This FAQ includes answers to some of the more commonly-asked questions during the process of upgrading from Legacy Chat to the enhanced Chat experience (Chat Phase 4).
- How will the upgrade happen?
- Will my Zendesk account experience any disruption during the upgrade process?
- Will third-party integrations for Chat work?
- Currently our Chat and Support accounts have separate owners. How will their ownership be impacted?
- Will downloaded and installed public apps for Chat and Support from the Zendesk marketplace still work?
- Will custom private apps for Chat and Support still work?
- Will the upgrade impact my access to the Chat REST APIs?
- Will there be any data loss?
- Will Zendesk Message be available after upgrade?
- What will happen to my Insights reporting data?
- Will I have access to Explore reporting in the upgraded system?
- Will there be any impact on my Billing account ?
- What happens if the upgrade fails?
How will the upgrade happen?
Customers will need to request for a handheld migration if they are currently a Legacy account. After making this request, you will be given a date and time for the upgrade.
There are tasks that need to be completed after making the request, but before and after the upgrade occurs. See Preparing to migrate from Legacy Chat + Support to Chat Phase 4 and Completing the migration from Completing the migration from Legacy Chat to the enhanced experience for more information.
Will my Zendesk account experience any disruption during the upgrade process?
Yes, there will be some downtime for the customer during the upgrade process.
- There will be NO downtime for SUPPORT.
- There will be downtime ONLY FOR CHAT.
For the majority of the accounts, the upgrade will occur within a one-hour window.
To minimize the impact on your operations, your account will be usable immediately after the upgrade. We will provide an update when the migration has been completed.
Full Chat data import (including chats, visitors, and Insights and analytics data) will be done after the upgrade and may take up to 24+ hours
Will third-party integrations for Chat work?
Third-party Chat integrations will no longer work. There are no plans to support these integrations in the future in their current format.
Customers can create their own apps or use third-party apps from the Marketplace to support these integrations. Please refer to the chat integrations section for more information.
Currently our Chat and Support accounts have separate owners. How will their ownership be impacted?
After the upgrade:
- The Chat account owner will be converted to a Chat admin.
- The Support account owner will become the owner of the unified Chat-Support account.
Will downloaded and installed public apps for Chat and Support from the Zendesk marketplace still work?
Yes, installed apps will still work.
If the Support and Chat owners have two different email addresses, the Support owner can manage the Chat apps only after they are granted access to the Chat entitlement.
Will custom private apps for Chat and Support still work?
Yes, custom apps will still work.
If the Support and Chat owners have two different email addresses, the Support owner can manage the Chat apps only after they are granted access to the Chat entitlement.
Will the upgrade impact my access to the Chat REST APIs?
Yes , it will impact access to the APIs. You may need to verify your integrations that use OAuth after the migration.
However, your old OAuth clients will be retained. But agents and administrators would have to re-initiate the authorisation process to obtain new access tokens for working with Zendesk Chat APIs. Please refer to this help center article for more info.
Will there be any data loss?
All data, including chats, visitors, Insights and Analytics will be migrated to the upgraded account.
Exception: Zendesk Message data will NOT be migrated during the account upgrade process.Will Zendesk Message be available after upgrade?
Yes, Zendesk Message will be impacted, and you will need to take steps to continue using Message. Additionally, Zendesk Message is being removed for all customers on November 1, 2021. There are options for continuing to use social messaging with your account after that date. Please refer to Re-establishing Zendesk Message functionality for more information.
What will happen to my Insights reporting data?
Will I have access to Explore reporting in the upgraded system?
Yes, Explore is available in the upgraded system, if allowed on your Chat plan.
Will there be any impact on my Billing account ?
Most of our customers with legacy accounts have different billing (Zuora) accounts, one for Chat and one for Support. After the upgrade, there is only one Billing account shared by Chat and Support.
There are different scenarios:
- If your paid Support and paid Chat Zuora accounts have the same billing details, there is no impact on your billing account.
- If your paid Support and paid Chat Zuora accounts have different billing details and billing cycles, we will merge customer’s Chat and Support billing accounts, before the upgrade starts. This means you can expect to receive billing for both products in a unified invoice.
What happens if the upgrade fails?
If the upgrade fails, customers will be updated through in-product messaging, and a new date will be set to try again.
There will be no impact if the upgrade fails. We will roll back the upgrade, and you will experience no data loss.
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