Considering one or multiple Zendesk instances

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6 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

    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

    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

    Happy to help David!

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