Adding email support addresses for multiple brands

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9 Comments

  • Chris Boxsell

    Once again I am shocked, for us brands are independent from each other. We do not want users from brand A logging into brand B etc and we also do not want users from brand A accessing ticket forms from brand B.
    This is basic business and confidentiality and needs to be addressed urgently.

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  • Anthony B.

    Colin,

    To clarify, i'm referring only to Ticket Forms not other content. Ticket Forms are not true HC content but come from the support site, and they are not brand aware, by which I mean I can prentend Ticket Form 1 is for Brand A, but Zendesk just shows all public ticket forms on all Help Centers.

    We have gone with a work-around of using one additional "public" i.e. very generic ticket form that is vague enough to collect information for three very different brands / businesses. I agree with Chris that Zendesk needs to address this sooner than later to get the most of out Multi Brands, otherwise it simply does not feel complete.

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  • Kevin Griffin

    Were in the same boat. Our Ticket forms are based on our different products which we want to split into different brands. We can't have customers for Product A submit tickets for Product B. We need a way to filter which Ticket forms are available/displayed in each Help Center. Until that happens we can't use this feature.

    1
  • Matthew Curley

    Is it possible to have different chat hours fro different brands?

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  • James Peterson

    Hi Matthew,

    At this time, it is only possible to set operating hours for each Zopim department, not per brand. If your brands correspond to departments one for one, then this should work wonderfully. If not, you may need to make some adjustments.

    Please have a look at Creating a schedule with operating hours for more information. Let me know if you have any other questions!

    Sincerely,
    James Peterson

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  • Brittany

    Hi Anthony!

    It looks like one of our Customer Advocates made a really great Tip of the Week for how to limit ticket forms by brand! You can head over to the article here.

    Please let us know if you have further questions!

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  • Anthony B.

    Yes, at a quick glance that looks very promising, and not too cumbersome to implement. Thank for pointing us in the direction of that.

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  • Fernando Mendes

    Team

    I hope you can help me here please!

    I have Brand A, B and C.

    1. If I create a new ticket (on +Add new ticket) and even using a macro that sets the correct brand, for instance, A (this is also happening without selecting any macro).

    2. The customer receives the e-mail with the help@brandB.com and if the customer replies, this reply is received again on brand A

    3. Any reply with brand A is going with the correct format and help e-mail address.

    4. Also I notice that when I create new tickets (on +Add new ticket) in the ticket field it shows "from Zendesk Support" where any other email shows as "Via help@brandA.com" for example.

     

    I tried to be as clear as possible and I do hope someone could help me here.

     

    Regards.

    Fernando

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  • Beau Padesky
    Zendesk Customer Advocate

    Hello Fernando,

    Given the specificity of what you're seeing we'd like to review with you directly to best advise surrounding your workflow and the encountered behavior. I'll be opening a ticket on your behalf and reaching out to you there to facilitate this.

    Beau | Customer Advocate | support@zendesk.com

    Ask our Zendesk Community

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