Using a single Zendesk instance means that certain settings are global and apply to all teams. This includes having one subscription plan for all agents, a single email template, and one subdomain. Additionally, there is only one native end-user welcome email and account name. These global settings can limit customization but can be managed with workarounds like using triggers or Liquid Markup for agent signatures and email templates.
Using multiple Zendesk instances can offer greater compartmentalization and flexibility. Each team can have its own fully customizable workflows and end-user experiences, which reduces the risk of changes impacting other teams. This setup allows…
In a single Zendesk instance, business rules such as triggers, automations, views, and SLAs are global and apply to all tickets. This can lead to increased complexity and requires a robust change management strategy. Admins can create rules for…
With multiple Zendesk instances, each instance requires unique logins, meaning agents and end users need to manage multiple sets of credentials. API tokens are global, allowing access to all resources in an account, while OAuth tokens can be scoped…
Using a single Zendesk instance centralizes reporting, making all ticket, user, and organization data available to users with reporting access. However, access to tickets controls access to reporting, and custom reporting is needed to break down…
In a single Zendesk instance, all end users are global, meaning they can access all help centers and submit requests to any team. This setup simplifies user management but limits customization of end-user permissions. In contrast, multiple…
The Zendesk JIRA integration is one-to-one, meaning you cannot link multiple JIRA integrations to a single Zendesk Support account. This limitation requires separate setups for each Zendesk instance if multiple JIRA integrations are needed,…
No, Zendesk does not support different subscription levels for different teams within a single instance. All agents must be on the same plan type. However, different roles can be assigned within the products to accommodate various groups of agents.