Removal of support for Internet Explorer 11

Announced on	Development ends	Removal
November 26, 2018	July 8, 2019	December 31, 2019

Zendesk is announcing the removal of support for Internet Explorer 11 effective December 31, 2019. Microsoft Edge is the path forward to use Zendesk if you prefer, or are required, to use a Microsoft browser. Edge will be officially supported before our end of development milestone on July 8, 2019.

Microsoft announced plans to make Edge broadly available across more versions of Windows beyond Windows 10. 

If you are currently using IE 11, we recommend you switch to Edge or another supported browser. In accordance with the Zendesk feature removal policy, July 8, 2019 is the end-of-development milestone. This means that, after that date, new Zendesk functionality may not work in Internet Explorer, and no minor bugs or cosmetic issues will be fixed for Internet Explorer.

This article covers the following topics

• What does this mean?
• Why is Zendesk removing this?
• What do I need to do?
• Am I affected?
• Who should I contact if I need help or have questions?

What does this mean?

Currently some Zendesk products, including Support and Guide, support the use of MSIE 11 by agents and admins. After the end of development milestone on July 8, 2019, users may experience partial loss of functionality within those products if they do not switch to another browser. For information about Chat support for MSIE 11, see this announcement. 

After the removal of support milestone on December 31, 2019, the Zendesk Support agent interface will no longer be accessible. End-users will no longer be able to view Guide content, interact with the web widget, or any other end user content. Supported browsers for end users can be found here.

Why is Zendesk removing this?

In 2015, Microsoft released the Edge browser as a replacement for IE. Because of this, Internet Explorer no longer receives major updates adding the latest security and functionality that supports complex web apps like Zendesk Support. 

Zendesk strives to deliver products that meet our customers’ needs. The increasing gap between Internet Explorer 11 and all other browsers has meant that we needed to expend considerable effort to avoid and fix defects that only appear in that browser. It limits our technology choices and dampens our ability to deliver the reliability and functionality our customers expect.

Because only 1-2% of Zendesk customers use IE11 to access the agent interface, we are removing support to concentrate our efforts on the latest browsers with the latest functionality, such as Google Chrome (which 85% of our customer’s agents use today) to benefit as many customers as possible. 

What do I need to do?

Update your systems to ensure that your agents use a browser that will remain supported. See the Zendesk Support browser policy.

Am I affected?

If you have agents who currently use IE 11 to sign in to the Support agent interface, they will need to update to another supported browser before December 31, 2019.

Who should I contact if I need help or have questions?

Please contact [e-mail] with any additional questions.