Removal of the Zendesk Social Messaging App

Announced on	Removal
November 16, 2021	Mid-2022

Zendesk is removing the legacy Social Messaging add-on for Suite and Support + Chat customers by mid-2022. We will announce a specific removal date when it becomes available.

If you are a Suite or Support + Chat customer using the Social Messaging add-on, you will need to migrate to Zendesk Agent Workspace and use the improved social messaging experience, as outlined in this announcement.

We will announce a later removal date for customers using Sunshine Conversations to integrate social channels into their Zendesk configuration soon.

This article covers the following topics:

What does this mean?
Why is Zendesk removing this?
Am I affected?
What do I need to do?
What happens if I didn't migrate before the removal date?
Frequently asked questions
Who should I contact if I need help or have questions?

What does this mean?

Zendesk has built an improved social messaging experience in the Zendesk Agent Workspace, which unifies all of your channels in one conversational interface. As a result, we plan to remove the legacy Zendesk Social Messaging App mid-2022.

We encourage you to migrate to Agent Workspace and set up Social Messaging by March 31, 2022. This will allow you to continue using your favorite messaging channels and try out this new experience well before this change goes into effect. See What do I need to do? below for migration instructions.

Why is Zendesk removing this?

Connecting with customers using the social channels they prefer is more important than ever. That’s why we’ve added Social Messaging within our new Agent Workspace to provide a better, more integrated experience when using channels like WhatsApp, WeChat, LINE, Facebook Messenger, and Twitter DM. Agent Workspace allows agents to manage all of their conversations from a simple, unified interface – making it easier to provide faster and more personalized support to your customers.

Am I affected?

If you are currently a Suite or Support + Chat customer using the legacy Social Messaging App then you are affected.

What do I need to do?

To move to the new social messaging experience, you’ll need to:

Migrate to the Agent Workspace. The workspace provides a single interface for agents to manage incoming support requests from every channel enabled on your account.
- See Migrating to the Zendesk Agent Workspace for an overview of how the migration affects your account, as well as step-by-step instructions for making the move.
- See About the Zendesk Agent Workspace for agent-focused information on navigating and working in their new interface.
Migrate your social messaging channels. After you’ve migrated to the Agent Workspace, you can move your social channels over too.
- See Migrating social messaging channels to the Zendesk Agent Workspace for a walkthrough of this migration process.
- See About messaging channels in the Zendesk Agent Workspace for an agent-focused, messaging-specific overview of the new interface.

What happens if I didn't migrate before the removal date?

If you are currently a Suite or Support + Chat customer and do not migrate by the time we remove the legacy Social Messaging App in mid-2022 (target), you will lose the connection between Zendesk and your Social Messaging channels. This means comments and messages left for your business in these channels will no longer be converted to tickets, and you will no longer receive any notifications through the social messaging notifier.

Frequently asked questions

What should I do if I'm not using the legacy Social Messaging App and I don't want to migrate?

If you are currently a Suite or Support + Chat customer and not using the legacy Social Messaging App then you do not have to migrate. However, you will lose Social Messaging functionalities once we remove the app in mid-2022, and if you choose to use it later on you will need to migrate to Zendesk Agent Workspace.

What new features does Zendesk Agent Workspace have that the legacy Social Messaging App doesn't?

The Workspace delivers a unified conversation experience, providing your agents with a complete picture of their interactions with customers. For more information, see About messaging channels in the Zendesk Agent Workspace.

Is there feature parity between the legacy Social Messaging App and Social Messaging experience on Zendesk Agent Workspace?

Yes, and we are working on delivering even more new features for the Zendesk Agent Workspace Social Messaging experience

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

As always, please contact us if you have questions or need additional support.