Zendesk and Slack are efficient customer support tools. Zendesk has a robust ticketing system, while Slack is a powerful communication hub for teams. Together, they are even more powerful.
For businesses managing multiple products or services, using multiple Zendesk instances may be necessary to support different teams or departments. However, this can lead to fragmented communication.
Funneling support conversations from multiple Zendesk instances into one Slack team can revolutionize how companies collaborate. For a long time, this integration was complex and required workarounds. But now, Zendesk has finally rolled out multi-domain integration, making it easier for businesses to centralize their support efforts in Slack.
In this blog, we’ll explore the need for multi-domain integration and advanced tools to simplify the process.
Need for Multi-Domain Slack Zendesk Integration
As businesses grow, their customer support needs evolve. Companies that manage different products and operate in multiple regions or customer segments often need to set up separate Zendesk instances. While this approach works well for organizing support, it creates a new problem for internal communication.
Imagine having to switch between different Zendesk instances and Slack workspaces just to track ticket statuses or collaborate on customer issues. It’s inefficient and prone to miscommunication. The more products you support, the more difficult it becomes to keep everyone on the same page.
Benefits of Using Multi-Domain Support
The benefits of Zendesk’s multi-domain support are clear. By integrating multiple Zendesk domains into one Slack workspace, companies can streamline communication processes and improve efficiency overall.
Key Benefits:
- Unified communication: Teams can now handle all ticket-related conversations from various Zendesk domains in one place, making collaborating and sharing information easier.
- Increased efficiency: No more switching between multiple Slack workspaces or Zendesk instances. Everything happens in one centralized hub, reducing time wasted navigating between platforms.
- Enhanced visibility: Managers and team leads can easily track ticket progress across multiple domains, ensuring no issue slips through the cracks.
Before Zendesk introduced multi-domain support for Slack, integrating multiple instances was difficult, as only one Zendesk domain could connect to a Slack workspace. Businesses used workarounds like forwarding email notifications to Slack, but these were prone to delays and lacked real-time updates.
Slack Zendesk Multiple Domain Integration
Zendesk finally rolled out multi-domain support for Slack. This long-awaited feature addressed the frustrations businesses had been experiencing for years. Now, teams can integrate up to five Zendesk instances into a single Slack workspace, bringing all ticket-related conversations and updates into one centralized communication hub.
With this feature, businesses no longer need to rely on email setups or manual workarounds. Everything happens directly from Slack, with real-time ticket updates flowing in from multiple Zendesk domains.
Key features of Zendesk’s multi-domain integration:
- Real-time ticket updates: No more waiting for delayed notifications. All updates from each Zendesk domain appear instantly in the relevant Slack channels.
- Centralized communication: All Zendesk instances are managed within a single Slack workspace, enabling seamless collaboration across teams and departments.
- Improved visibility: Team members have a clear view of all support tickets from different products or services, making it easier to track progress and respond quickly.
This update significantly simplifies support workflows for businesses that manage multiple products or services. Teams can now focus on resolving customer issues instead of navigating between different platforms.
Prerequisites for Multiple Slack Zendesk Integrations
Before you begin, ensure you meet the following requirements:
- Zendesk Admin Privileges: You must have administrative privileges in Zendesk Support.
- Slack Permissions: You need permission to install apps in your Slack workspace.
- Workspace Ownership: The integration can only be installed on a Slack workspace that you own, not on a shared workspace where you're an external user.
How to Set Up Zendesk Multi-Domain Integration in Slack
Setting up Zendesk’s multi-domain integration in Slack is a straightforward process. Here’s how you can get started:
Step 1: Install the Zendesk App in Slack
You will need to install the Zendesk app for each connection between a Zendesk domain and the Slack workspace. If you have three Zendesk domains, for example, this step must be repeated three times.
- Go to Zendesk Admin Center:
- In your Zendesk Support Admin Center, click on Apps and Integrations in the sidebar. Select Integrations > Integrations.
- Select Slack:
- In the Slack section, click Connect workspace.
- Choose the Correct Slack Workspace:
- If your company uses multiple Slack workspaces, ensure the correct one is selected from the drop-down list in the upper right corner.
- Once confirmed, click Allow.
- Enter Zendesk Subdomain:
- Input the subdomain of the Zendesk account you want to connect to this Slack workspace. For example, if your Zendesk account URL is yourcompany.zendesk.com, enter "yourcompany" as the subdomain.
- Click Continue.
- Authorize Slack to Access Zendesk:
- You will be prompted with a message asking to allow Slack to access your Zendesk account. Click Allow to complete the connection.
- Set Up Notifications:
- After completing the installation, go to the Zendesk Admin Center to configure notifications. You can set triggers for ticket updates, new tickets, and Answer Bot interactions in the relevant Slack channels.
Step 2: Repeat for Each Zendesk Domain
For multiple Zendesk domains, repeat the above steps for each domain. Each time, you'll be linking a different Zendesk account to the same Slack workspace, ensuring all your tickets and notifications from different domains flow into one Slack team.
By following these steps, your multi-domain integration will be up and running quickly.
Go to the Slack channel you wish to integrate with Zendesk and type /invite @Zendesk to add the app to that channel.
While Zendesk’s multi-domain integration is a game-changer, it does come with some limitations. Currently, businesses can only integrate up to five Zendesk domains into one Slack workspace. This may be sufficient for smaller companies, but this cap can still pose a challenge for larger organizations with more complex setups.
If you have been using Zendesk, you will notice that ticket management remains basic and cannot update titles, priorities, or custom fields directly from Slack. There’s minimal flexibility and no support for submitting Zendesk forms within Slack.
This is where ClearFeed comes in. ClearFeed offers an advanced solution beyond Zendesk’s native integration by providing more flexibility and control over how teams manage their support workflows.
Advanced Multiple Domain Integration Using ClearFeed
ClearFeed goes far beyond Zendesk’s native integration by offering a range of advanced features designed for businesses with more complex needs. Here’s how ClearFeed can help streamline and enhance your multi-domain support workflow:
- Multiple Domains Support: ClearFeed removes the five-domain limitation, allowing you to integrate as many Zendesk instances as your business requires. This feature is perfect for organizations managing multiple products or operating in several regions
- Advanced Ticket Management: View and manage ticket properties from multiple Zendesk domains in Slack. You can edit ticket titles, priorities, and custom fields in real-time without leaving Slack
- Zendesk Fields and Forms Integration: You can import Zendesk forms, allowing users to access, fill out, and submit them directly within Slack, reducing the need to switch between platforms
- Customization Options: ClearFeed allows businesses to customize workflows and reporting based on their specific needs, ensuring their support processes run smoothly
- Advanced Reporting and Insights: Track important metrics like response times, SLA performance, and ticket resolution trends, all from your Slack workspace
Whether you manage a few or many Zendesk domains, ClearFeed provides flexibility, customization, and advanced features that enable teams to operate more efficiently. Its ability to update ticket properties, integrate Zendesk forms, and gain deeper insights from within Slack makes it a truly powerful tool for growing businesses.
If you’re looking to streamline your support workflows and optimize your Slack-Zendesk integration, book a demo with ClearFeed today and discover how it can take your support operations to the next level!
