With Zendesk Support's Multibrand solution, all agents can access tickets for all brands. This enables your support team to seamlessly move between requests from all of your brands and provide faster support.
However, some teams might want to restrict the agents that are able to work on tickets for specific brands. This tip will walk you through that setup.
You can still use group permissions to control the tickets your agents can access. Agents won't be restricted by brand, but with simple routing rules you can get the right tickets to the right people, and prevent others from working on them.
Step 1: Limit agents to groups
Your custom roles can be set to restrict agents to only access tickets within their groups.
To change this setting, go to Admin >Manage > People > Roles and click Edit to the right of the agent's role.
Step 2: Set up all the necessary groups
You need to add groups, then add your agents to these groups. Possibly just one per brand, or maybe many per brand, depending on how granular you want restrictions to be. For example:
- Simple: BrandA, BrandB, BrandC, etc
- Complex: Support_BrandA, Returns_BrandA, Support_BrandB, Returns_BrandB, Support_BrandC, Returns_BrandC, etc
To add groups, go to Admin > Manage > People and click Group in the upper right of the page:
Step 3: Create routing rules
You can now build triggers to route new tickets to a group for the right brand. It might be beneficial to first route tickets to a triage group, who will then assign them to the appropriate group based on the type of request.
Set the condition of the trigger to be when a ticket is created for a certain Brand:
Then the action will assign it to the correct group, and you can add any notification messages or other ticket updates as well:
Optional: Add group-limited views
In addition to the group and trigger workflow, you can also restrict your views to a specific group. This way, you can have a view for BrandA's tickets and only allow a specific group of agents to see that view:
For more information, see Using views to sort branded tickets.