Attach multiple Zendesk domains, single Slack team

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.

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 for the very same practical reasons already mentioned here.

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.

Hi, any news? David Gillespie

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

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

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

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. 

+1

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!