Announcing co-location of live chat and ticket service data

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7 Comments

  • Michael Mulligan

    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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  • Nate

    Hi, Jessica-G
    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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  • Nate

    Hi Dane,

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

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  • Achutha Shanbhog

    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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