For some Legacy Chat + Support customers, you can initiate your upgrade to the integrated chat in the Web Widget (Classic) directly from your Zendesk Chat. In this article, we’ll walk you through what to expect.
This article includes the following topics:
Step 1: Estimating your billing alignment charges
As part of the upgrade, Zendesk customers will need to align subscription terms for both Chat and Support products. You may or may not be invoiced a charge separately after the migration has been completed.
The calculator above only presents an estimate - to assess your charges, reach out to your Zendesk account representative.
What if the charges are too high but I want to proceed with an upgrade?
Another way to proceed with the upgrade is to create a new Chat instance in the new version within your existing Support account. As part of this, you will access historical Chats as transcripts via the tickets created. Reach out to your Zendesk account representative for assistance.
Step 2: Accepting the migration terms
When you open your Chat dashboard, you'll see the upgrade banner shown here. Click Get started.
You will be prompted to accept the Chat migration terms. By accepting the terms, you agree to the following:
- Fulfilling billing alignment charges.
- Understanding the loss of Zendesk Message and legacy integrations and any other limitations set forth in the terms.
Step 3: Scheduling your migration
Migrations are executed in bulk every quarter. Your invoices will be processed the day after. Requests that come in the last Thursday after the first month of the quarter will spill over to the next cycle.
After you’ve accepted the migration terms, our Chat migration team will reach out to you to confirm your migration window.
Please note we will only be supporting assisted migrations until December 22, 2022. Customers with legacy accounts that do not complete their upgrade before this date will need to start a new Chat instances to access the latest Zendesk features and products.
Step 4: Preparing for migration
Step 5: The migration
On the day of the migration, the team will wait up to 15 minutes for your agents to close out their chats. It’s best that all agents are signed out and all chats have ended before the scheduled migration window. Our team will then complete the upgrade for you. We understand that our migration schedule may not best fit your timezone – your attendance in the duration of the migration is optional.
We will access your account to confirm the migration was completed successfully before sending you a completion notice. You will then be prompted through in-product messaging to complete the post-migration steps.
What if something is wrong with my account post-upgrade?
If you have any questions or concerns about your account after the upgrade is complete, contact Zendesk Customer Support.
Step 6: Get to know the new neighborhood
After the migration is complete, things will be different (in a good way!). In this section, we’ll explain what’s moved where, and point you to some of the new features at your disposal, including:
Accessing your account post-migration
Once the migration is complete, you will no longer go to dashboard.zopim.com with your Chat account credentials to sign in. Instead, you will sign in by going to yoursubdomain.zendesk.com/chat/agent using your Support sign-in credentials.If you’re on the mobile Chat app, click Sign in with Zendesk. See Chat mobile app authentication for Zendesk Chat Phase 4, Chat-only or Chat + Support accounts.
Getting to know Admin Center
Account, Security, and Staff Settings are now accessible in our Admin Center. Find out more about how to use your new Zendesk Admin Center.
Step 7: Completing the migration
After we let you know the migration is successful, you have a few more steps to take to make sure your account is ready to go. See Completing the upgrade to Chat Phase 4 for more details.