Zendesk is removing Zendesk Message for Suite customers on October 30th, 2020. We will announce a later removal date for both multi-product and standalone Chat customers soon.
If you are a Suite customer using Message, you’ll need the Social Messaging add-on, the latest way to interact with your customers using WhatsApp, LINE, Twitter DM, WeChat and Facebook Messenger.
The Social Messaging add-on is the new way to manage and expand your social channels with Zendesk. Suite customers using Zendesk Message can now migrate to the Social Messaging add-on for free.
In order to continue using Facebook Messenger and/or LINE, please install the Social Messaging app within your Zendesk Support account and set up your profiles.
Making the transition
The steps below will help you make the transition from Message to the Social Messaging add-on without disrupting your workflow:
- Ensure admins disable automatic and idle responders on both Facebook and LINE accounts. Go to Settings > Facebook/LINE > Click the profile > Responders
- Ensure admins remove any Zendesk Message sharing URLs for Facebook pages. These will no longer work after the EOL date.
- Ensure admins disable chatbot handovers for Facebook pages. Go to Settings > Facebook > Click the profile > Integrations
- Ensure admins export the relevant Zendesk Message data by going to https://SUBDOMAIN.zendesk.com/message/agent/analytics and clicking Export.