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Announcing co-location of live chat and ticket service data



Edited Oct 05, 2023


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9 comments

Manik Jain - Will this happen more than once for our account? Our data was moved last month. but now we're seeing a banner again stating data will be moved Dec 14, 2023.

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Jessica G.

Zendesk Customer Care

Hello Michael Mulligan! Thanks for the question! This specific move is only supposed to happen once per account. What I believe could have happened in your case last month was this other update: Upgrading from Legacy Chat standalone to Chat Phase 4. If you'd like us to check and reconfirm, please raise a ticket with our Support team with your subdomain detail and they'll be happy to do so :) 

Edit: After some digging, a SANDBOX is also considered an individual account - so that could be the case for you! :) 
Edit 2: I have done some further checking and unfortunately, if the move fails at any time, it will be rescheduled silently, and only the banner updated with a new date. 

Thank you again for the question! :) 

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Hi, @...
1.Does the system's automatic reply take effect during the transfer process?
2.Since we do not provide immediate customer service on Saturdays, does this mean our maintenance will occur on Saturdays, or is there any way for us to know in advance when it will be performed?

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Dane

Zendesk Engineering

Hi Nate,
 
It will be for the entire channel. so it is expected that any feature associated with those channels will also be affected. It's possible that you will have a banner on your account informing you of the date. However, due to multiple factors, the most accurate date can be provided 72 hours before the said move. 

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Hi Dane,

Thank you for your information, so Answer Bot will not be able to take effect during maintenance, right?

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Manik Jain,  I am not sure if this makes sense or if I misunderstood the upcoming activity fully, idk. Anyway, it says "Chat Data Move"; what happens during this time? does this mean, the chat history will no longer be accessible under "History" or what kind of chat data will be moved to where? if so then how would we be able to access the chats? Looking forward to your advice 

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Dane

Zendesk Engineering

Hi Achutha,
 
It will just be the location of service data. Once completed, you can still access all your chat data.

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What will the customer experience be during the downtime? What will they see when they look for the chat bot?

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Tony

Zendesk Customer Care

Hi there,
During this data move, all messaging channels and the live chat channel will be unavailable for your account. Any ongoing chats will be disconnected at the start of this period, and all agents will be required to refresh their browsers at the end of the activity to get prompted to sign in and reconnect.
 
Best,
 

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