Multibrand known issues

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91 Comments

  • Nicole Woods

    Hey Max,

    Are there any updates regarding agent permissions within Brands? We have custom roles so that agents can only see tickets from groups they belong to, but we actually want Brand specific Admin roles so that agents can only see tickets from Brands they belong to rather than just groups. Right now it's all or nothing and the workaround is really clunky: adding agents to every group in a Brand but then having to create email filters so these agents don't get spammed with emails for every ticket. 

    We're requesting either a Brand specific admin role or a brand field in custom roles to create Admins within Brands. 

    Thanks, Nicole

    6
  • Ryan
    • Agent permissions - All agents have access to all brands. This is by design, but we're aware there are those of you who have more complex agent pools who don't serve all brands and we'd like to address that in a future release.
    • End user permissions - All of your end users can access all of your help centers. This, again, is by design, but we'd like to find a way to support segmented and privileged service based on user type.

    Are there any updates to either of these?

    Helpdesks can have sensitive information and it's important to be able to control access and edit rights to different "brand" helpdesks. 

    Seems like zendesk would have this issue themselves? Isn't there information that you share with your employees in a knowledge base forum like helpdesk that you don't want customers to get access too? Or don't you have third party writers or designers that should be able to add and edit articles on one brand's helpdesk vs another?

    You can limit an agent to see only tickets from one brand but not limit them to one helpdesk...

    Not sure why this lack of functionality was "by design"?

    Really hoping there is a work around created soon! Any feedback would be great! 

    4
  • 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? 

    4
  • Nicholson Valderrama

    Can someone from ZD share the current status for each of the remaining items that haven't been crossed off yet? In particular I'm looking for vast UX improvements in management of email templates based on Brand, Chat widget & shortcuts by Brand and overall content management/agent permissions on a Brand basis.

    • Multiple email templates  
    • Remote auth and single sign on
    • Agent permissions 
    • End user permissions
    • End user brand identities
    • Content management 
    • Zopim channel branding 

    Providing us with the ability to host a multi-brand environment but limits to what we can control by brand depending on channel and area has been a challenge for us to mitigate outside of triggers and system hacks.

    4
  • Lisa S

    Hi,
    Restricted access to Branded Help Centre's would add real value; Customer branded end-users should be able to access the Customer HC only and Partner branded end-users should be able to access the Partner HC only.
    Thanks,
    Lisa 

    3
  • Heather Rommel
    Community Moderator

    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.

    3
  • Luiza Gusmão

    Any updates on the multi-brand email templates? 

     

    SOLVED! -  Found the solution for multi-brand templates. See below: 

    --

    Hi all, 

    I found a solution that enables us to use different html templates for different brands. In my case, the brands are completely separate with different colours, fonts and formatting. 

    The system placeholder {{footer}} actually returns the name of the brand used therefore, this is the variable we used to set up the brands, see logic below: 

    {% case footer %}

      {% when 'This email is a service from BrandA.' %}

    ...... add your html template here.... 

    {% when 'This email is a service from BrandB.' %}

    ...... add your html template here.... 

     

    Bear in mind that we should only use one {{content}} and {{delimiter}} placeholder in the whole layout (otherwise it will not work). So in my case we broke down the template in three different parts to fit this constrain. 

     

    Hope this helps! 

    3
  • Jeroen van der Sandt

    Hello Max, this is a known issue for 2 years now; I had expected such an issue would be solved by now.

    2
  • Eun L

    Any update on this?  Having a central place to consolidate certain KB content to share between help centers is critical to us.  

    • Content management - Each help center is completely separate, meaning that there's no central place to manage forum content or to share it between help centers. We'd like to get to that design eventually, but this is a big project.
    2
  • Stassa Miller

    Where are we on these issues now, please?

    • Agent permissions - All agents have access to all brands. This is by design, but we're aware there are those of you who have more complex agent pools who don't serve all brands and we'd like to address that in a future release. 
    • End-user permissions - All of your end users can access all of your help centers. This, again, is by design, but we'd like to find a way to support segmented and privileged service based on user type. 
    • Content management - Each help center is completely separate, meaning that there's no central place to manage forum content or to share it between help centers. We'd like to get to that design eventually, but this is a big project.
    2
  • Chad Dodds

    Are there any updates on branded email templates? We were using the instructions in your KB article to insert branding at the trigger level, but this really breaks the text-only email template by inserting raw HTML code into the text-only notification. I just removed branding from all of our notifications earlier today, much to the chagrin of our marketing team.

    2
  • Jeroen van der Sandt

    I agree. Another big issue is Help Center Admin rights. You can hide articles using group access so they do not show up in the Help Center interface, but that same admin can still manage the articles, create new ones, change the design, etc. in ALL brands.

    2
  • Heather Rommel
    Community Moderator

    ^^ We agree with Nicole! Agent permissions by brand would be a huge win. I think I've stated that already though.

    2
  • Jules

    I'm copying the reply of Stassa Miller since I'm waiting on the exact same features:

    "Where are we on these issues now, please?

    • Agent permissions - All agents have access to all brands. This is by design, but we're aware there are those of you who have more complex agent pools who don't serve all brands and we'd like to address that in a future release. 
    • End-user permissions - All of your end users can access all of your help centers. This, again, is by design, but we'd like to find a way to support segmented and privileged service based on user type. 
    • Content management - Each help center is completely separate, meaning that there's no central place to manage forum content or to share it between help centers. We'd like to get to that design eventually, but this is a big project."

    It has been 5 years!! since these features have been presented as "in progress" and we have not seen any updates since 2016 on the complete list. In my personal opinion this just shows that Zendesk sees no need in implementing these features. A big shame if you ask me, as there are at least 100 people in this comment thread asking for it... 

    2
  • Jo Hawkins

    +1 on the end user permissions for multibrand, please! 

    Our situation sounds similar to most others, we have 2 levels of end users, one that would access the open/public brand and another that would access the restricted brand.

    Thanks!

    2
  • Josh

    +1 with Jeroen

    1
  • Lisa S

    Hi,

    Please could you update specifically on multiple email templates? As a multi-brand platform this would be a logical feature.

    Thanks,
    Lisa

    1
  • Kristel Diepeveen

    I'm also curious when it will be possible to limit agent access to specific brands!

    1
  • Lotte

    Is there any update on end-user permissions? We are using one brand for our external knowledge base and support. We want to use a different brand for internal knowledge sharing and internal support (such as IT, Finance, etc.) and for this we want to use the widget with ticket forms. However, in the way Zendesk Guide works now, our external end-user would be able to log in to our internal Knowledge Base. Even though we can set permissions on the articles, they would still see our home page with layout and have access to the widget with internal forms. There must be more Zendesk customers out there that work in a similar way. 

    1
  • Josh

    Please add that only certain agents can modify certain help centers

    1
  • Max McCal
    Zendesk Product Manager

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

    1
  • Marcie Turner

    Hi Jessie!

    Thank you for the response. My company is on the path to growing from 100 licenses to well over 500 licenses very soon but these large known issues in multibrand may be ones that cause my company to look for a different solution. 

    As I am a big fan and advocate for using the Zendesk product, I'm hoping a more definite timeline might be coming soon.

     

     

    1
  • Alex Daley

    No items have been check off this list in 4 years. Is this feature discontinued? We're seeing man aspects of multi-brand simply not working.

    1
  • 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.

    1
  • pstrauss

    I'm gonna ask this question here since I haven't been able to get a response elsewhere. Isn't multibrand supposed to automatically set the brand on tickets generated by a phone number, chat form, email or submission form that is associated with that brand? In our instance, that's not happening, and they're being set to the default brand every time.

    0
  • Max McCal
    Zendesk Product Manager

    Still no updates on this, no. We have some significant permissions work to do, and this is part of it.

    0
  • Kasper Sørensen
    Zendesk Product Manager

    Hi Tara Urbanek,

    This is not exactly what you're asking for, but you may want to check out the Agents managing requests via customer portal announcement which came out a couple of months ago.

    0
  • Max McCal
    Zendesk Product Manager

    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.

    0
  • Nicole S.
    Zendesk Community Team

    Hi Tara - 

    No updates at this time. 

    0
  • Jacob J Christensen
    Community Moderator

    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?

    0

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