|June 1, 2020||January 27, 2021|
Zendesk Chat is announcing the removal of support for Internet Explorer 11, effective January 27, 2021. Microsoft Edge is the path forward to use Zendesk Chat if you prefer, or are required, to use a Microsoft browser. Edge will be officially supported before our end of development milestone on June 1, 2020.
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, June 2, 2020 is the end-of-development milestone. After that date, minor bugs or cosmetic issues will no longer be fixed for Internet Explorer.
This article covers the following topics:
- What does this mean?
- Why is Zendesk Chat 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?
After the removal of support milestone on January 27, 2021, the Zendesk Chat dashboard will no longer be accessible to agents using IE 11. End users will still be able to chat with agents, interact with the web widget, and access 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 Chat.
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 Chat system requirements for the Chat dashboard.
Am I affected?
If you have agents who currently use IE 11 to sign in to the Zendesk Chat dashboard, they will need to update to another supported browser before January 27, 2021
Who should I contact if I need help or have questions?
Please contact firstname.lastname@example.org with any additional questions.