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Merging Zendesk Accounts

  • March 12, 2018
  • 2 replies
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W

Hello,

My company just merged with another company.   We both use Zendesk and our respective Zendesks are integrated with separate Jira accounts and two separate Salesforce accounts.   The new combined company will support the two separate product lines for the next 1-2 years and will also support a new product platform starting in 6-8 months.   I'd like to know what best practices and options there are for merging the Zendesks.   Is there a way to have one Zendesk login but be able to toggle back and forth between product lines?   I assume we can use tags to create views that separate the product lines.   One problem I see is creating Jira tickets from the Zendesk support cases.   Since we have two separate Jira accounts, can Zendesk be configured so it knows what Jira account to create the Jira ticket?  

Any tips or documentation on the subject would be greatly appreciated.   

Thanks,

Wayne

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    2 replies

    J
    • Jessie17
    • March 12, 2018

    Hi Wayne! Welcome to the Community!

    I'm going to move your post over to our Q&A area to make sure as many eyes see it as possible. Hopefully some of our Community members will have some insights to share with you!

    A
    • Anil13
    • March 14, 2018

    Hello Wayne,


    I read your case, so basically in future, you would be having 1 Zendesk account, 2 Jira Account and 2 Salesforce Account, right?

    You are right about categorize tickets on the basis of tags and create different views for them.  

    1. For one time tickets import, you can use Zendesk APIs. By this, you can merge your tickets from 1st to 2nd instance.
    2. On your main concern about to know from which Jira account tickets are created. One Zendesk account with 2 Jira Account integration is not possible. Please check here.
      However, you can use Zendesk APIs for second Jira Account and by this process, you can also differentiate between two Jira Account by sending some other tags.
    3. For synchronization between Jira cases and Zendesk tickets, you can think about Triggers (Admin >> Business Rules >> Triggers) and Jira Targets (Admin >> Settings >> Extensions >> Jira Target) but I'm not sure about the Jira Accounts like how Jira process. Here are some apps Connect Zendesk & Jira IntegrateCloud, Zendesk Support for Jira for references.

     

    Hope it helps.

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