On the 1st February 2019 (PST) we will be retiring the legacy outbound.io domain shown below.
In preparation for this and to ensure there is no loss of access to Connect, accounts using dashboard.outbound.io will be transitioned to a Zendesk subdomain to continue to access Connect.
If your Connect account is using dashboard.outbound.io to log in, please read on.
What is changing and why
This change is part of our continued integration of Connect and Zendesk.
It will make it easier for Connect customers to use Connect with other Zendesk products and will standardise how all customers access Connect.
The change will occur in the following order;
- We will transition accounts using outbound.io on to a Zendesk subdomain (all data retained)
- We will invite Connect team members to set a new password
- We will retire the outbound.io domain
There are both immediate and long term benefits of accessing Connect via a Zendesk subdomain.
In the immediate, it allows Connect customers to use the Connect and Zendesk Support integration, web push and Web Widget integration and merge users from multiple sources. It also allows customers to trial other Zendesk products under the one Zendesk account.
In the long term, it means Connect customers reap the product development benefits of Zendesk and Connect's further integration with Zendesk's products.
Who is impacted
Only Connect customers who are using dashboard.outbound.io to log in to Connect.
If you are already accessing Connect via a Zendesk subdomain, you will be unaffected by this change.
We will reach out to everyone impacted prior to the change and let you know how it will affect you and what you need to do. We also recommend you read this article.
When will the change happen
We will be transitioning accounts and inviting team members to set a new password on the 15th January 2019 (PST).
We will be retiring the outbound.io domain on the 1st February 2019 (PST).
What will you need to do
Immediately after transitioning your Connect account to a Zendesk subdomain, all team members will be invited to set a new password. This invitation will be sent to the team member's registered email address. To maintain account security, we cannot retain passwords being used to access Connect on dashboard.outbound.io once transitioned.
After this, logging in to Connect will be via <subdomain>.zendesk.com/connect, example shown below.
Selecting a Zendesk subdomain
As part of the transition, if you don't have one, we will create your Zendesk subdomain. The subdomain is commonly the name of the company, for instance "acmecorp.zendesk.com".
As a basis for selecting the subdomains, we will use the company name in Connect. We have not yet confirmed subdomains, but we will send an email confirmation of your subdomain prior to the change taking effect.
If you would like to request a specific subdomain, you can simply update your company name in Connect or email us.
Using an existing Zendesk subdomain
If you company is already a Zendesk customer, you may already have subdomain that you'd like to use. This is possible, but must be done manually, so please email us.
Frequently asked questions
Will this affect my Connect service?
The change will only affect how you log in to Connect from 1st February 2019. All campaigns will continue to run and all event and user data will continue to be processed as you would expect.
What will happen to my customer data in Connect during and after?
No customer data will be touched when we transition your account to a Zendesk subdomain. The only changes will be made to the log in method that you use to access Connect.
Will this affect the domain emails are sent from Connect?
No. This change will only affect how you log in to Connect.
Who will be my Zendesk account owner?
By default we will set the oldest active team member in Connect to be the Zendesk account owner. We will confirm who this is when we contact you.
If you would like to request the Zendesk account owner to be someone other than who we've selected, please email us.
We log in using Google Auth, can we continue to do this?
Yes, but the Account Owner must activate it first.
If you require Google Auth, please email us so we can walk your Account Owner through how to active it.