Reasons for Zendesk Social Messaging App Removal
Why is Zendesk removing the Social Messaging App?
Zendesk is removing the Social Messaging App to enhance customer interactions through a unified interface.
The new Agent Workspace integrates social messaging access, covering popular channels like WhatsApp, WeChat, LINE, Facebook Messenger, and Twitter DMs. It also introduces new channels like Instagram DMs and the ability to deploy bots across multiple channels, streamlining conversation management for faster, personalized support.
More related questions
What is happening to the Zendesk Social Messaging App?
The Zendesk Social Messaging App is being removed. As of April 15, 2023, it was taken off the Zendesk Marketplace, and by October 31, 2023, it will no longer be supported for users, except those using Sunshine Conversations integration. Zendesk is…
How can I migrate to social messaging in the Zendesk Agent Workspace?
Migrating to the Zendesk Agent Workspace involves a few steps to ensure a smooth transition. First, enable the Agent Workspace by navigating to Workspaces > Agent Tools > Agent Workspace and clicking the 'Get started' button. After transitioning,…
What happens if I don't migrate before the removal date?
If you don't migrate before the removal date, you'll lose the connection between Zendesk and your social messaging channels. This means that comments and messages from these channels won't be converted into tickets, and you won't receive…
Am I affected by the removal of the Social Messaging App?
You are affected if you've installed the Social Messaging App from the Zendesk marketplace. This feature will be deprecated on October 31, 2023, meaning it will no longer be supported. Users are encouraged to transition to the Zendesk Agent…
What should I do if I'm already using the Agent Workspace?
If you're already using the Agent Workspace but still have the social messaging app, you'll need to set up the required channels within messaging and remove the app. It's recommended to complete this migration well before the removal date to avoid…
What new features does the Zendesk Agent Workspace offer?
The Zendesk Agent Workspace offers a unified conversation experience, providing agents with a complete view of customer interactions. It supports popular social channels and introduces new ones like Instagram DMs. Additionally, it allows for the…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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