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Multibrand: Restricting agents to specific brands



Edited Jun 21, 2024


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8 comments

would this solution remove the brand dropdown menu on the left sidebar?

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Jeff C

Zendesk Customer Care

Hi Anthony,

No it wont as this is workflow is designed to route tickets to an appropriate group but it would not totally restrict them from seeing the Brand drop down field as this is a system field. 

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This should be included in roles... So much cleaner :)

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Or in the agent-profile. Even better !

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Are there any ETA on this? It's really, really restricted since we have brands where some tickets must stay privates.

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Why in the world are Brands available in Professional, but this feature is only available in Enterprise? If you are not going to allow us to assign agents to a Brand, why even give us the brand option?

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This article would be greatly improved by implementing a specific example, such isolating agents who provide sales support from those who provide clinical support. As it is, instructions likes those in Step 1 are too vague to be useful. And in Step 3, where does one set the routing rules?

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One way we could use it in our case is like this:

We have a tech support center in one brand. They should have acces to all tickets in this brand without exception.

The other brand is a transportation service for schools.This brands also has confidential requests for parents children so our other agents MUST not see tickets from their brands.

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