• Commentaire officiel

  David Gillespie

  • 9 juin 2023 05:51

  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

• Joe Bainbridge

  • 20 avril 2022 13:34

  @...

  Hey - Would be great to understand if there's been any developments on this. Looking to add a second sub-domain to our current workspace on Slack. Is this still unachievable? Have there been any updates regarding this topic?

• Anjali Nambiar

  • 27 avril 2022 04:23
  • Modifié

  Hi

  We have 2 Zendesk instances with different domains and would like to integrate them into one slack instance. Is there a plan for when this update would be available?

• Louis A.

  • 6 mai 2022 10:31

  Hello. 
  Is there any update on this ?
  My team is running into the same problem.

• 田中 里絵

  • 6 juin 2022 12:08
  • Modifié

  Hello. I strongly request an update on this issue.

  We have a single Zendesk subdomain with Enterprise plan. 

  When we create a sandbox, as you know, an additional subdomain is created at the same time but the slack integration app is not copied. Some macros, which are using slack side-conversation feature, are not copied either. Sandbox with limited functionality makes no sense to us.

• Sydney Neubauer

  • 23 juin 2022 18:54

  +1 we have a rather large team and we are constantly changing. We need the ability to link multiple Zendesks to the same slack instance

• Devin Harrington

  • 25 août 2022 18:18

  This is a feature that is very necessary for our use case. Our company would benefit greatly from having multiple subdomains in Slack. We have external support for our product utilizing Slack, and would also like to allow our internal IT support to do so as well. Without this feature, we will have to look at alternative solutions.

• Carrot Fertility, Inc.

  • 7 février 2023 14:44

  Wanted to share with others on this thread that I found a hack to make two instances work with one slack. Reach out if you need help.

• Laury Turcios

  • 9 février 2023 18:52

  Hey Carrot Fertility, Inc. , would you mind sharing?

• Annemiek Ferket

  • 21 avril 2023 07:56

  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.

• Dana Dixon

  • 21 avril 2023 13:31
  • Modifié

  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. 

• Timon Ruban

  • 25 janvier 2022 13:33

  Hi, I think I just ran into the same issue. We have two brands (with different help centers and subdomains) on Zendesk and would like to integrate both chats (powered by Zendesk) on these products with Slack. Am I interpreting this correctly that this is not possible currently? Any workarounds you know of?

• Luis Cosio

  • 20 avril 2022 15:43

  Any updates on this? Interested in the same thing.

• Dana Dixon

  • 25 mai 2022 22:46

  Same issue please add feature, shouldn't take years...

• Marc Howe

  • 27 mai 2022 18:53

  Seems we have the same problem as everyone commenting here; two separate Zendesk instances used in our company and one Slack, and it's causing a lot of pain not being able to integrate our latest zendesk instance. Happy to discuss our use-case anytime if it helps gain traction on this issue. 

• Chase Wilbanks

  • 7 septembre 2022 19:58

  We are encountering the same issue. We have one Zendesk domain for internal IT support and a separate Zendesk domain for external support. We would love to use the Zendesk Slack app for both domains within the same Slack workspace. 

• Chris Thornton

  • 14 septembre 2022 22:42

  Currently running a trial of Zendesk and have hit this issue also. I have two subdomains, but only one Slack account for our company. David Gillespie

• Dana Dixon

  • 14 septembre 2022 22:48

  @... any updates here?

• Tom Walker

  • 16 septembre 2022 21:22

  +1 to this needing to exist. We use Zendesk and Slack to support our customers and have integrated the two for this purpose today, but our internal IT team uses Zendesk as well. IT currently is at a disadvantage seeing two integrations are not supported. Please and thank you!

• Dana Dixon

  • 19 avril 2023 15:28

  Starting to wonder if anyone at Zendesk even monitors this forum, crickets...

• Mark Smith

  • 20 octobre 2023 19:00

  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}}

• Chuck Todd

  • 21 juin 2021 18:43

  Hi @... just seeing if there was any update on this functionality.

  We have the same situation with two Zendesk accounts, but we need to share a single Slack instance.

  Thanks

• David Gillespie

  • 22 juin 2021 00:17

  Zendesk Product Manager

  Hi @...,

  Thank you for your feedback. There's no update at this point but we've taken on board your request.

  Thanks,

  David

• Kevin Sarpu

  • 17 février 2022 23:31

  I have a very similar problem as Brendon. My company requires this also. We have two separate support accounts at Zendesk for two different products, but I don't think Zendesk allows you to connect both Zendesk accounts to one Slack workspace. Seems odd because Zendesk has an enterprise plan that allows for multiple brands. But with the current feature set, you can only integrate slack for one brand.

  David Gillespie any update on making this enhancement?

• Sean Bourke

  • 21 février 2022 06:18

  Zendesk Product Manager

  Hi Timon Ruban and Kevin Sarpu,

  Thank you for sharing your feedback. While there are no updates available at this point, I've recorded your feedback.

  It would be great to connect and understand your use cases better, while also understanding how you're using Slack today. 

• Carrot Fertility, Inc.

  • 2 décembre 2022 18:36

  In order to bring more instances into Zendesk's front end, we need this to work on the backend as well. We're going to be forced to shop ServiceNow and other ticketing systems in order for it to work with Slack. 

• Phil Preston

  • 7 février 2023 09:10

  Same issue here.  We are trying to have our Zendesk Domain and our Zendesk Sandbox environment come into the same Slack.

  We were able to do this with the Zendesk Legacy app, but seems the new app does not allow this.

  Any update on whether this is being worked on?

• Mark Smith

  • 6 mars 2023 22:14

  Carrot Fertility, Inc. I'd like to know the answer to this one as well.

• Carrot Fertility, Inc.

  • 6 mars 2023 23:36

  Zapier supports mutlichannel slacks to create/update zendesk ticket. 

  There are some limitations but certainly propels us to about 80% to getting where we need to be.

• Jared Young

  • 19 avril 2023 15:03

  Any update on this? We have 3 different Zendesk sub-domains but one Slack instance. This would be beneficial to be able to natively use a feature like this. 

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