|New messaging customers
|Aug 23 2023
|Sept 30, 2023
|Existing messaging customers using only messaging
|Dec 4, 2023
|Messaging customers that moved from Zendesk Chat
What is changing and why ?
Zendesk is focused on improving the agent workspace and enhancing the experience for both customers and agents. We're introducing messaging backend changes to strengthen the messaging product's core elements and enable a seamless omnichannel environment.
Changes were made available to new messaging customers in 2023. In 2024, we will extend them to existing messaging customers, with plans to move all messaging customers to the new messaging backend by Q3 2024.
This effort has three main goals:
- Scalability: Unlocking higher magnitudes of system scale over Zendesk’s current system limits.
- Performance: Achieving dramatic improvements in system performance.
- Modern standards: Implementing best-in-class software practices to simplify development and deliver the best quality products to our customers.
Key customer capabilities
Scaling: Supporting more agents and conversations
- Concurrent agents: We now support up to 10,000 concurrent agents serving messaging conversations, a 5x increase over current limits.
- Concurrent conversations: We now support up to 12,000 concurrent messaging conversations, an almost 3x increase over current limits.
Performance: With backend improvements, we're making our foundational components faster.
- Time spent in ticket creation and making tickets available to routing systems: We expect a 60% reduction in the time between creating a ticket and making it available to the routing system.
- Message brokering: We expect to see a reduction of up to 40% in the time taken by the system to deliver messages between agents and end users.
Unified admin experience: With the backend changes we're also moving some of the key messaging settings to the Zendesk Admin Center.
- Messaging triggers: Messaging triggers are now configured in Admin Center under Objects and rules > Business Rules > Messaging triggers. For more information, see About messaging triggers in Admin center.
- Ticket transcript visibility settings: Transcript visibility settings are now configured in Admin Center under Objects and rules > Tickets > Settings. For more information, see Managing messaging transcript visibility.
Key changes to be aware of
Rollout segment: Messaging backend changes are only applicable to new customers creating Zendesk accounts after the rollout.
Opting out of messaging: With the messaging backend changes, customers will no longer be able to opt out of the messaging product on a self-serve basis. If you would like to opt out of messaging, fill out this form.
Messaging conversations continuity: For customers who decide to opt out of the messaging product and are interested in using Zendesk Chat:
- All messaging tickets (including social messaging) created when a customer was on messaging will lose ticket continuity.
- Any further engagement on the same conversation will lead to a new ticket powered by the Chat backend.
Customers are advised to close all messaging tickets before opting out of messaging.
No support for mobile apps
Initially, Support mobile apps will not be compatible with messaging tickets. Agents will see a banner when they try to open messaging tickets: “Sorry, messaging tickets are not supported in the mobile app at present”. This is a short-term limitation that will be resolved before the end of Q2 2024.
Questions and feedback
If you have questions or need assistance, contact Zendesk Customer Support. If you have product feedback or feature requests related to this announcement, visit our community forum where we collect and manage customer product feedback.