Forums/Documentation/Zendesk Enterprise

Setting up to manage multiple brand Zendesk accounts (Enterprise)

Anton de Young
posted this on July 20, 2011 11:34

In the Enterprise version of Zendesk, you can manage support for multiple brands by linking separate branded Zendesk accounts to a central Zendesk (known as the hub). Support requests are received by the branded Zendesk accounts (known as spokes) and are automatically shared to the hub, which contains the support agents who resolve the requests. One team of agents supports all of your brands.

To ensure a seamless, branded experience for your end-users, all outbound communication is routed back through the spoke accounts and end-users are never aware that their requests have been handled by the hub.

Important: When you set up your Zendesk account to support multiple brands, be aware that some features function differently than they do in a stand-alone Zendesk. See How the user experience and workflow are affected below.

Linking between the spoke accounts and the Zendesk hub account is made possible using ticket sharing. Sharing agreements are established between the spokes (the senders of support requests) and the hub (the receiver of those requests) and support requests become tickets that are resolved by the hub, as shown here:

Each of the spoke accounts require at least one agent with administrator permissions (this can also be the account owner) who can set up the sharing workflow with the hub Zendesk and customize the look of the spoke accounts.

Once set up, the ticket workflow is managed automatically because the ticket status is synced between the spoke and hub Zendesk accounts (ticket sharing creates a synced copy of the ticket in the hub). When the ticket status is set to solved by agents in the hub, it is updated in the spokes as well. Tickets are then closed within the spoke accounts using an automation (for example, using the default Zendesk automation called Close ticket 4 days after status is set to solved).

All ticket activity is managed in the hub Zendesk. However, all user and forum management is done in the spoke accounts. For more information, see How the user experience and workflow are affected below.

Linking spoke accounts to the hub Zendesk is done in a series of simple steps, as follows:

How billing works

You can add as many spoke accounts as you need. Each account is an Enterprise account that must have at least one agent user. In terms of billing, Zendesk only charges for unique agent users. For example, if an agent is granted access to more than one of the spoke accounts, you will incur only one agent charge for that agent. One charge per agent, regardless of the number of spoke accounts that agent has access to.

How the user experience and workflow are affected

Because of the multiple accounts involved in managing branded Zendesk accounts, some features function differently than they do in a stand-alone Zendesk.

  • User management. All user management is done in the spoke accounts since your users are added to those accounts. No user data is synced to the hub Zendesk. The hub Zendesk is aware of the users as ticket requesters but they are not added to the user database of the hub Zendesk. Adding and editing your user base is done separately in your spoke accounts.
  • Content. Content for the Help Center or Web portal is created and managed in the separate spoke accounts. Since you're supporting multiple brands you probably have content and user issues that are unique to each. Community moderation is also done separately for each spoke. It's not possible to automatically share knowledge base articles to all the spoke accounts. If for example you want the same knowledge base articles in each one of your spoke accounts, you need to create separate articles in each spoke and then copy the content into each article.
  • Chat. Chat works a little differently when managing multiple brands and requires that chats originate from the hub Zendesk. For more information, see Using Chat when managing multiple brand Zendesk accounts.
  • Customer satisfaction ratings. Customer satisfaction ratings in spoke accounts are not quite as detailed as in a single account implementation. In the spoke accounts, you can track the overall satisfaction rating. For more information, see Tracking customer satisfaction ratings when managing multiple brand Zendesk accounts.
  • Custom ticket fields. If you use custom ticket fields, you need to add them to both the hub Zendesk and to any of the spoke accounts that you want to use them in. Just create custom ticket fields of the same types using the same names (in the hub and spoke accounts) and the fields will sync automatically.
  • Advanced Analytics (GoodData). You can report on all the tickets that have been shared to the hub Zendesk using the GoodData report called Created Tickets by Submission Method.

Step 1: Set up your spoke accounts and then contact Zendesk Support

To begin, determine how many spoke accounts you need, create new trial Zendesk accounts for each, and then contact a Zendesk representative and they will set them up as spoke accounts that are linked to your hub Zendesk account.

If you already have a Zendesk account and have added your agents to it and you want to expand it to include spoke accounts, you can of course use your existing account as the hub. You'll also need to sign up for or upgrade to the Enterprise version of Zendesk.

To set up your Zendesk accounts and enable the Enterprise version

  • New customers or Non-Enterprise customers: Contact our sales team if you're interested in upgrading to the Enterprise plan. They will help you through the buying and account setup process. You can contact them via this form: http://www.zendesk.com/company/contact. Explain that you're interested in Enterprise and they will handle the rest.
  • Existing Enterprise customers: If you'd like some help getting started, or have any questions that are not answered in this document, send email to support@zendesk.com. Our support team will provide all the help you need.

Step 2: Set up the ticket sharing agreements

After you've set up your accounts, you create ticket sharing agreements. The agreements share tickets from the spoke accounts to the hub Zendesk account.

To create sharing agreements
  1. Sign in to each of your spoke accounts, one at a time, as an administrator.
  2. Select the Ticket Sharing tab of the Tickets settings page to create the sharing agreement. (This is documented in more detail in Setting up a ticket sharing agreement).

    Note: We recommend allowing both public and private comments and the syncing of ticket tags.
  3. Sign in to the hub Zendesk and accept the agreements (Ticket Sharing tab of the Tickets settings page). All of the sharing agreement requests can be reviewed and accepted.

Step 3: Create the ticket sharing triggers for each spoke account

You now need to set up the workflow that automatically shares to the hub Zendesk all tickets received by the spoke accounts. To do this, you create a trigger for each spoke account.

To create the ticket sharing trigger
  1. Sign in to each of your spoke accounts, one at a time, as an administrator.
  2. Click the Manage icon () in the sidebar, then select Triggers.
    Zendesk Classic: Select the Manage menu, then select Triggers and mail notifications.
  3. Select Add Trigger.
  4. Enter a title for the trigger (for example: Share tickets with hub Zendesk).
  5. Add the following condition:
    • Ticket is Created
  6. Add the following two actions:
    • Share ticket with [your hub Zendesk name].
    • Add tags[enter a tag that identifies the spoke Zendesk account]
      Note: By adding a tag that identifies the spoke account, you can route tickets as needed in the hub Zendesk and also use it to keep track of where tickets originated.
  7. Save the trigger by clicking Create.

Your trigger should look something like this:

Step 4: In the spoke accounts, disable the business rules that notify agents

You also need to deactivate any business rules (automations or triggers) in the spoke accounts that notify agents when a ticket is created or updated. For example, if you're using the Zendesk default triggers, you need to deactivate all of these:

  • Notify assignee of comment update
  • Notify assignee of assignment
  • Notify assignee of reopened ticket
  • Notify group of assignment
  • Notify all agents of received request

You need to do this so that the spoke account agents do not receive notifications. Only the agents in the hub Zendesk should receive notifications; therefore, all ticket activity notifications will come from the hub Zendesk.

Even though you may not explicitly assign an agent to a ticket in a spoke account, one is automatically assigned because it's a required ticket field. Once it's received in the hub Zendesk, an agent is assigned based on the business rules in that Zendesk.

To deactivate a trigger
  1. Click the Manage icon () in the sidebar, then select Triggers.
    Zendesk Classic: Select the Manage menu, then select Triggers and mail notifications.
  2. Locate the trigger you want to deactivate and select Deactivate. This command appears when you move your mouse over the trigger in the list of triggers. The trigger is deactivated and displayed in the list of inactive triggers.

Step 5: Create business rules for tracking and managing shared tickets

This step is optional, but you'll probably want to create business rules in the hub Zendesk to control the workflow and track tickets received from the spoke accounts.

As described in Referring to shared tickets in business rules, you can create business rules that include tickets that you've received via ticket sharing. The following conditions are available for that purpose: Ticket channel is Ticket sharing and Ticket update via Ticket sharing.

With these ticket sharing conditions, you can create views in the hub Zendesk to, for example, track all of the tickets that have been received from the spoke accounts. To track the specific Zendesk where the shared tickets originated, you can use tags to identify each spoke.

You can create a view, or report, like this for each of the spoke accounts.

Note: Don't forget that you need to have included the spoke account tags in the sharing triggers you created (described above in Create the ticket sharing triggers for each spoke account).

You can also use the spoke account tags to route tickets through your workflow. For example, if a specific support group should be assigned to tickets from a specific spoke account, you can create a trigger in the hub Zendesk to automatically assign those tickets to that group. Here's an example of what that might look like:

 

Comments

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Cory Taylor
webscom

Great implementation guys.  I have a question in regards to Goodata and reporting in general.   Since branded help desks have tickets copied into the central, is it possible to read those tickets via Goodata setup on the central help desk?

August 03, 2011 07:36
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Pierre Grenier
Product Manager

Hi Cory, yes you can report on the tickets shared with the central instance.  If you want to see total number of tickets shared with the central instance, please go to "Created Tickets by Submission Method" report.

August 04, 2011 19:35
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Wesley Cole
forministry

Question: With the requirement of having one agent or the account owner on each branded helpdesk, would that bring additional cost? Do you have to pay for the agents in the central support hub in addition to paying for the same agent or product owner on each branded help desk? 

August 10, 2011 09:54
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Paul Benson
telispire
I second Wesley Cole's question, what exactly does the annual cost per branded site amount to? $208 for Regular (assuming Starter is incompatible, although it'd be $108 per year)?
August 12, 2011 07:03
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TJ Baker
joomlashack
I'd love to know the answer to the question Wesley and Paul have asked as well, thanks.
August 22, 2011 15:56
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Paul Benson
telispire
To answer Wesley, Mine, and TJ's pricing question - I received the following response from Matthew Heroux after opening a ticket with Zendesk: Multibranding is available on our Enterprise plan, which would bump your pricing structure up to $65 per agent per month (from your current $24/agent per month with your current annual discount applied). There is no cost per branded site - you are able to have as many as you want under your main Enterprise account - the only cost to you for these branded sites are the unique agents that would exist for each. We will only charge you once per unique agent, no matter how many branded sites you give them access to, but unique agents will be $65/month under the annual plan.
August 24, 2011 06:04
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TJ Baker
joomlashack
Thanks for the update Paul! Good news, too :)
August 24, 2011 13:20
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Pierre Grenier
Product Manager

What Paul mentioned is correct.  By signing up for the Enterprise Plan, you will have access to our Multi-Brand Management feature.  This feature allows you to create and support as many branded accounts as needed for your company.  Each account must be an Enterprise account with at least one Agent user.  In terms of billing, we will only charge for unique agent users.  For example, if an agent named Bob Smith is granted access to more than one of the branded accounts, you will incur only one agent charge for him.  No double-billing.

Please contact support for additional information or to setup your environment and ensure proper billing.

August 24, 2011 18:06
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Martin Grøn
golfbox
Just to specify - I have 1 company that supports 3 languages (same product, different languages), I would need to have my main account in language 1 (primary language) and if I want to be able to specify via a link which language my costumers will see, I need to have 2 Brands, each containing the language in the forums, but all tickets passes to the main. I have 4 enterprise agents, can one agent work in all "brands" with additional cost? Right now I have my main account setup with 3 languages, and the forums being language specific, but my costumers have to login to see their correct language. I do not want to force them to do that.
September 12, 2011 01:01
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Pierre Grenier
Product Manager

@Mg... yes you can have agents working in multiple branded instances, we only charge for an agent once.  Pierre

September 12, 2011 08:57
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Michelle Wong
leslieit

Can I use different ticket fields for different brands? Or do my fields need to be standard across all my branded sites so that my main helpdesk can process them?

September 19, 2011 23:07
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Pierre Grenier
Product Manager

@Mich... you can pick different ticket fields for different brands.  These will carry over the hub except for custom fields.  Sharing of custom fields will be in place within the next 6 months.

September 19, 2011 23:25
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Juli Fischer
bellbusinessappsstore

When receiving a notification from the central help desk, it does not reference the branded help desk - so it's hard to tell at a glance that it's a support ticket for the "spoke" help desk, and not the "hub" help desk.

Aside from creating new "notify agent of such and such" triggers which rely on the tags we set to identify the branded help desk, is there a solution to this?

September 20, 2011 16:41
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Max McCal
Product Manager

Hey, Juli -  When I set these up I usually add a tag to the ticket that identifies the helpdesk it came from. Would it help to add the placeholder {{ticket.tags}} to to the Notify Assignee trigger to identify the ticket? This is probably the easiest thing to do. If you're assigning them to spoke-specific groups, you can also use the {{ticket.group.name}} placeholder.

October 24, 2011 16:57
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David

Do you have any examples of Zendesk sites running this multiple brand approach?

If so, can you share links to the sites?

December 20, 2011 12:55
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Bill Bohen
timetrade

Sorry if this has already been addressed but I haven't found it documented anywhere. Please point me in the right direction if it is.

I am an Enterprise customer and have already set up multiple 'brands' for our different products. Until now, our products have been different enough where we did not need to have the same knowledge content on multiple brands. However, we are about to launch a free version of our product for which we do NOT want to provide the ability to generate a support ticket, but we DO want them to have access to the same knowledge base content as our fee-based product. Is there a way other than double-posting the content?

February 09, 2012 11:28
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David Pipp
2lemetry

@David (December 20, 2011 12:55 pm) - We are currently a regular customer with multiple brands wondering if we need to upgrade.  Is there an answer to linking to some of these sites so that we can take a look at how others have managed this?

February 23, 2012 13:59
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Stephan
Elmar

We are right now testing/setting up a second brand. I am familiar with the multi brand documentation (I think). Some advise of more experienced MB users would be nice though....

 

  • I was wondering how other multi-branders keep their ticket views nicely organized. My intention was to keep a similar set of views for both brands, but it will be too long a list in the central helpdesk. How did you approach this?
  • I am trying to find a way to vary the agent signature to reflect the correct brand. The placeholder {{ticket.group.name}} seems not to work in the settings/agents/signature box. How did you circumvent this?
  • How did you set up your helpdesk to work well with look & feel of messages to customers? Can't seem to find this documented.

 

@ Pierre: A look into the mondo account settings etc might be very helpful. Is that something that could be possible? 

OK guys, this is just what you get when a relatively ZD newbie is trying to set up a multi brand helpdesk... ;-)


Thanks!

May 10, 2012 07:57
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Marci

With this multi-brand arrangement, are the email addresses and URLs for the different brands all separate? e.g., Product A customers can get support by emailing support@brandA.com, and replies will be from that address; and when they visit the Product A support site, it will have a different look and URL (and support email address) than the Product B support site?

June 01, 2012 00:33
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Stephan
Elmar

@ Marci: Yes on all accounts. We find it works rather well. However, customer data is not transferred between the hub and spoke accounts. So to change customer data from the spoke, you must log into the spoke environment, this cannot be done from the central helpdesk (or "hub"). And agent signatures need to be inserted in Macro's to reflect the correct organisation/URL. Unless you work with a lot of agents that are fully separated between the brands.

June 06, 2012 00:44
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Marci

Thanks Stephan. Do you (or anyone else listening) have experience with the Forums in this environment? I gather that the forums are totally separate...in fact I'm getting the impression it's literally two totally separate help desks -- the spokes and hub have their own admin interface, settings, extensions (so separate widgets for CSS, js, etc), and customer facing side -- totally separate logins, just connected by ticket sharing. Is that about right?

June 06, 2012 14:39
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Stephan
Elmar

@Marci: Yes indeed. Basically you could in theory log in to the spoke desk to take care of the tickets. Forums are managed as two completely different environments. The CSS/email templates you will implement on the spoke side and that is what the customer will see. Tickets are always updated on each side. Automations are to be created on the spoke side as well. 

 

If you create all your ticket views on the hub side to be sorted on ticket group level (we use the ticket group to differentiate between brands now) you can easily overview both brands. Or allocate different agents to different groups. Anyway: that's our solution after trial and error and one week before going "Live"with our next brand. Wish us luck....

June 07, 2012 00:47
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Stephen

Stephan,  you seem to have fresh knowledge of this multibrand process, and I"m LOST.  Do I start by contacting Zendesk to setup my first spoke (alt branded desk), or is there somewhere to do that in the settings?

We're already on an Enterprise plan, trying to get a different brand out there for support.

So many thanks,

Stephen
Cary, NC

July 05, 2012 09:19
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Anton de Young
Zendesk

Stephen, 

Yes, please contact Support and they'll get you set up with spoke accounts. 

July 05, 2012 09:26
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Jeff S
Has anyone come up with a script to take forum information from the central zendesk and populate spoke accounts? Need to find a way to utilize the API to get forum info and put it in a spoke zendesk to avoid duplicate entry. If anyone has ideas, please let me know! Jeff
September 14, 2012 18:50
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Arnaud de Theux
Zendesk

@Jeff,

This is actually on my to do list as I'm looking to do the same thing for our Enterprise account. When (if :-) ) I manage to do it I'll make sure to warn you.

September 17, 2012 09:35
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Jeff S

@Arnaud de Theux - awesome & thanks!

September 17, 2012 18:04
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Krissy
tetrisonline

"Sharing of custom [ticket] fields will be in place within the next 6 months." - September 19, 2011 23:25

Is this feature available yet?  If so, how do we set it up?

November 29, 2012 11:26
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Arnaud de Theux
Zendesk

@Krissy

Yes it's available :-) Simply create the same custom field type with the same name on both the hub and spoke(s) and the data will be sent automatically.

November 30, 2012 06:08
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Mike Hendley
ohri

I have a situation where were are evaluating your system for IT support with 3 agents.  However, another unit is interested in the service.  Our requests currently go to support@company.zendesk.com and that is also the reply-to address which is fine.  However this other group would like their separate othergroupsupport@company.zendesk.com where "company" is the same.  We want the units to be able to operate an manage tickets within their own groups but also permit sharing or transferring between our business units.  BTW, we may also want to pull in yet another unit or 2.  Will multiple branded sites support this??

 

 

December 13, 2012 11:01
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Justin Seymour
Zendesk

Hey Mike: 

You can use whatever email combination you'd like to filter those incoming messages. Your use case would work just fine! You can easily apply tags to those emails, respectively, and then use triggers to sort them into the appropriate group (or share them with another help desk). 

December 14, 2012 06:18
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Chuck
smtp2go

Just noticed the post about signatures - is it not possible for an agent's signature to automatically change to reflect which branded zendesk account the ticket is regarding? That would be a necessary feature.

December 23, 2012 16:36
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Justin Seymour
Zendesk

Hi Chuck: 

The signature will not dynamically change based on the ticket. If the agent sets a standard profile signature, it will be dropped in to all ticket replies by default. To personalize the signature for each branded account and the relative tickets, you'd need to create a macro. The agent would then use the appropriate signature macro when working on tickets. I recognize that it requires  a bit more work, but dynamic signatures are not on the drawing board at the moment. 

December 24, 2012 05:25
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Chuck
smtp2go

Justin, thanks for your reply. This is a disappointment, for sure. I would've thought this is something everyone would want/need. Having to do a macro for every reply would get old in about 30 minutes I think...

December 24, 2012 05:32
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Jesse Evans
beagle

I noticed after setting up our Hub and Spoke configuration that:

When I respond from the Hub to a ticket that came in through the Spoke, the Zendesk Account name from the Hub is showing up beside my name in the email, rather than the Zendesk Account Name from the spoke.  I've had to quickly rename our Hub for the time being in order to have a white labeled response.

February 07, 2013 11:22
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Justin Seymour
Zendesk

Hey Jesse: 

Have you disabled the appropriate hub-based triggers? Also make sure that the branding in the spoke account is configured appropriately. The spoke triggers and automations send those email notifications. Let me know if you're still having issues. 

February 10, 2013 05:55
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Amy
govdelivery

How would this hub/spoke model work for accounts that are set up for SSO?

March 19, 2013 11:59
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daz

Hello, Can each spoke account have its own facebook page for ticket creation?

March 26, 2013 17:42
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Brandon K.
Zendesk

@Amy: you would be able to set up SSO for each spoke individually. If you have Remote Authentication servers for each of your brands, you would be able to set up an SSO connection with each individual spoke.

@Daz: Yes, absolutely!  Each Zendesk spoke is a fully functioning Zendesk account that is linked with a sharing agreement. You would be able to link up to two facebook pages to each of your spokes.

March 28, 2013 14:37
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James Pyles

My company is considering Zendesk largely as a Knowledge Base platform since our current documentation scheme is not scaling well. We also have several white label partners so we would need to replicate our documentation to spokes, one for each partner. Each spoke would have to be branded separately and although each spoke would contain duplicates of the hub documentation content, there would be several key terms (brand names and such) that would have to be different. In creating a spoke, can information be duplicated from the hub to a spoke *and* can key terms be translated through an automated system? Also, if our white label partners choose to provide their own phone/support/ticket system, can requests made to a spoke and *not* be forwarded to the hub?

April 25, 2013 13:50
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Brandon K.
Zendesk

Hello James,

With the Enterprise plan you are allowed to have as many branded spokes as your company needs, so you would definitely be able to set up a branded knowledge base for each of your white label partners. As for copying the forums over, there is no automatic way to do this but it would be possible to create your forums on each spoke through the API (http://developer.zendesk.com/documentation/rest_api/forums.html). If you don't have developer resources to make this API call our services team would be able to help you out on a contract basis.

As for your question about not forwarding to the hub, automatic ticket sharing is done through a trigger that you would set up. You could definitely add a condition that would prevent the ticket from being shared wether it is any ticket through the phone channel or a specific tag that you add to the ticket manually.

April 26, 2013 13:14
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Angela Sikka
adstream

@Arnaud - how's your to-do list looking ;-)  I'd also be interested in a way to get forum info and copy it in a spoke zendesk to avoid duplicate entry.

Also, can anyone give me their experiences of trying to use Hub & Spoke in the following scenarios?

1. Where the hub also has a ticket sharing agreement with a Zendesk outside of your company

2. Where the hub also has a ticket sharing agreement with a Zendesk outside of your company, where they also have a Jira ticket sharing agreement

3. Where the hub also has a ticket sharing agreement with Jira (or other help desk solution)

May 01, 2013 02:47
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Arnaud de Theux
Zendesk

Hi Angela!

So, in the meantime I joined the Zendesk team :) Therefore my to-do list changed a bit but, we do have a tool in our team to copy the data of one Zendesk knowledge base to another one.

I would suggest you create a Support ticket and ask to be connected to the Services team for a migration quote. We will then be able to give you the information you need.

As for your 3 different questions above, here we go!

1. there is no problem with that as long as the ticket hasn't yet been shared. Meaning that a Zendesk ticket can only be shared with one instance.

2. similarly to 1. if the ticket is being shared through JIRA you won't be able to also share it to another instance of Zendesk

3. and similarly to 2. it just depends if the ticket is being shared automatically to JIRA. If so you won't be able to, let's say, "sub-share it" to another Zendesk instance because it is already being shared.

If you need more information about this topic I suggest we schedule a call, let me know if you want this!

Arnaud.

May 02, 2013 16:30
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Sebastian Thimm
epiccompanies

Hi there,

creating a ticket in the hub zendesk I want to be able to choose through which spoke the ticket is routed. How do I do that?

Example:

Hub:
hub.zendesk.com & support@hub.zendesk.com
Spokes:
spoke1.zendesk.com & email support@spoke1.com
spoke2.zendesk.com & email support@spoke2.com

Should I choose to contact a customer to provide service for spoke1, I would also like the resulting email-notification to be sent out through support@spoke1.com instead of support@hub.zendesk.com.

Thanks,

Sebastian

 

July 03, 2013 07:35
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Laura D.
Zendesk

Hi Sebastian, 

There isn't really a straight forward way to do this but let me create a ticket in our system for you so we can go over a few possibilities. I'll send it to the main email address on your profile.

July 03, 2013 14:00
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Jeremy
southernnetworx

Is this the most recent how-to, in order to get each of our customers branded?  We are an Enterprise user.  

July 17, 2013 15:11
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Chamal Pathirana
shipxpress

Hi,

Is there a restriction on the maximum number of spoke accounts that can be setup (for Enterprise)?

 

Regards,

July 18, 2013 21:53
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Jennifer Rowe
Zendesk

Jeremy, yes, this is the most current doc for multi-branding.

Chamal, no, there's not a limit that I'm aware of. But depending on how many you have in mind, you might want to talk your use case through with your account manager. Having a large number might be hard for you and your agents to manage. Good luck!

July 19, 2013 11:13
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Francis Dupont
borealis

Hi,

 

What about working with spoke & hub in different timezone?

For example, I have a spoke in Asia and a hub located in America.  I want my spoke and hub to be respectively setup on their own timezone.  In that way, I will be able to use the business hours features for tracking SLA.

 

What happens with time fields (Created At, Updated At, Assigned At, etc) of the ticket when I share a ticket of the spoke in the hub?  Are they converted to the hub timezone or they keep the value of the spoke timezone?

July 23, 2013 06:59
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Aaron Pewtherer
Zendesk

@Francis: Timezones are set per account, and do not carry over. So, you cannot use the "Business Hours" function on your hub for the spoke tickets created in a different timezone. However, you can tag the tickets as they arrive in the spoke with a trigger condition, "Ticket: Within Business Hours" and setup automations on your hub for SLAs based on those tags.

July 24, 2013 15:37
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Francis Dupont
borealis

@Aaron:  Thanks!  I understand I cannot use the "business hours" function on the hub because each account has their own business hours configuration.  That's good!

 

There's still one thing I want to know.  When the tickets are sync from the spoke to the hub, what will be the time of the sync ticket.  Ex.: I have a spoke in Australia and a hub in Canada with a difference of 14h between the two country zone.  Each are setup with their respective timezone.  A ticket is created in Australia on 2013-07-25 at 18:00 and then sync to the Canada hub.  What will be the created datetime of the sync ticket?

 

Answer A: 2013-07-25 18:00

Answer B: 2013-07-25 04:00

 

Cheers!

July 25, 2013 05:29
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Aaron Pewtherer
Zendesk

@Francis: Timestamp would be the relative timezone set in the account. So, the only "sync" part is the contents of the ticket. Otherwise, ticket creation time is as if the ticket was created directly in the relative account. So, the correct Answer is B. At the moment, you would need to instruct your agents to subtract the hours manually. Interesting idea though! Maybe an developer could build a "relative timezone" app?

We have created a support ticket on your behalf to discuss other alternatives.

July 25, 2013 10:10
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Robby Ibrahim
PracticeGenius

Multi-branding is too much to stomach right now and we only have one brand anyway. But we will be adding brands in the future.


So, would anyone suggest using a solo Zendesk account for brand1 until it's time to add brand2 as a Spoke along with companyname as the Hub OR use multi-branding from day one i.e. companyname is the Hub and brand1 as the only Spoke? Which approach would be the easiest to scale up to logistically considering we're also going to hook up a major CRM and JIRA?

And to confirm, shared tickets can only be shared once? So if I have Spoke sharing to Hub account, can it not be shared to JIRA from the Hub? That's a big factor for us if not. 

Thanks, I read this entire thread and it's super on point and helpful. 

August 15, 2013 14:04
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Aaron Pewtherer
Zendesk

@Robby: Yes, you could use "brand1" as your main account for now, then if you upgrade to Enterprise later, you could create a "brand2" and another account to act as the "hub" for agents. (Billing is done through the hub, and spoke accounts are free). Typically, tickets to your branded spokes get shared to the hub where your agents live. Be aware that agent activity data is based on a single account, so all future agent activity would start over in the hub.

With an Enterprise account, you can use "automatic ticket sharing" which allows to share a shared ticket again. However, this method of sharing to JIRA would only use the default project and issue type.

August 15, 2013 15:57
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gkaloyanov

Hello,

We are currently evaluating Zendesk in a single brand setup. However we want to plan our expansion towards the Enterprise plan in multi-branded mode as we support more than 5 brands. After reading this documentation and thread we have some major questions/concerns

 

1. Quote: User management. All user management is done in the spoke accounts since your users are added to those accounts. No user data is synced to the hub Zendesk. The hub Zendesk is aware of the users as ticket requesters but they are not added to the user database of the hub Zendesk. Adding and editing your user base is done separately in your spoke accounts.

Question: Would that mean that things like ticket history for users/organizations will not work in the HUB account. And any other operations performed by agents in the hub related to user/organizations that actually exists in the Spokes.

Question: Would user/organization tags be carried over

2. Outbound Tickets - e.g tickets that are created by agents in the hub itself (e.g not recieved through sharing)

Question: How would the hub account know which Spoke should handle the outbound email communication

Question: How would the agents be able to select the ticket requester/user if the Hub is not aware of Spoke users/organizations.

 

Any ideas/directions?

August 30, 2013 06:24
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Avi Warner
Zendesk

@gkaloyanov

1. That's partially correct but shared users are still created in the Hub, so if you click or search that shared user, you'd be able to see all ticket history from that user/spoke that had been carried over to your hub. For organizations, I might suggest adding organization tags in the spoke, which would be passed on to tickets in the hub.

2. Yes, any tags on a user/org on the spoke are added to the ticket when created, then synced to the hub

3. When you setup ticket sharing triggers, we recommend adding a spoke-unique tag on each spoke, that way you can build business rules in the hub specific to certain spokes

4. We have an app available that allows you to create tickets in the spoke from the hub. When you're interested, send an email to support@zendesk.com and we can point you in the right direction there

September 04, 2013 13:42
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Avi Warner
Zendesk

@gkaloyanov, sorry quick clarification on #3. The hub doesn't need to 'know' which spoke the ticket came into for outbound emails. All outbound email on tickets are managed by the spoke via ticket sharing. The lifecycle is: Ticket comes into spoke > Ticket gets shared with hub (info passed from spoke to hub) > Agent replies in hub, reply is passed, through ticket sharing, to spoke > email is sent from spoke, containing that recent ticket comment.

September 04, 2013 13:51
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Vivekanand Hariraum
konysolutions

Hi

I have created custom field with same name and type in both central hub and spoke but i do not see the value getting reflected. I've checked the ticket sharing property and the sync custom field is set. The only difference I see is in the central hub the property is editable and mandatory whereas in the spoke it is non-editable and optional. Is this the problem? Can't the values be synced with this property settings?

 

Vivek

Kony, Inc.

October 28, 2013 23:38
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Trisha Patel
Zendesk

Hi Vivek, Which kind of ticket field did you create? Was this a dropdown/checkbox etc?  

October 31, 2013 05:16
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Nick Elvrum
ehealthinc

Is their a possibility to SSO a spoke to a hub so that users are not required to have multiple logins. 

November 19, 2013 10:27
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Avi Warner
Zendesk

@Nick, there isn't although you can tie in multiple Zendesk sites to a single auth database using remote authentication. As per: https://support.zendesk.com/entries/23675367-Setting-up-single-sign...

November 26, 2013 13:16
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Liz Schaefer
DocuStar

I see that you can't publish articles to all spokes or some spokes from the hub. I was told in the sales process that this is on the product roadmap. Any update on when this will be released? 

March 28, 2014 08:46
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Laura D.
Zendesk

Hi Liz, 

This is a situation the Product team has plans to address but there isn't a firm ETA for when features to support this will be ready. The closest available option would be to use the API to publish content from an external system to multiple places at once. 

April 01, 2014 16:08