|Announced on||Removal starts||Removal ends|
|July 18, 2022||August 17, 2022||September 30, 2022|
What is changing?
Gravatar is a web service that lets users upload an online avatar and associate that avatar with their email address. Then, products like Zendesk can access and display the users’ avatar.
Starting on Aug 17, 2022, Zendesk will begin discontinuing our integration with Gravatar.
This impacts all accounts across all Zendesk products.
Once this change goes into effect, avatars provided by Gravatar will no longer be shown.
- In most Zendesk products, avatars that were provided by Gravatar will revert to a gray silhouette image. See example below.
In Zendesk Sell, this will result in no avatar being displayed for leads and contacts. Avatars for Sell users (agents) are not impacted.
Why is Zendesk making this change?
We have made the decision to discontinue our integration with Gravatar so that we can focus on other Zendesk functionalities.
What do I need to do?
To prevent any avatars from reverting to the gray silhouette image in Support, Guide, Explore, Sunshine Conversations, and Chat, we recommend ensuring that your agents’ avatars are uploaded via API or the user interface. More information on how to do that can be found in this article.
Hi Brett Elliott,
Is there a way to identify which avatars were provided by Gravatar? We'd like to list those in advance for our agents, asking them to replace impacted avatars respectively beforehand.
Hi Rafael Santos,
Thanks for the question. Unfortunately not. We don't keep a record or where an avatar originated from. If an agent is unsure, I'd recommend uploading a new avatar. Instructions for how to do that can be found here.
It appears this change has resulted in the grey silhouette image for my iOS app integration via Sunshine Communications, but changing the user profile in app.smooch.io by uploading a profile photo directly has not reinstated the image being used.
In the App settings, if I tick "Use app icon and a single team name for all messages" then it will use the team name and app icon, but when this is disabled it reverts back to the team member name being displayed with a grey silhouette image. Can you advise on any fix, or whether there is a known bug for Sunshine Conversation accounts as a result of this change?
Hey Duncan Babbage,
Our team was informed of your comment and upon investigating we believe you should try updating your team member image from within Zendesk Support. As far as we can tell this has nothing to do with your Sunshine Conversations account. I'd also ask that for future issues you open a ticket with our Advocacy team so that they can assist you in a more timely manner.
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