About the removal of Zendesk Chat and migration to messaging

<div class="col-md-9">
<div class="body">
<div class="note attention">
<span class="attentiontitle"></span> Upcoming regional Chat-to-messaging
migration webinars:
<ul class="ul" id="topic_chat_messaging_landing_page__ul_webinars_intro">
<li class="li">
<a class="xref" href="https://zendesk.zoom.us/webinar/register/WN_o-OzBemDT6SIc12eKcr01A" target="_blank">LATAM - August 18, 2026, 3pm BRT</a>
</li>
<li class="li">
<a class="xref" href="https://zendesk.zoom.us/webinar/register/WN_rP6appJjS0-AmEtrk4e_ZA" target="_blank">EMEA - August 20, 2026, 10am BST</a>
</li>
<li class="li">
<a class="xref" href="https://zendesk.zoom.us/webinar/register/WN_wjKmQ0U0RqG_J1svLrqz0Q" target="_blank">AMER - August 25, 2026, 12pm CDT</a>
</li>
<li class="li">
<a class="xref" href="https://zendesk.zoom.us/webinar/register/WN_w1rrL_IwSMiIFTtMBBtZhg" target="_blank">APAC - August 25, 2026, 3pm AEST</a>
</li>
</ul>
</div>
<p class="p">
On January 31, 2028, Zendesk will deprecate Zendesk Chat.
If your account is eligible for
messaging, you must migrate before that date to avoid disruption
to your conversational
support experience. We recommend migrating to messaging as
soon as possible.
</p>
<p class="p">
Messaging supports real-time customer conversations and includes
capabilities that aren’t available in Zendesk Chat. This
article provides an overview of the migration process, including
eligibility requirements, the main migration paths, and links
to related resources.
</p>
<p class="p">This introduction includes the following sections:</p>
<ul class="ul" id="topic_chat_messaging_landing_page__ul_intro_sections">
<li class="li">
<a class="xref" href="#topic_about_chat_eol">About the removal of Zendesk Chat</a>
</li>
<li class="li">
<a class="xref" href="#topic_understanding_migration_process">Understanding the migration process</a>
</li>
<li class="li">
<a class="xref" href="#topic_additional_resources">Additional resources</a>
</li>
</ul>
<p class="p">
As Zendesk Chat’s retirement date nears, we’ll be adding
more information to this guide. Follow this page to receive
notifications about new articles and other resources.
</p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_about_chat_eol">
<h2 class="title topictitle2" id="ariaid-title2">About the removal of Zendesk Chat</h2>
<div class="body">
<p class="p">
Zendesk Chat is a legacy product. It’s currently in maintenance
mode, and it is no longer available to new Zendesk customers.
</p>
<p class="p">
If your account uses Zendesk Chat and is on a Zendesk
Suite or Support Suite plan, or
includes both Zendesk Chat and Zendesk Support, you must
migrate to messaging before
<strong class="ph b">January 31, 2028</strong>.
</p>
<p class="p">
For more information about the removal Zendesk Chat,
see our
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10961214921370" target="_blank">Chat removal FAQs</a>.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_understanding_migration_process">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the migration process</h2>
<div class="body">
<p class="p">
To migrate from Zendesk Chat to messaging, your account
must meet the following requirements:
</p>
<ul class="ul" id="topic_understanding_migration_process__ul_requirements">
<li class="li">
Your account must have a Zendesk Suite or Support
Suite plan, or include both Zendesk Chat and Zendesk
Support.
</li>
<li class="li">
Your account must be using Agent Workspace. For more
information, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4583448479514" target="_blank">Migrating to the Zendesk Agent Workspace</a>.
</li>
</ul>
<p class="p">
If you are on a Chat-only plan (Chat Team, Chat Professional,
or Chat Enterprise) you
are not currently eligible for migration to messaging,
and will receive more
information from Zendesk at a later date.
</p>
<p class="p">The migration process usually includes two parts:</p>
<ul class="ul" id="topic_understanding_migration_process__ul_migration_parts">
<li class="li">
<strong class="ph b">Automated migration</strong>.
The automated migration tool assesses many of your
Zendesk Chat settings, recreates supported settings
for messaging, and adds them to your messaging configuration.
</li>
<li class="li">
<strong class="ph b">Self migration</strong>. Some
Zendesk Chat settings aren’t migrated automatically
and must be reviewed and recreated manually.
</li>
</ul>
<p class="p">
Your individual migration tasks may vary depending on
your current setup. For example, your path may differ
if you:
</p>
<ul class="ul" id="topic_understanding_migration_process__ul_migration_paths">
<li class="li">are migrating for the first time</li>
<li class="li">started migrating previously but didn’t finish</li>
<li class="li">
migrated earlier, then turned off messaging and returned
to Zendesk Chat
</li>
</ul>
<p class="p">
As part of the migration process, you’ll review your
current configuration and decide how you want messaging
to work for your end users and agents. In particular,
you should identify:
</p>
<ul class="ul" id="topic_understanding_migration_process__ul_identify_items">
<li class="li">which settings can be migrated automatically</li>
<li class="li">which settings must be recreated manually</li>
<li class="li">which Chat workflows you want to preserve</li>
<li class="li">
whether you want to adopt additional messaging features
after migration
</li>
</ul>
<p class="p">
The articles in this guide will help you complete the
migration process, help you navigate and set up some
of key messaging capabilities that are not available
in Zendesk Chat, and provide you with use cases and sample
configurations to achieve your goals:
</p>
<ul class="ul" id="topic_understanding_migration_process__ul_guide_articles">
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10893167999130" target="_blank">Overview of the migration
workflow</a></strong>,
a high-level, step-by-step guide to preparing for
and
executing the migration to messaging.
</li>
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10893189125018" target="_blank">Technical readiness
assessment</a></strong>,
questions you should consider and assessments you
should
make when preparing your account – and your team
– for the migration from Chat
to messaging.
</li>
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9435865466906" target="_blank">Migrating your live chat widget to the
messaging Web Widget</a></strong>,
for legacy Chat or Web Widget (Classic)
users, a step-by-step walkthrough of the settings
migration process, with
information on both automated and manual migration
tasks.
</li>
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11085740734106" target="_blank">Replicating common Chat workflows in
messaging</a></strong>,
examples of some of the more common Chat
workflows, with instructions for re-creating them
in messaging.
</li>
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11033444269850" target="_blank">Omnichannel routing from Chat
routing</a></strong>,
an introduction to Zendesk’s powerful ticket routing
engine, with instructions for moving your routing
setup from Zendesk Chat to
messaging.
</li>
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11033323119258" target="_blank">Migrating from Chat analytics to
messaging reporting</a></strong>,
information to help you understand and
set up real-time monitoring – a live, omnichannel
approach to reporting – and
the classic messaging dashboards in Explore.
</li>
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11033443163546" target="_blank">Choosing and creating your conversational
style</a></strong>,
descriptions of a number of ways you can style your
conversational interactions with your customers,
and example workflows for
implementing them.
</li>
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11033533612954" target="_blank">Migrating Chat operating hours to
business hours in messaging</a></strong>,
options you can use to manage
requests that come in when agents are offline, with
links to configuration steps
and strategies.
</li>
<li class="li">
<strong class="ph b"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11033619764122" target="_blank">Setting up the end-user experience for
messaging</a></strong>,
information to help you understand your options
for designing an end-user experience in messaging,
and a high-level walkthrough
of a basic messaging setup, along with links to additional
configuration
options.
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_additional_resources">
<h2 class="title topictitle2" id="ariaid-title4">Additional resources</h2>
<div class="body">
<p class="p">
Use these resources to learn more about migrating from
Zendesk Chat to messaging:
</p>
<ul class="ul" id="topic_additional_resources__ul_resources">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10961214921370" target="_blank">Chat Removal FAQs</a>
</li>
<li class="li">
<a class="xref" href="https://www.youtube.com/watch?v=Q6o8db-iH98&amp;list=PLb00xo9zloI61rN96PRybWoO_xx5ozmbD" target="_blank">Zendesk Deep Dive: Deliver better CX at scale with AI powered Messaging (webinar recording)</a>
</li>
<li class="li">
<a class="xref" href="https://docs.google.com/presentation/d/1BphEF0AQUQojauDOONgTUvY0kccReRcsYTlXwRJHffI/edit?usp=sharing" target="_blank">From Chat to Messaging: Deliver better CX at scale with AI-powered Messaging (slide deck)</a>
</li>
<li class="li">
Best practices:
<a class="xref" href="https://docs.google.com/presentation/d/1BphEF0AQUQojauDOONgTUvY0kccReRcsYTlXwRJHffI/edit?slide=id.g3787bf7934c_0_1939#slide=id.g3787bf7934c_0_1939" target="_blank">Chat-to-messaging migration map (slide)</a>
</li>
<li class="li">
Chat-to-messaging migration customer stories:
<ul class="ul" id="topic_additional_resources__ul_customer_stories">
<li class="li">
<a class="xref" href="https://www.zendesk.com/customer/neon-one/" target="_blank">Neon One</a>
</li>
<li class="li">
<a class="xref" href="https://www.zendesk.com/customer/techsmith/" target="_blank">TechSmith</a>
</li>
<li class="li">
<a class="xref" href="https://www.zendesk.com/customer/accent-group-messaging/" target="_blank">Accent Group</a>
</li>
<li class="li">
<a class="xref" href="https://www.zendesk.com/customer/twinspires/" target="_blank">TwinSpires</a>
</li>
<li class="li">
<a class="xref" href="https://www.zendesk.com/customer/classpass-msg/" target="_blank">ClassPass</a>
</li>
</ul>
</li>
</ul>
<p class="p">Upcoming regional Chat-to-messaging migration webinars:</p>
<ul class="ul">
<li class="li">
<a class="xref" href="https://zendesk.zoom.us/webinar/register/WN_o-OzBemDT6SIc12eKcr01A" target="_blank">LATAM - August 18, 2026, 3pm BRT</a>
</li>
<li class="li">
<a class="xref" href="https://zendesk.zoom.us/webinar/register/WN_rP6appJjS0-AmEtrk4e_ZA" target="_blank">EMEA - August 20, 2026, 10am BST</a>
</li>
<li class="li">
<a class="xref" href="https://zendesk.zoom.us/webinar/register/WN_wjKmQ0U0RqG_J1svLrqz0Q" target="_blank">AMER - August 25, 2026, 12pm CDT</a>
</li>
<li class="li">
<a class="xref" href="https://zendesk.zoom.us/webinar/register/WN_w1rrL_IwSMiIFTtMBBtZhg" target="_blank">APAC - August 25, 2026, 3pm AEST</a>
</li>
</ul>
</div>
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