Announcing multi-instance support for the Salesforce integration ticket view

Announced on	Rollout starts	Rollout ends
June 11, 2025	June 11, 2025	June 25, 2025

We are excited to announce the launch of multi-instance support for ticket view in the Salesforce integration. Now, you can connect one Salesforce organization to multiple Zendesk accounts—or multiple Salesforce organizations to a single Zendesk account—for ticket view. 

This expansion builds on our earlier commitment and brings the multi-instance capability, previously available only for the Salesforce app for Zendesk support, to ticket view. We’ve also introduced improvements to ticket view performance and user experience.

This announcement includes the following topics:

• What's changing?
• Why is Zendesk making this change?
• What do I need to do?

What's changing?

You can now connect multiple Zendesk accounts to a single Salesforce organization for ticket view, and vice versa. This allows admins to manage and view tickets across different Zendesk accounts within the same Salesforce organization, improving flexibility and bringing more value to your integration. Admins can connect more accounts by following these steps.

Additionally, we've increased the number of records displayed per page in the ticket view in Salesforce from 5 to 10, providing a more comprehensive and efficient ticket management experience. Follow these steps to configure the ticket view.

Why is Zendesk making this change?

We heard from customers that the single-instance limit was a major challenge for both ticket view in Salesforce and the Salesforce app for Zendesk Support. In response, we’re excited to bring multi-instance support to both features. This update delivers on our promise of better connectivity and a smoother user experience by extending multi-instance capabilities to ticket view.

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.

If you have any feedback or questions regarding this announcement, visit our community forum, where we actively collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.