How do I assess my apps for migration to the Zendesk Agent Workspace?

Question

I'm a Zendesk customer and would like to migrate to the Zendesk Agent Workspace. Will my apps still work?

Answer

If you are currently not using any Chat apps, you can carry on with the migration without having to worry about the apps installed in your instance.

If your account has Chat apps installed, start by understanding if they are private or public. Search for the app in the Zendesk Marketplace. If you can find it there, the app is public. If you can't find it, that means the app is private.

If the Chat app is private, decide if you need the functionality that the app provides in Zendesk Chat carried over to the chat experience in Support through the Zendesk Agent Workspace. Have your developer build a new Support app that has the same functionality as your Chat app, or have them build on top of an existing Support app.

Zendesk replicated some of the most commonly used Apps Chat API endpoints and events, used to build Chat apps, and moved them over to the Apps Support API, used to build Support apps. For more information, see this article: Apps Support API: Chat & Messaging Extensibility in Agent Workspace.

In case you can't find the endpoints and events from the Apps Chat API in the Apps Support API, then you won't be able to build a Support app that has the same functionality as your Chat app. Zendesk is planning to address this issue soon.

If your Chat apps are public apps, investigate if it exists an equivalent Support app in the marketplace. For example, Unbabel for Zendesk Support instead of Unbabel for Zendesk Chat. If the app doesn't have the Chat functionality that you need, consider contacting the app developer, through Contact Us on the app page in the Marketplace, to get it on their roadmap.