Default Brand and Form

Hi Josh,

Kindly check the workaround from the article Multibrand: Restricting agents to specific brands on ow to set a default brand per agent and restrict them to only work on a specific brand moving forward.

Hope this helps!

How do we set a default brand per agent? Some members of the team ONLY work with a specific brand and I don't want them to have to select the brand everytime they create/edit/save/update a ticket 

Kristian Tungland

I am having trouble with triggers set to populate brand form. Is there any documentation that can help with this? 

William Grote

I understand. The only solution I see, is what you mention: using triggers to set the correct form based on the brand.

It would just be SOOOO much easier to be able to specify a default for for each brand than to have to add triggers and automations to try to correct it after the fact

Kristian Tungland

So the issue is a little tricky, we have a main consumer facing brand, with a default form, and then a few internal brands and one for investors.  We dont use the email channel for support - (we try to encourage customers to use forms) if the occasional email does create a ticket, even though we dont even have the default form available on the other brands, the system picks as a default form for the internal facing brand the NEXT form down the list available as a fall back, which causes these tickets to get completely misrouted

Thanks for your reply, Kristain! Yes, that is what I was referring to. I don't have that checked on either form.

On further digging, the first form was hardcoded into home section of the first site to launch (before my time) which override everything, so when I copied that site to create the second site it also launched the first form. Now I have it correctly launching to the second form, though it's very difficult to test prior to actually Activating the site. Without some heavy maneuvering, it takes me and anyone I send the site link to for approval to the dashboard instead. Tip: At first I didn't recognize that my revision of the hardcoding worked because the second form looked so much like the first form. Verify by the Form ID in the URL in the browser to be sure.

Hi, Lorraine Ryder,

Can you go to Settings > Objects and rules > Tickets > Forms - and here choose a form. When in this form, do you see the option like I have?