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End user ticket access across multi-brand configuration options
Beantwortet
Gepostet 25. Jan. 2023
We're building out multi-brands and don't have much overlap in terms of audiences per brand. Nonetheless, there are bound to be some end users that need support on brand A and brand B. I'm glad to see that the agent can see tickets across brands, but when I test as an end user, and go to the My Activities page, I can only see brand A tickets on the brand A help center, and same with brand B from what I can tell.
This seems like a good default, but is this the only config possible or is there a way to pool their tickets when they go to their activities page?
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6 Kommentare
Dane
You are correct, this is by design. The main purpose of multibrand is to differentiate channels for end-users for a company. As of the moment, there's no native way to combine tickets of multiple brands on a single "My Activities" page.
You can add this suggestion to the feedback forum for the ticketing system.
Here's information on how to write an effective feedback post.
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mfg
do you know if this works the same way in salesforce? we're using the integration app to help our sales team see their accounts activity and would like them to be able to see end user activity.
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Dane
I'm not very familiar on the way salesforce works. But for Zendesk, an overview of the end-user activity can be found on the context panel > Interactions.
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Chris Looney
Adding my use case to this post:
My company uses multi-brands for the number of internal brands we house. Our external users may not see a use case for accessing tickets across brands but internally our employees may be submitting tickets for different brands and being able to access all their submitted tickets in a single place would be very welcome.
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Julia DiGregorio
@mfg this can be done in SalesForce with custom code.
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Jamie Danjoint
Here is the feature request you can vote for: https://support.zendesk.com/hc/en-us/community/posts/4624230371866-Enable-end-users-to-view-all-their-multibrand-requests-on-a-single-Help-Center
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