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Attach multiple Zendesk domains, single Slack team

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Posted Dec 03, 2020

Hi, 

Several teams in my organization have their own Zendesk instances, but we all use a single Slack teams. One of the teams using Zen have already claimed the Zendesk Slack integration, leaving the rest of teams using both Zen and Slack without first party integration options.

Are there any plans to update the Zendesk Slack plugin to allow multiple Zendesk domains in a single Slack team?

 

Ref: https://support.zendesk.com/hc/en-us/requests/5975338


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51 comments

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.

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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. 

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image avatar

Carlota Bergillos

Zendesk Luminary

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!

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+1

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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. 

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David Gillespie

Zendesk Product Manager

Hi Folks,

Just wanted to say a big thanks for the ongoing feedback about this request.

We're still capturing feedback and welcome anyone who would like to have the ability to connect multiple subdomains using the integration.

We don't have an active roadmap for the integration at the moment but this feedback will help inform the roadmap going forward. 

And yes, this feature request is at the top of the backlog for the Slack integration.

Cheers,

David

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

0


Hi, any news? @...

 

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

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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.

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

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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


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.

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image avatar

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!

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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! 

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image avatar

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.

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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?

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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! 

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+1

I would like to see this feature developed too.

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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

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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. 

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Sorry not sure where to ask this question.

I just saw your announcement for Slack integration with multiple Zendesk domains.

I love this! But we don't use Slack, we use Microsoft Teams.  Are there any thoughts about doing the same but with Microsoft Teams?

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