How Zendesk removes support for external technologies (browsers, devices and integrations)?

Just like all software, there are external technologies that can influence the services and features we can offer. Technology and businesses change all the time. Many improve, but some become dated or even decease.

Zendesk is sometimes able to predict, or even control, when those external technologies affect our software. Sometimes we have to react quickly, and with little notice. As a result, we are unable to commit to the same notice periods as our main software offerings.

External technologies defined

The following defines a number of technologies that Zendesk considers as external, and as such our usual policy around feature removal timings and warnings do not apply.

Browsers - Everyone has a favorite (and those they loathe!), and it's generally how you access the web and Zendesk's software. Every browsers is a little different from the other, including having different support for different web technologies. Some of this support also has an impact on your security on the web. Browsers run on both desktops or laptops, as well as mobile devices.

Operating Systems - This is the underlying platform that all of your software runs on. This includes, but is not limited to: Microsoft Windows, Apple OSX, Google Android, Apple iOS. Operating Systems run on devices. Operating systems run on both desktops or laptops, as well as mobile devices.

Web Technology - Technology progresses at an ever increasing rate, and Zendesk makes use of a number of web technologies. These are usually developed by external companies, but Zendesk also produces its own technology. Web technologies includes, but are not limited to: Java, WebRTC, Data Protocols, Node, Radar. Both Browsers and Operating Systems can also have negative impacts on Web Technology.

Programming languages - You could consider this a type of web technology, though they're normally much more stable than web technologies. Nonetheless, languages do change over time. Those changes sometimes remove functionality, and sometimes introduce it. The introduction and removal is usually affected by changes in Browsers and Operating Systems. Programming languages include: HTML, JavaScript, CSS, Ruby, Python.

Integrations - Zendesk has good control over its integrations. Integrations occur when Zendesk combines forces with another software, service or platform. Those services, platforms and software can also integrate with Zendesk. Because those services, platforms and software are maintained by other companies, they can introduce changes that may results in that integration now longer being viable. Similarly, Zendesk can also make changes which negatively impact integrations.

Governing bodies - OK, not strictly a technology. Zendesk is a global company, and as a result we are affected by the laws and restrictions of various governing bodies. This can include countries themselves, or indeed political unions such as the European Union.

This is a non-exhaustive list of external technologies.

Removal of support for external technologies

The removal of support for an external technology usually means that Zendesk will continue to operate when using those external technologies. However, how well Zendesk operates entirely depends on the external factor themselves. It is not possible for Zendesk to predict when, how or to what extent Zendesk will perform undesirably with those external technologies.

Browsers and Operating Systems are the most common technologies that will experience removal of support, because these are the external technologies which change often. For example, Internet Explorer 9 and Internet Explorer 11 are completely different browsers. They have different support for web technologies and programming languages, as well as security.

Communicating removal of support due to external technologies

Due to the nature of external technologies, it is not always possible for us to provide the same amount of notice as we do for those technologies that are under our control.

Where possible, here is what Zendesk will do:

Attempt to provide at least 90 days notice when a breaking change may occur due to external technologies

Attempt to provide at least 30 days notice when we can no longer support an external technology. Removing support for an external factor does not mean immediate breaking changes

Attempt to provide as much information behind why an external technology is negatively impacting your use of Zendesk

Attempt to provide as much assistance as is reasonable for you to use an alternative external technology to continue use of Zendesk

Unfortunately, some external technologies do not offer us much - if any - notice when a change they make breaks or negatively impacts Zendesk functionality.