Multibrand known issues Follow

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43 comments

  • Avatar
    Heather R

    I'm hoping you have these up first for future releases:

    Agent permissions - All agents currently have access to all brands. We'd like this addressed in agent roles/permissions more granularly.

    •End user permissions - All of your end users can currently access all help centers. We'd like a more granular way to handle this because some users should have this and others shouldn't.

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    Max McCal

    Some feature changes that are live as of today: https://support.zendesk.com/hc/en-us/articles/208233638-New-Multibrand-Features

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    Igor Bogdanov

    I am having an issue with Brands and Magento. When creating a ticket on Magento Site A (Brand A) - I can see tickets inside of Magento Site B (Brand B). Did I do something wrong, or is this a logical bug in Zendesk/Magento?

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    Andrew Dietrich

    Hi Igor,
    It looks like you currently have a ticket about the subject. Support should be able to discuss the issue further - thanks!

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    Tim Clark

    Any more updates on this subject?

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    Jeroen van der Sandt

    Hello, I would like to know if you have more updates / ETA as well and in particular for Multiple email templates and Ticket forms.

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    Max McCal

    Hey, Jeroen -

    Ticket forms is under way. Stay tuned for an update. As for email templates, it's proven to be a bit more difficult, and we don't have any update there for now.

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    Massimiliano Mazzocchetti
    Hi Max, Do you have an ETA on this ? It would help me a lot. Thanks Max
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    Max McCal

    Hello, Massimiliano - We're actually pretty deep into building this now. We will announce a beta when we're ready, but I can't say much more than "soon". I'll post that announcement here.

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    Max McCal
    To clarify, in case people are watching multiple emails, that beta will be for Multibranded Ticket Forms. Email templates are still a ways out.
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    Jennifer Haight

    The brand name shows up on our emails to users. In the email, it has [Agent Name][Brand Name]. I don't want our brand names to be visible to end users and would like it to not show up in our emails.

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    Max McCal

    Hey, Jennifer - You should be able to change the name of your support address to a blank value so that only the agent name is included.

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    Jennifer Haight

    Thanks, Max. I'm not quite sure where to make the change you mentioned. We have a name associated with our email addresses so users know who emailed them; however, I see the brand name show up is in the message itself: 

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    Max McCal

    Ah, I see. Yes, that parenthetical cannot be removed at this time. It's not related to the Multibrand feature, it's an issue with our Email Template, which we are planning to upgrade and modernize in the future.

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    Dan Ross

    Is there a timeline for the changes to the Email Templates?

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    Max McCal

    Hi, Dan - Not presently. Our email team is engaged in some structural changes to improve stability, deliverability, and security. We hope to work on Templates later this year.

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    Max McCal

    Quick update / request for anyone subscribed to this post! We're nearly ready to roll out a beta version of Ticket Forms for Multibrand. The new modification to ticket forms allows you to set each form as available to all brands, or to a specifically selected list of brands. It applies in the agent portal, mobile apps, and in Help Center. We have a couple interactions we'd like to get some feedback on before rolling this out globally. If you're interested in participating in this beta, please fill out this form.

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    James Gossling

    Will a signature field be in this next update?

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    Max McCal

    Branded signatures is planned for later this year, but will not be a part of the update I just described.

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    Max McCal

    We've had a change to Welcome Emails which will launch next Wednesday (March 16th), https://support.zendesk.com/hc/en-us/articles/217484358-Multibrand-and-account-emails

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    Adam

    hi Max!

    will Zendesk in the future (hopefully very near future) change the way how attachments are "linked"? currently they are linked to the main account or default brand, which is starting to be a big problem for us, and i would love to see the attachment mapped to the ticket's brand and not to the default brand or account

    cheers, Adam

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    Elvis Vusić

    Hi Max, I'm trying to find out if there were any developments on the branded signatures matter? We would really need and appreciate if this feature would be rolled out.

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    Max McCal

    @Adam - I'll look into it, I hadn't heard this before and I thought that attachment URLs were branded appropriately. 

    @Elvis - This is the next enhancement we'll be making to brand. It should be coming soon.

     

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    Jacob J Christensen

    Hi Max,

    I was advised to share my Help Center use case as it pertains to the Multibrand Agent permissions issue.

    We use multiple Help Centers, some for customers (end-users) and others for internal knowledge sharing (agent to light-agent), its this last setup I have issues with.

    I would like to limit access for my light agents to one specific Help Center, possible by group or org affiliation.
    An option to simply hide the black header (navbar) on Help Center settings would work for me, but probably not for other permission issue use cases.

    What are your thoughts and priorities for the Agent permissions issue?

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    Max McCal

    Hey, Jacob - 

    We'd like to explore agent permissions at some point in the future, as we see this as a totally valid use case to explore, but we haven't started looking into this yet. 

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    Adam

    hi Max

    do you have any news regarding this?

    i am coming to a point where it would be either this thing solved or getting a different domain for a different brand

     

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    Max McCal

    Hi, Adam - 

    Not at this point, no. 

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    Mateus Lima

    Hey, Max

    Can you help me this information, please:

    • "Zopim channel branding - Tickets created through Zopim are not currently aware of Zendesk brand. Again, we intend to correct that in the future."

    This means that our NPS will be mixed between brands?

    Regards, 

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    Max McCal

    Mateus - 

    Accounts can only create one NPS survey at a time for now. Currently that means you only have one survey for all your brands.

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    Greg Pope

    Our two brands are two different systems so we need to be able to define separate remote login and logout URLs for each brand. We can't do that currently. Will we be able to do that in the near future? If so do you have a rough timeline? 

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