| Announced on | Rolled out |
| June 12, 2024 | May 14, 2024 |
The team is excited to introduce the in-ticket notification of End of Life (EOL) for the Legacy Social Messaging app, which aims to provide proactive alerts to customers regarding the upcoming retirement of this legacy feature. This initiative underscores Zendesk's commitment to enhancing customer experience by ensuring transparent communication about changes impacting their workflow.
Customer impact
This feature ensures that all customers, including those who might have missed standard communication channels, receive direct notifications about the impending EOL of the Legacy Direct Social Messaging App and Channels Framework Connector (CFC). Through in-ticket notifications, users will be informed of the upcoming changes, minimizing the risk of service interruptions and allowing sufficient time for necessary actions.
What is changing?
With the introduction of this feature, users will notice a new message appended to incoming comments from the old Social Messaging App and CFC. The message will alert users about the impending retirement of the legacy solution and provide a link for additional information and next steps.
Why is Zendesk making this change?
This change aims to support customers during the final stages of the EOL process, ensuring they are well-informed within their day-to-day workflow. By delivering notifications directly within tickets, Zendesk aims to provide clarity and assistance to impacted customers.
FAQ
- Are we EOLing Channels Framework and Social Messaging Add-on? No, Channels Framework and Social Messaging Add-on are not being end-of-lifed.
- When will we be EOLing the Social Messaging App / CFC? The EOL date for the Social Messaging App and CFC is July 31, 2024.
- Where can I find more information?
Removal of the legacy Social Messaging app - final phase -
How do I know if this impacts me?
You will not see the notification on a ticket
Resources for more information: Removal of the legacy Social Messaging app - final phase
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.