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83 Comments

  • Jasen Nemeth
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    Any update on multiple email templates? At the moment we have 8 brands in our account and all of them are asking for a more personalized template to reflect their unique style to their customers. While the trigger solution is better than nothing and it's something we've implemented since Day 01, it's just not getting them job done anymore. Multiple email templates would be a huge help. Is there any timeline on this? Even a rough estimate...before the end of the year?! Or early 2017?

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  • Tom Morris
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    All this needs is for {{ticket.brand.name}} or {{ticket.brand.id}} to work in the email template. Then you could do it with Liquid Markup.

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  • Max McCal
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    Hi, Jasen - 

    We've been dealing with a lot of security, stability, and deliverability improvements on our email framework, and haven't begun this project yet. We expect to do so in 2017, though these plans haven't been finalized.

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  • Michael Wojtaszek
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    End user brand identities - Not being able to identify which brand a user account originated from continues to be an issue. It doesn't allow multi-brand users to take advantage of the huge customer lists that are created through the support life cycle. Do we have an ETA on when this may be addressed?

    -Mike

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  • Mark Dunkley
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    We moved from hub and spoke to multi-branding recently and the email templates is a serious PITA. We were planning on spinning in more recent acquisitions into our instance, however, we are pausing this as creating trigger based templates is too much work for our admins. To me this feature is required for multi brand unless you are a bit of a policy masochist. I am disappointed this "might" be looked at in 2017. It should be prioritized way higher. We would be expanding our license count greatly if this was in place.

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  • Josh
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    Please add that only certain agents can modify certain help centers

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  • Nicole Woods
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    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

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

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  • Jeroen van der Sandt
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    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.

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  • Josh
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    +1 with Jeroen

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

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

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  • Nicole Woods
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    Hi Max - can you clarify on that? By "we have some significant permissions work to do" does that mean that Zendesk is currently working on a solution or just that you're simply aware? 

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  • Morgan King
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    Is it in the scope of any of the listed items to do the following:

    Allow cross-brand searching (only showing what is accessible by the agent/end user)?

    If so, is it currently on the roadmap? If it is on the roadmap is there a quarter it is anticipated in?

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  • Jessie Schutz
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    Hey Morgan!

    Quick point of clarification: are you talking about searching in the agent interface? Or in Guide?

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  • Morgan King
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    Hello Jessie,

     

    I'm referring to searching in Guide.

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  • Keith @ Zendesk
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    Hey Morgan!  

     I did some checking around and there's currently nothing official on our roadmap regarding this. Just to make sure your message gets through to our Developers, I would recommend putting this request in our Feature Request forum.  When you do, it sends a notification there way so we can be certain they see it.

    Here's the link:

    https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback

     

    Thanks!

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  • Chad Dodds
    Comment actions Permalink

    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.

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  • Jessie Schutz
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    Hi Chad!

    I know we were looking at having multiple email templates available, but I'm not sure what the status of that research is. I'm going to check with our Product team to see what I can find out for you!

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  • Zac
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    Should this article be updated? Seems like Zopim has a workaround for the brand issue by including the brand name as a tag on each of the chats initiated through the associated Web Widget. You can use Triggers to set Brand when each chat closes and the brand tag is applied.

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  • Nicole - Community Manager
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    Thanks, Zac! We'll ping the documentation team for review. 

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  • Marci Abraham
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    Multiple email templates? Update please....?

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  • Rim Hamdi
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    +1

    @Jessie Schutz: you said on Jun 23 that you would update on the status of multiple email templates implementation, and so far no news posted. 

    Zendesk pushes customers to switch from Hub<>Spokes to Multibrand, however there are still too many limitations which would considerably downgrade the quality of our users support experience (providing one unique email template for all brands being one of the most problematic).

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  • Nicole - Community Manager
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    Hey Marci and Rim - 

    Good news, the email team is now fully staffed, and this feature is on the development roadmap! It will likely not be fully rolled out until sometime next year, but it is coming. 

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  • Nicholson Valderrama
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    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.

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  • Tom Morris
    Comment actions Permalink

    For 'Remote auth and single sign on', we've built a workaround.

    We noticed that in the JWT request the parameter 'brand_id' is now included.

    So we have set our SSO URL to a 'triage' point.

    EG: The JWT request looks like this

    https://triage.yourdomain.com/?brand_id=123456&locale_id=1176&return_to=https%3A%2F%2Fexample.zendesk.com%2Fhc%2Fen-gb&timestamp=1518772197

    Our triage service then forwards the request to the right server for the Brand ID.

     

    Considerations:

    • We do this with the JWT integration. Not sure whether it would work with SAML.
    • All authenticating servers (IdPs) will need to share the same secret.
    • An attacker who is able to authenticate against one of your IdPs but not the other, could trick your system into logging them in by manually changing the Brand ID in the request. To combat this you could verify that the return_to URL matches the domain for that Brand ID.

    If you want more info on this or have more thoughts, let me know.

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  • Jessie Schutz
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    Hey Nick!

    Let me check on the status of this for you. I'm not totally sure where we're at with these things right now, since Max has moved on from Zendesk. I'll let you know what I find out!

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  • Nicole - Community Manager
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    Hi all - 

    We've checked in with Product and the news is... That there's no news. The teams are pretty focused on preparing for the new GDPR regulations that go into effect in May and making sure that all of our customers are enabled to be compliant. So this stuff is on standby for the moment. 

    That being said, the Product Managers are well aware of the remaining issues to be solved here, and will pick them up again as soon as they're able. 

    I'll check back in here mid-Q2 to let you know where we're at with things. 

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  • Marcie Turner
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    Any idea when the agent permission issue will be addressed? Is there a rough timeline?

     

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  • Jessie Schutz
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    Hey Marcie! Sorry for the delayed response.

    I talked to the Product Manager for this feature, Kiran, to get some info on this for you. Permissions in Zendesk, as a whole, need to be addressed. Rather than make changes piecemeal, product by product, the plan is to take a more holistic approach to maintain consistency across the board.

    I'm not able to say when any changes on that are going to roll out, but it's definitely something that we're looking at and Multibrand permissions will be included in that conversation.

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