Migrating from Legacy Chat + Support to Chat Phase 4

As explained in our announcement, Zendesk is moving Legacy Chat + Support customers to the integrated chat in the Web Widget (Classic). In this article, we’ll walk you through the migration process, and link to you useful documentation to ease the transition.

This article includes the following topics:

• Step 1: Requesting migration assistance
• Step 2: Scheduling your migration
• Step 3: Preparing for migration
• Step 4: The migration
• Step 5: Get to know the new neighborhood
• Step 6: Completing the migration

Step 1: Requesting migration assistance

If you have a Sales assisted Legacy Chat + Support account, contact your account representative to initiate the migration process.

Note: Assisted migration services will only be available through December 22, 2022. Sales-assisted account owners should reach out to their Zendesk representative before that date if they wish to receive migration assistance. All remaining customers will be automatically upgraded by the end of 2023. Notices will be sent to eligible customers in advance.

Some customers can contact their dedicated account manager directly from the Admin Center. The account owner can click the Zendesk Products icon in the top bar, then select Admin Center followed by Billing. The account manager may be listed under Your Zendesk Team.

If you do not see your Zendesk team listed, follow the instructions outlined in the article: Contacting Zendesk Customer Support.

Step 2: Scheduling your migration

After you have reached out to us, we will work with you to schedule a date/time that works best for your team.

During the migration, live chat will be down for approximately one hour, and neither agents nor customers will be able to access live chat. We encourage you to schedule the migration for outside your operating hours to minimize the disruption.

For accounts opting into the migration before the November 15, 2022 deadline, we may need to align your billing account for your Chat and Support accounts as a prerequisite. There may be additional steps to complete this part of the process. We will advise you on this when we’ve taken in your migration request.

For all other accounts migrating after, you can expect your Chat subscription to renew and inherit the following from your Support subscription:

• Term length. If your subscription term length increases (from monthly to annual, for example) your subscription charges for Zendesk Chat will increase accordingly.
• Term end date
• Billing frequency
• Billing currency
• Payment method
• Billing contacts

Find out how else you can navigate these changes in our FAQs.

Step 3: Preparing for migration

Once you have scheduled a migration, you can prepare for the migration. See Preparing to upgrade your Chat account to Chat Phase 4 for instructions. We’ve also put together this Chat migration resources guide to help you through the process.

We’re here to help ensure your business can successfully migrate to live chat and adopt all of the new functionality. We look forward to supporting you through this process.

Step 4: The migration

On the day of the migration, the team will wait up to 15 minutes for your agents to close out their chats. It’s best that all agents are signed out and all chats have ended before the scheduled migration window. Our team will then complete the upgrade for you. We understand that our migration schedule may not best fit your timezone – your attendance in the duration of the migration is optional.

To ensure everything has gone well, we will access your account to check that everything’s where they should be.

After all this is done, you will be notified that the upgrade has been successfully completed. You will then be prompted through in-product messaging to complete the post-migration steps.

What if something’s wrong with my account post-upgrade?

Generally, if we caught something that went wrong or isn’t what you may expect, we will rollback the upgrade within the migration window and you will experience no data loss.

However, if you found something that seems off, or just have any questions or concerns, feel free to reach out to your Zendesk representative supporting you throughout the migration process

Step 5: Get to know the new neighborhood

After the migration is complete, things will be different (and better). In this section, we’ll explain what’s moved where, and point you to some of the new features at your disposal, including:

• Accessing your account post-migration
• Getting to know Admin Center

Accessing your account post-migration

Once the migration is complete, you will no longer go to dashboard.zopim.com with your Chat account credentials to log in. Instead, you will log in by going to yoursubdomain.zendesk.com/chat/agent using your Support login credentials.

If you’re on the mobile Chat app, sign in by clicking Sign in with Zendesk. See Chat mobile app authentication for Zendesk Chat Phase 4, Chat-only or Chat + Support accounts.

Getting to know Admin Center

Account, Security and Staff Settings accessible within our Admin CenterSettings across your Chat and Support products are now centrally located in our Admin Center. Find out more about how to use your new Zendesk Admin Center.

Step 6: Completing the migration

After we let you know the migration is successful, you have a few more steps to take to make sure your account is ready to go. See Completing the upgrade to Chat Phase 4 for more details.