 functionality, some information about them seems to have been buried as time has passed. The good thing is that the pre-2016 UI that supported them is mostly gone so there should be no impact in removing them.

    Google Analytics was used to capture data and usage of the Web Portal/Forums (the incarnation before Guide). Since Web Portal is no more, deleting this Google Analytics Widgets has no impact. 

    The Knowledge Base widget was also used to customise the Web Portal, so same argument as above 👆

    CSS widgets were used to customize the look of the old Zendesk Support or the Web Portal. Given the fact that your two other widgets below were used for the Web Portal, I’m going to guess that this CSS widget was also for the Web Portal and therefore obsolete now.

    Simon, if you could confirm your Zendesk domain for me that’d help me double check as well. But your gut checks are correct: if you can’t see any representation of what the widget is supposed to be doing, then it’s not working anymore and can be safely deleted.

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  • Simon Graham

    @Caroline

    Thanks, my domain is atkins.zendesk.com

     

     

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  • Jonathan March
    Community Moderator

    Caroline Kello what does it mean that 2 removal deadlines are listed in the article? What goes away, when? Thanks.

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  • Caroline Kello
    Zendesk Product Manager

    Hey Jonathan, 

    We had two rounds of communications go out: the deadline applicable to your widgets is the one you received in an email from us. I'd be happy to double check for you if needed. 

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  • Caroline Kello
    Zendesk Product Manager

    Simon Graham, apologies, I missed replying to your comment! A quick glance on your active widgets doesn't tell me a whole lot more than you've already shared unfortunately. If you can't find any traces of what your widgets are supposed to be doing: then you're ok to delete them. Apologies that I wasn't able to be more helpful.  

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  • Jonathan March
    Community Moderator

    Caroline Kello - Thanks for clarifying. I received a "Reminder" on August 12 about an August 31 removal. I had received no previous targeted communication about this, though on searching email my I do see the generic email with the announcement article in May -- hardly enough to raise my antennae in flood of usually non-germane announcement emails. Usually when something is turned off, everyone affected is explicitly notified (as we were on August 12). I will try to make the time to assess.

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