When we built our first version of Commerce, very few support desk systems were available. The support desk you have in Commerce today results from our need for a ticket system we could use. Now, there are many email support desk solutions that are a significant improvement on what Commerce offers. Therefore, as we start to shape Commerce into its new form as a robust and feature-rich community commerce tool, we made the decision to deprecate the support desk feature so we can use those resources to build ways to monetize and build your community.
Of course, we realise this may cause concern for the few that use it heavily, so I wanted to let you know that:
We will help anyone that uses the support desk feature to find an alternative and plan a migration.
We will create and strengthen native APIs to enable apps like Zendesk and Helpscout to access your community data for use in custom fields, etc.
We will work with you to help migrate your data. Please contact us if you'd like to learn more about migrating support data to another service.