Completing the migration from Legacy Chat to the enhanced experience

After your Legacy Chat account has been upgraded to the new enhanced experience, you’ll need to perform a number of tasks to make sure Chat functions as you’d like.

Click the links below for details on each task:

• Resetting passwords for Chat-only agents
• Authorizing and updating Zendesk Chat APIs
• Re-establishing Zendesk Message functionality

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

Resetting passwords for Chat-only agents

After your account is upgraded, your Chat-only agents will receive emails with a link to reset their passwords. Agents must complete this process before they can begin using the upgraded account.

Authorizing and updating Zendesk Chat APIs

After your account is upgraded to the new experience, you have to make some changes to the access APIs:

• Your old API clients will be retained, but agents and administrators will need to re-initiate the authorisation process to obtain new access tokens for working with Zendesk Chat APIs. See Chat API: OAuth Authentication for more information.
• Access to the Chat Accounts and Agents APIs is restricted to GET requests. You can still use the other Chat APIs normally. See Chat API: Accounts for more information.

Re-establishing Zendesk Message functionality

Zendesk is removing Message for all customers on November 1, 2021. If you were using Zendesk Message before migrating to Chat Phase 4, and want to continue using Facebook Messenger and/or Line, you have two options:

• Upgrade your account to Zendesk Suite, which includes Social Messaging options
• Temporarily re-integrate Zendesk Message, then upgrade to Zendesk Suite before November 1

Upgrading to Zendesk Suite with Social Messaging

With the removal of Zendesk Messaging, you can continue to use Facebook Messenger and/or LINE by adopting Social Messaging in the Agent Workspace. Zendesk Suite is the best path for doing so. See About Zendesk Suite plan types for information on the options available to you. When you are ready to upgrade, follow the instructions at Upgrading to Zendesk Suite.

Before moving to Zendesk Suite, you may want to export any Message, Chat, or Support data you’ll want to use in your new Suite account. Exporting your data to CSV files is fairly simple, and should not result in data loss.

To export your Message data

1. In Zendesk Message, click the Analytics icon.
2. At the top of the page, click Export, and follow the prompts.

To export your Chat data

1. From your live chat dashboard, select History.
2. Select the chat transcripts you want to export:
   • To select all chats on the first page, click the box at the top of the first column.
   • To select all chats from the last 90 days, click the box at the top of the first column, then click Select all chats in History.
   • To select specific chats, click the selection box next to the chat.
3. Click the Actions drop-down menu.
4. Select Export chat details.
5. Enter email addresses to send the CSV file to in the window that appears. Note that you can only export chat details to agents in the same account. The Recipients field is case sensitive so the email entered must exactly match the one listed on the agent's Chat profile.
6. Click Send. The CSV file will be emailed to the addresses entered.

Note: To export chats more than 90 days old, you’ll need to use the Chat API.

To export your Support data

1. In Zendesk Support, click the Admin icon (), then select Manage > Reports.
2. If necessary, click the Export tab to display data export options. Some legacy versions of Zendesk show export options on a separate tab.
3. For CSV export, click Request file.

You’ll receive an email notification with a link to download the compressed file containing the report. The download link is valid for at least three days.

See Exporting data to a JSON, CSV, or XML file for more information, if needed.

Re-integrating Zendesk Message

If you choose to re-integrate with Zendesk Message, perform the steps below, as needed. Then, before November 1, 2021, you’ll need to Migrate from Message to Zendesk Suite.

If you are using Facebook only as a messaging channel:

• Zendesk Message will continue to work for you. No settings or configurations will change.
• You can log in to Zendesk Message using your existing credentials.
• Messages from before the upgrade will not be available.

If you are using LINE only as a messaging channel:

• Your Zendesk Message settings will not be retained.

• You need to re-integrate Zendesk Message after your account upgrade. See Getting started with Message for more information.
• Messages from before the upgrade will not be available.

If you are using both LINE and Facebook in Zendesk Message:

• Zendesk Message will continue to work for you through the Facebook channel. No settings or configurations will change.
• You will need to add LINE to Zendesk Message again. See Adding and managing channels and profiles: Adding LINE for more information.
• Message information from before the upgrade will not be available.