|Announced on||Migration and deprecation|
|April 8, 2021||end of July 2021|
This article describes the deprecation of the Chat-only agent role in Zendesk accounts.
What is changing?
On July 8, 2021, all agents with the Chat-only agent role will be migrated to the Contributor role. The Chat-only agent role will subsequently be deprecated.
Why is Zendesk removing this role?
With the release of the team member profile feature in Zendesk Admin Center, administrators can now manage roles and product access for team members from one central location. To improve this experience, Zendesk is consolidating roles and changing role names for consistency.
The Chat-only agent role is a legacy role that has been superseded by the Contributor role. Zendesk is consolidating these roles into one. Both roles have the same access and permissions.
What do I need to do?
You are affected by this change if you have agents assigned to the Chat-only agent role or if you have apps or integrations that depend on the Chat-only agent role.
I have agents assigned to the Chat-only agent role
If you have users assigned the Chat-only agent role, they will be migrated to the Contributor role automatically on the migration date shown above. If you don’t have any apps or integrations that depend on the Chat-only agent role, you don’t need to do anything.
I have apps or integrations that depend on the Chat-only agent role
If you have apps or integrations, review them for use of the following parameters and values:
- A role_type value of 2 returned from the /api/v2/users endpoint
- The chat_only boolean field returned from the /api/v2/users endpoint
Any apps or integrations that rely on either of those parameters or values will need to be updated. You should implement the change proactively so that your code doesn't break before or after the migration.
Updating the role_type value
The Chat-only agent role returns an integer value of 2. Once the migration of users with the Chat-only agent roles is complete, this integer will no longer be returned. Instead, the Contributor role will return a value of 3. This could impact your app or integration.
If your current code looks something like:
If (role_type == 2) then
... do something
You should update your code to:
If (role_type in (2, 3)) then
… do something
This way your app or integration will account for both situations.
Updating the chat_only boolean field
If your integration relies on the chat_only field, you should update your code to use the role_type as illustrated above. The chat_only field will be removed as part of the deprecation and should no longer be relied on.
Frequently asked questions
Does the Contributor role have the same access and permissions as the Chat-only agent?
Yes, all agents that were migrated from the chat-only agent role will have the same access to Support and Chat.
Once migrated, what value is returned in the role_type parameter of the /api/v2/users endpoint?
The Contributor role will return an integer value of 3 in the role_type parameter. You can read more about the role_type parameter in our Users API documentation.