Attach multiple Zendesk domains, single Slack team

49 Kommentare

  • Annemiek Ferket

    Hi David,
    This is a big issue for us too. We are very enthusiastic about the side-conversations and we would like to use it with Slack, but only one (of many teams that work with Zendesk) team is able tot active the Slack integration at the same time.

    Our use case: 
    We make a lot of different software products in our company (1200+ employees). A number of those products have their own Zendesk-space (because every product has it's own servicedesk). That makes sense I think. On the other hand, our company has chosen to put everybody in the same Slack instance to improve collaboration over teams and facilitate internal communications for the company as a whole. Makes sense too.

    Hope to have presented you a useful use case.

    2
  • Dana Dixon

    Annemiek your zendesk setup makes total sense to me, if teams don't need to cross collaborate it's actually much harder to administer and is much more complex than it needs to be throwing everyone in same zendesk bucket. The entire company on the same slack instance however makes total sense. Meanwhile people are putting one team on zendesk, another on freshdesk or using Zapier as a middle man. It's lame... I think what zendesk fails to realize is many organizations have almost completely shifted away from email for internal communication. 

    2
  • Hello. This would be helpful for us too. We are using two different Zendesk instances for two different teams (Partner Support and User Support), since functionalities needed are different. We would like to enjoy side conversations in both, but at the moment it's not possible to have Slack integrated twice. Do we have any updates on this? Thank you!

    0
  • Rob Moore

    +1

    0
  • Hi Thread! We solved for this by using Zapier. It's not perfect but we're a good 96% of the way to getting everything we need. It runs multichannel and can be replicated across difference instances. 

    0
  • Tim Overeem

    Hello, would love to hear updates on this. Do you recommend the Zapier integration in the meantime?

    0
  • Tim Overeem

    Hi, any news? David Gillespie

     

    The Zapier integration is not fitting, as it doesn't allow side conversations and/or internal notes to be used.

    0
  • Forrest Doud

    Bumping this to chime in on the need for this as a single Slack instance is pretty standard for most companies. I'm configuring a new second Zendesk instance currently and just found out the hard way by breaking Slack integration for our existing domain that only one support domain is supported. Seems kinda ridiculous to have to go purchase another 3rd party tool subscription (Zapier) in order to do this.

    0
  • Joel Mayer

    +1 for the very same practical reasons already mentioned here.

    0
  • Mark Smith

    For those of you who still need this, I've found a work around that avoids using Zapier.  Hopefully you'll find this helpful.

    You can configure Zendesk to send an email to a specific slack channel's email address.

    First, you'll need to generate an email address for the slack channel you want notifications in.  You can find the instructions here

    Next, in Zendesk, within the admin settings, under "Apps and integrations" select "Targets".  Create a target for new tickets, and a target for ticket updates. 

    My configuration for the new tickets target:
    Subject: A new ticket has been assigned to {{ticket.assignee.name}}
    Email: The email address for your slack channel

    My configuration for the Ticket Updates target:
    Subject: Ticket Update: {{ticket.title}}
    Email: The email address for your slack channel

    You'll then need to create two new triggers.  One for new tickets, one for ticket updates.

    My configuration for new tickets:
    Conditions:
    Ticket > Ticket | is | Created
    Actions:
    Notify by > Target | <The name of the target you configured for new tickets>
    Message:
    Ticket URL: www.{{ticket.url}}
    Requestor: {{ticket.requester.name}}
    Assignee: {{ticket.assignee.name}}
    Subject: {{ticket.title}}
    Description: {{ticket.description}}

    My configuration for ticket updates:
    Conditions:
    Ticket > Ticket | is | Updated
    Ticket > Status | is not | Closed

    Actions:
    Notify by > Target | <The name of the target you configured for ticket updates>

    Message:
    Ticket URL: www.{{ticket.url}}
    Requestor: {{ticket.requester.name}}
    Ticket Status: {{ticket.status}}
    Assignee: {{ticket.assignee.name}}
    Subject: {{ticket.title}}
    Comment: 
    By: {{current_user.name}}
    {{ticket.latest_public_comment_html}}

    1
  • Forrest Doud

    Mark Smith Thanks so much for posting this. While not a full solution for those using/needing all the Slack integration features it's perfect for my situation where we just use them for notifications on new tickets. Super easy 5 minute setup and I literally just cancelled our Zapier subscription now.

    0
  • Shawna James
    Community Product Feedback Specialist
    Hi all, thank you for your continued feedback here and Mark for providing this workaround. I hope this can help others. As David previously noted, this thread continues to be monitored for feedback and we will provide updates as soon as there is more information to share. Thanks again!
    0
  • Olivia Correa

    Hi! We are looking for a workaround so we can use Side Conversations in our second Zendesk domain, any suggestions how we can do this? Thanks! 

    0
  • Christine
    Zendesk Engineering
    Hi Olivia,

    Side conversation notifications are sent from the support address associated with the ticket that the side conversation is on (for example, support@yoursubdomain.zendesk.com).

    If you have multiple brands and support addresses, side conversation notifications come from each of your support addresses (for example, support@brand.zendesk.com).
     
    Optionally, you can use the Select an Address app to control the email address that side conversation notifications are sent from. For example, the app allows you to change the default support address associated with a ticket.
    0
  • Tim Overeem

    Hi Christine,

    Thanks for the reply, e-mails aren't the same as the regular chat that the Slack integration allows. Any tips for that? How to set-up a chat with Slack, with a second domain?

    0
  • Olivia Correa

    Hi Chistine, 

    Slack has a limitation for linking just one Zendesk account (domain) per Slack workspace, my question is for a workaround on this limitation. I was referring about our second Zendesk domain (not brands within the same Zendesk domain), we would like to know if there is a way we both teams (using different Zendesk domains) can benefit from the Slack integration with Zendesk. 

    Thanks! 

    0
  • Antonius

    +1

    I would like to see this feature developed too.

    0
  • Stuart Pascua

    It would be useful to connect multiple Zendesk Domains to a single Slack workspace. I had to sacrifice my Zendesk <> Slack integration to a different team since they get more tickets and I really miss having the feature. It's cumbersome to create Zendesk tickets from slack without the integration

    0
  • Virginia (Carrot Fertility)

    Stuart Pascua - if you org allows, you can zapier. it's not ideal and the files don't transfer over, but it's better than manually creating tickets. 

    0

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