Managing multiple brands (Enterprise)

Have more questions? Submit a request

10 Comments

  • Aron Toledo Bergara
    Comment actions Permalink

    What happens with the tickets already created with a brand that is deleted?

    They keep the deleted brand?

    Is there any way I can merge 2 brands or change the brand of already created tickets in bulk to another brand before I delete it?

    0
  • Christopher
    Comment actions Permalink

    can someone answer this question please, because I have the same question^^^^^^^^^^

    0
  • Sean Cusick
    Comment actions Permalink

    Hi Aron and Christopher, Sorry for the delay in responding to this question. You can only modify tickets that have not yet been moved to the closed state. Any closed tickets will keep their Brand affiliation. It is not possible at this time to merge Brands, though the API can be used to bulk edit tickets that are less than Closed. If you click Delete on any of your Brands then a popup warning will appear that lets you know what will happen if you choose to follow through on the action. Any desired behavior not listed there would be a Feature Request

    1
  • Sy Sussman
    Comment actions Permalink

    Let's say we have 5 brands (the maximum with Guide Enterprise and without the multi-brand add-on): A, B, C, D, and E. We decide to delete brand E and add brand F. Will we still be able to see Brand E on the closed tickets and would we be able to report on brand E?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Sy,

    If the ticket is in a closed status then the data within the ticket will be read-only. Therefore your brand field should still show Brand E once you deactivate that brand on any closed tickets.

    Hope this helps!

    1
  • Mark Muston
    Comment actions Permalink

    Hi Team,

    We are currently organizing ticket flow through the use of different brands.  Is there a way to change the brand and group of a specific ticket without changing the states from "New" to "Open"?

     

    Also, I have noticed when we attempt to move tickets from one brand to a new brand, new group and new assignee it usually does not work and the ticket immediately reverts back to the original brand and group. 

     

    I have searched through the support section and cannot find any answers related to this.

    Thank you!

    0
  • Devan
    Comment actions Permalink

    Hello Mark Muston,

    What you described is possible is you utilize the trigger set up pictured below. Implementing a trigger that activates upon the creation of the ticket shouldn't impact the status from New to Open

     

    As for your second question, I would recommend creating a view of the tickets you are looking to move and bulk updating them. Also, if you are noticing the edits you are making bing reverted, I would ensure you don't have any triggers in place that would automatically revert the changes you re implementing. 

    Best regards. 

    1
  • Mark Muston
    Comment actions Permalink

    Hey Devan, thank you so much for this, it was exactly what I needed! 

    One more question, I am trying to get an understanding of when to use Brand Vs. Group in regards to email based support and organizing tickets by requester type or problem type.  I understand each Brand is linked to an intake email address, which is the main way in which it differs from Groups.  However, do you have any suggested reading or comments on the ways we should be using Brand Vs. the ways we should be using Group?

    Thank you

    0
  • Devan
    Comment actions Permalink

    Mark Muston,

    So it depends on what you are looking to report. If you want to report on which email customers are sending support tickets to, then it would be best to use Brand. Yet, if you are looking to report on which agent groups are doing the most work you would then want to utilize Groups. 

    Best regards.

    0
  • Mike Tamosaitis
    Comment actions Permalink

    is there a way to set up a redirection for a deleted brand?

    0

Please sign in to leave a comment.

Powered by Zendesk