Considering one or multiple Zendesk instances

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8 Comments

  • Mike Jang

    Is it possible to have subscriptions for two teams at different levels (such as Professional and Enterprise)? If so, can the two teams share content, specifically Zendesk articles?

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  • Jason Schaeffer
    Zendesk Customer Care
    Hi Mike.

    I am afraid the core subscription is only possible to be at one level per instance. You can use different roles within said products for different groups of agents however. There is more information on that below:

    About-team-member-product-roles-and-access

    I hope that helps!
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  • Ravindra Singh

    Is there a way, we can create HR instance of Zendesk in our current domain: https://xyz.zendesk.com/, since HR group will have sensitive information, so we do not want even the admin of https://xyz.zendesk.com/ to have access for that. So, please suggest how can we achieve that.

    3
  • Malte (Leafworks)

    Hi Ravindra Singh, for this use case Zendesk recently released private groups (Enterprise only).

    https://support.zendesk.com/hc/en-us/articles/4988173561370-Creating-private-ticket-groups-and-granting-agents-access

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  • Anthony C

    What are the ramifications if I connect two Zendesk instances to one SF org (during an org merge, for example)?

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  • Nara
    Zendesk Customer Care
    Hi Anthony, currently the integration can only support a single connection between one Zendesk account and one SFDC account. It is not currently possible to natively connect multiple ZD accounts to a single SFDC instance.
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  • Kaushal Sheth

    Can Zendesk create separate web widget channels for each of our web apps and organize tickets based on their source?

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Kaushal,
     
    Zendesk allows for the creation of separate web widget channels for each of your web apps. You can make use of the multibrand feature and enable a web widget for each brand (each app). For reference, please see this article: Creating Web Widgets for multiple brands.
     
    In addition, you can arrange or filter your tickets according to the source or widget brand by utilizing the ticket branding in your ticket views. You can refer to this article for more information: Using views to sort your branded tickets.
     
    I hope that helps! Thank you.
     
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