Multibrand known issues

Have more questions? Submit a request

83 Comments

  • Marcie Turner
    Comment actions Permalink

    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
  • Jessie Schutz
    Comment actions Permalink

    Hi Marcie! We'll definitely keep you posted if we find out anything more solid!

    0
  • Kristian Tengstedt
    Comment actions Permalink

    Hi Community.

     

    We are in a process of moving different brands into our Zendesk, and wonder if anyone has some knowhow, regarding making it more visual for an agent to spot which brand they are representing?

    By this I'm thinking of a simpel background color of the brand template or ticket subject  perhaps, any experience how to make it better for agents managing multiply brands?

     

     

    0
  • Jacob J Christensen
    Comment actions Permalink

    Hi Kristian,

    I would say make sure you have uploaded clearly identifiable logos for your brands, so agents can quickly orient themselves when opening a new ticket.

    Also include the brand placeholder {{ticket.brand.name}} in agent signatures and macros, so you can automate most if not all references to your brand name.

    For example:

    Thank you for contacting {{ticket.brand.name}} customer service...

    in a macro comment will automagically insert the ticket brand in the text, so your agents don't have to.

    Hope that helps you out!

    0
  • Kristian Tengstedt
    Comment actions Permalink

    Good points and I appreciate the tip regarding the placeholder for brand name, that will surely become handy :)

    We have different logos at the moment, but we just think they are kind of "hidden away" in the upper left corner. Maybe it just takes time to get used to.

    0
  • Tara D.
    Comment actions Permalink

    Is there an update on Agent Permissions?

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Tara - 

    No updates at this time. 

    0
  • Ryan
    Comment actions Permalink
    • 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! 

    2
  • Jessie Schutz
    Comment actions Permalink

    Hi Ryan!

    There aren't any updates to share on any user permissions with Multibrand. We appreciate you sharing your use case, though!

    0
  • Lisa S
    Comment actions Permalink

    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 

    2
  • Jo Hawkins
    Comment actions Permalink

    +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!

    1
  • Eun L
    Comment actions Permalink

    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
  • Hannah Ligon
    Comment actions Permalink

    Also checking in to see if there are any updates to end user permissions for multibrand help centers. 

    0
  • Kristel Diepeveen
    Comment actions Permalink

    Is there an update about multiple email templates? I need to change to multibrand instead of the hub and spoke model we are currently using, but I cannot do that with no option to use multiple email templates. 

     

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Kristel - 

    There is a project planned around email templates and this is something we intend to support, but we don't have a timeline or any deliverables yet. 

     

    0
  • Andrew Soderberg
    Comment actions Permalink

    We are now planning adding several brands to our Zendesk instance and would also like to have an update on the master list provided 4 years ago, at least on what order the remaining issues may be addressed (even if no dates are known yet).

     

    0
  • Lisa S
    Comment actions Permalink

    Hi,

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

    Thanks,
    Lisa

    1
  • pstrauss
    Comment actions Permalink

    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
  • Pedro Rodrigues
    Comment actions Permalink

    @pstrauss

    • Phone numbers, email addresses, and forms are tied to brands...
    • ...with an exception. if agents are creating tickets on behalf of requesters and they don't use macros that do so, brand won't be automatically assigned
    • Chat tickets are created under the default brand = you need to create triggers to fix this (do it when the zopim_chat_ended, zopim_chat_missed, or zopim_offline_message are added)

    So that behavior is a bit weird, your only concern with brand assignment should be regarding Chats.

    Have you checked the events of tickets whose channel is email, for example?

    0
  • pstrauss
    Comment actions Permalink

    The tip about looking at events really helped. I found a trigger that someone else set up which was setting the brand to the default brand on ticket creation, overriding the one set by the inbound source. I'll modify that trigger and it should solve the problem - knock wood.

    I'll let you know if I continue to have problems.

    That's good to know about chats too.

    0
  • pstrauss
    Comment actions Permalink

    One other question about Chats - does the brand not get automatically assigned even if I create a custom chat widget just for that brand?

    0
  • Michael Wojtaszek
    Comment actions Permalink

    @pstrauss

    I use triggers to assign the appropriate brand to chat tickets, using the automatically generated internal comment that identifies the URL the chat was initiated on. It looks something like this:

    All conditions:

    Channel IS Chat

    Ticket IS Created

    Any Conditions

    Comment text - Contains at least on of the following words - yourcomany.com

    Actions

    Brand - yourcompany

     

    Works every time.

    ;-)

    0
  • Luiza Gusmão
    Comment actions Permalink

    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

Please sign in to leave a comment.

Powered by Zendesk