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ANNOUNCING MULTI-INSTANCE SUPPORT FOR THE SLACK INTEGRATION

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David Gillespie

Zendesk Product Manager

Edited Mar 25, 2024

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?
 * Why is Zendesk making this change?
 * What do I need to do?


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.
 * Ticket notifications in Slack look slightly different due to Slack changing
   from legacy message attachments to block-kit. You'll notice the colored
   border on the left side of the message has been removed, which Slack doesn't
   have a replacement for. A recommended workaround is using markdown to add
   emojis within the notification body of your Slack triggers.


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.

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 * Microsoft: Setting up the Zendesk for Microsoft Outlook Integration






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