Announcing multi-instance support for the Salesforce integration

Announced on | Rollout starts | Rollout ends
March 21, 2025 | March 18, 2025 | April 24, 2025

We are excited to announce the launch of multi-instance support for the Salesforce integration with Zendesk Support. You can now connect one Salesforce organization to multiple Zendesk accounts, or vice versa.

This enhancement comes in response to extensive feedback from our valued customers in the Zendesk Community. We have also implemented several updates to improve the integration's configuration, performance, and user experience.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

This update allows admins to connect multiple Salesforce organizations and Zendesk accounts, removing the previous restriction that limited one Salesforce org to one Zendesk subdomain. Admins can connect more accounts by following these steps.

We've also made the following changes to the integration:

A detailed connection information page provides an overview of all accounts linked to a specific Salesforce organization.

Admins can edit the connection name to provide a meaningful identifier that allows agents to distinguish which Salesforce organization the data is being fetched from.

A connection list page allows admins to easily view the features activated for each Salesforce organization.

The admin configuration user experience has been enhanced.

Note: Multi-instance support is currently available for the Salesforce app for Zendesk Support, with plans to enable it for ticket view in the future.

Why is Zendesk making this change?

We have received significant feedback indicating that the single-instance restriction was a major pain point for our customers. We listened to this feedback and are excited to provide multi-instance support for all customers. The visual changes aim to enhance the user experience for both the app and admin configuration.

What do I need to do?

If you have additional Zendesk accounts or Salesforce organizations you'd like to connect, follow these steps to get started!