Considering one or multiple Zendesk instances

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14 Comments

  • Francis Engbert

    What are the effects of one agent using multiple instances with Talk? Can one agent receive and accept calls from two Zendesk instances, obviously one at a time?

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  • Brett - Community Manager
    Zendesk Community Team

    Hi Francis,

    Since these are treated as two separate accounts the agent should experience any issues with appearing online in either account. If a call arrives in Account A they would be able to accept the call. If a call arrives in Account B they would still have the option to accept the call but I would recommend against that to prevent any confusion from the caller.

    Let me know if you have any other questions for me :)

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  • David Lyon

    Currently, we have multiple brands on a single Zendesk instance and it is working really well. I'm curious to know if there is an established process in the case where an existing brand needs to be migrated into its own new instance?

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  • Brett - Community Manager
    Zendesk Community Team

    Hey David,

    There are a couple of options you have for migrating your data over from one Support account to another. More information can be found in the following article:
    Merging or migrating data between Zendesk accounts

    One app that may be worth looking into is the Help Desk Migration app which I've linked for you. Since this is a 3rd party integration you'll want to reach out to the developers of the app directly should you have any questions.

    Hope the above helps!

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  • David Lyon

    Thank you Brett, that is just what I was looking for

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  • Brett - Community Manager
    Zendesk Community Team

    Happy to help David!

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  • Andrew Moskowitz

    Is there a process to combine instances if you're already on multiple and want to consolidate?

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  • Ricardo
    Zendesk Community Team

    Hello Andrew Moskowitz!

    There isn't a feature or a process that allows you to merge two desks into one. However, you can use the API to move content from one instance to another. See https://support.zendesk.com/hc/en-us/articles/228923327-Merging-or-migrating-data-between-Zendesk-accounts- 

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  • ServiceDesk

    Hello!

    I have a demand to manage multiple accounts.
    Is there a unified management of different accounts, but similar or multibrand?

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  • Ricardo
    Zendesk Community Team

    Hello!

    If you have two separate instances, there isn't a unified management place. You will need to manage each account separately.

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  • Joaz Vieira

    olá!

    consigo criar um template de configuração. Para aplicar em novas contas?
    Mesmo que o gerenciamento seja separado, ao menos o tempo de implantação pode diminuir.

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  • Ricardo
    Zendesk Community Team

    Olá, Joaz! Tudo bom? :)

    Não existe um template de configuração para contas do Support em geral. Dependendo da configuração a que se está a referir, você ou o team de developers da sua empresa podem utilizar o Zendesk API. Por exemplo, você pode pegar uma lista dos seus gatilhos usando List Triggers e depois usar Create Trigger para criar o gatilho na outra conta.

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  • Vasudevan Srinivasan

    Hi, 

    We have two Jira Cloud instances, lets call it Jira A (project A) and Jira B (project B). Each of them are configured to use its own ZenDesk instance A and B respectively.

    We would like to merge the Jira B instance into Jira A instance. We have validated with Atlassian the steps to migrate Jira B into Jira A.

    Unfortunately we are blocked by ZenDesk configuration, which apparently does not allow two ZenDesk instances to be configured from a single Jira A instance, so we can maintain support of both Project A and B.

    Specifically I'm looking to do this:

    1. Migrate Jira B (Project B) into Jira A (now Jira A will have two projects - A and B)

    2. Retain Zendesk A for Project A in Jira instance A

    3. Add / Migrate / Configure Zendesk B for Project B in Jira instance A

    4. Jira B will be discontinued

    In summary, we want to manage two ZenDesk instances A and B from a single Jira Cloud instance A, for two Jira Projects A and B respectively.

    Is the above possible with ZenDesk?

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Vasudevan,

    You can only have a single Jira instance integrated with a single Zendesk instance at this time. If you have to separate Zendesk instances then this should be possible as long as you only have Jira A with Zendesk A and Jira B with Zendesk B.

    Additionally, if you're on the Support Enterprise plan and have access to the Sandbox feature, you can link Jira A with your production account and Jira B with your Sandbox account.

    Let me know if I'm misunderstanding your question!

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