Announced on | Rollout on |
March 25, 2024 | March 25, 2024 |
We're excited to announce that the Slack for Zendesk Support integration now lets you connect your Slack workspace to multiple Zendesk accounts! We've launched this capability in response to significant customer feedback in the Zendesk community.
We’ve also made a number of other updates to the integration to improve the user experience and adopt recently released features available through Slack.
Click the video below to watch a demo of these updates.
This announcement answers the following questions:
What is changing?
This update allows admins to connect all their Zendesk accounts to their Slack workspace, removing the restriction that a Slack workspace can link to only one Zendesk subdomain. Admins can connect more accounts by following these steps.
We’ve also made the following changes to the integration:
- A new Zendesk app Home tab in Slack allows admins to connect multiple Zendesk accounts and launch the configuration of each instance. All other Slack users can create tickets from the Home tab.
- Configuration is more streamlined in Admin Center. Admins can add the Zendesk app to Slack channels, turn on side conversations, and manage settings in one place.
- The integration now uses the /zendesk global shortcut for ticket creation, which makes ticket creation faster using fewer keystrokes. Due to how Slack global shortcuts work, when tickets are created the confirmation message will be sent to the Zendesk app, not the channel.
Why is Zendesk making this change?
Customers have provided significant feedback that the single-instance restriction was a major pain point with the integration. We have listened to this feedback and are excited to enable multi-instance support for all customers.
The other visual changes are being made to improve the user experience and move off deprecated Slack platform features.
What do I need to do?
If you have additional Zendesk accounts you’d like to connect with your Slack workspace, follow these steps to get started!
If you have questions or need assistance, contact Zendesk Customer Support. If you have product feedback or feature requests related to this announcement, visit our community forum where we collect and manage customer product feedback.