Determining your Zendesk Chat account version

Important: All Chat Phase 0 and Chat Phase 1 legacy Chat accounts will be upgraded by 18th December 2023. After this date, Chat will only be accessible via your specified Zendesk subdomain. If your Chat has not been upgraded, please keep a lookout for an email notification from us as we initiate the process for you.

Currently, there are four versions of Zendesk Chat in use. Which version you’re using depends on a number of factors, including:

• When you signed up for Zendesk Chat
• The website where you signed up
• Whether you are using a Chat-only account, or a Chat account integrated with Zendesk Support

As part of our commitment to ensure our customers get the very best of their Zendesk, we’re upgrading all legacy Chat accounts. For some legacy Chat customers who have linked their Chat to Support, we will be supporting Assisted Migration Services only until 22 Dec 2022. All upgrades after that to access new Zendesk features will require loss of service data. To get started with making the switch to the new experience, please reference our Chat migration guide.

Based on these and other factors, you may be using one of the following versions of Zendesk Chat:

• Zendesk Chat Phase 4, Chat-only or Chat + Support, available after October 24, 2018.
• Zendesk Chat Phase 3, an integrated account, for Zendesk Support customers who later added a Chat account.
• Legacy Zendesk Chat, a chat-only version, created on zopim.com.
• Legacy Zendesk Chat + Support, an integrated Chat-Support account, created on zopim.com.

  Documentation related to Legacy Chat versions can be found in the Using Legacy Chat section of this Help Center,

Use the following table, and the lists below, to determine which version you are currently using.

Table 1.

Indicating action	Legacy Zendesk Chats	Chat Phase 3	Chat Phase 4
How you sign into your account	Logging in via dashboard.zopim.com	Logging in via subdomain.zendesk.com
How you can access your products	For legacy Chat subscriptions only, you will only have access to Chat. For legacy Chat accounts linked to Support, you will need to log into Chat and Support products separately.	You can use the Zendesk Product Tray icon () in the top toolbar.
How you make changes to your subscription	Logging in via account.zopim.com	Using the Admin Center when you’ve logged into your Zendesk
How Chats turn into tickets	For legacy Chat subscriptions only, there are no tickets For legacy Chat accounts linked to Support, all Chats will be linked to a ticket on Support. Automated/manual ticket creation can be configurable via the Chat Dashboard. Tickets will be created at the start of each chat - agents can access the ticket on Support via the Chat window. Note:
How your Agents would update their profiles and/or login details

You're on Zendesk Chat Phase 4 if...

• You sign in to your account at zendesk.com.
• Your dashboard URL is subdomain.zendesk.com/chat.
• Agents update their name, email, and password in the Admin Center (accessed from the Chat dashboard via Settings > Personal >Profile tab, and clicking Edit Profile).
• On your Chat dashboard, you see the Zendesk Product Tray icon () in the top toolbar.

You're on Zendesk Chat Phase 3 if...

• You sign in to your account at zendesk.com.
• Your dashboard URL is subdomain.zendesk.com/chat.
• Agents update their name, email, and password in Zendesk Support (accessed from the Chat dashboard via Settings > Personal >Profile tab, and clicking Edit Profile).
• On your Chat dashboard, you see the Zendesk Product Tray icon () in the top toolbar.

You are on Legacy Zendesk Chat if…

• You sign in to your account at account.zopim.com.
• Your dashboard URL is dashboard.zopim.com.
• Agents update their name, email, and password directly in the Chat dashboard (accessed from Settings > Personal >Profile tab).
• When you open your dashboard and go to Settings > Account and click the Zendesk Support tab, you see an option to sign up for Zendesk Support.
• When you open your dashboard and go to Settings > Personal, you do not see a Zendesk Support tab.