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).
- Will there be any data loss?
- 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 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?
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 due to it being removed for all customers. See more at Will Zendesk Message be available after upgrade?How will the upgrade happen?
Customers can request a handheld migration at their date of choosing until November 15, 2022. During this opt-in period, they'll be given a date and time for the upgrade after making this request.
All remaining customers will be automatically upgraded by the end of 2023. Notices will be sent to eligible customers in advance.
There are tasks that need to be completed before and after the upgrade occurs. See Preparing to upgrade to Chat Phase 4 and Completing the upgrade to Chat Phase 4 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 in our help center 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 Zendesk Message be available after upgrade?
Zendesk Message was removed for all customers on November 1, 2021. There are other options for continuing to use social messaging with your account. 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.
For customers upgrading after the November 15, 2022 deadline, your Chat account will automatically inherit the following from your Support subscription:
- Term length. If your subscription term length increases (for example from Monthly to Annual), your subscription charges for Zendesk Chat will increase accordingly.
- Term end date
- Billing frequency
- Billing currency
- Payment method
- Billing contacts
If you don’t want your Chat and Support subscriptions to be aligned, you can proceed with either of the following before your scheduled migration date and time:
Option 1: Cancel your Chat account
- In Chat, navigate to Settings > Account > Subscription > Account management.
- Click Cancel my entire Account.
Option 2: Agree to a new aligned term for Chat and Support
If you would like to agree to a new combined subscription term for both Chat and Support, please reach out to your Zendesk account manager to initiate the process. The agreement must be executed before your Chat subscription term ends, or it will align to your Support subscription automatically as described above.
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.
0 Comments
Please sign in to leave a comment.