Multibrand known issues

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21 Comments

  • Kasper Sørensen
    Zendesk Product Manager

    Hi all, in December 2020 we released Visibility Permissions for Help Center. Thereby striking out one more item on this list! :)

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  • Tara Urbanek

    Is there any update on Agent Permissions?

    We currently use ZD for both corporate/satellite IT as well as a specific product support tool. In some cases, satellite IT agents are the end user for the product support - causing a lot of conflict with how the tickets behave, etc. Since we have the product end users submit a form via Help Center, the satellite IT agents can't see the form. We've got a messy workaround that involves creating a 'dummy' account for every satellite, but maintaining two user accounts is tricky for out IT agents. Being able to sort this out via permissions would be great.

    1
  • Kasper Sørensen
    Zendesk Product Manager

    Hi Tara,

    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.

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  • Anastasia Kachanova

    Hi,

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

    Tested today and seems that this was fixed. Could anyone from zendesk team to confirm on this please?

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  • Play Telecom

    organization fields - Zendesk keeps the same fields for both brands. The platform should allow to define different organization fields for each brand.

    We do not have the same requirements for our client's information in our two different brands.

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  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    Hi Play Telecom,

    I agree -- I usually get around this though by using different forms and setting up triggers so if the ticket is for Brand A, set Form A and if Brand B, set Form B. Etc.

    -1
  • Play Telecom

    Hi Heather,

    Yes, forms are great. But they only works for ticket field, not organizations fields. 

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  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    Ha! My bad. Missed the "Organization" in "Organization fields" in your comment. 

    0
  • Dave Dyson

    The workaround for that would probably be to add brand-specific prefixes to the names of your organization fields. But I can see where that could be cumbersome if you have a large number of custom organization fields. Would you mind posting your use case to our Feedback on Support topic? We have a template you can copy and use in your post. Thanks!

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  • Ivan B

    Why there is nothing said about double-branded notifications regarding articles' comments?
    The issue itself was reported within ticket #6996754

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  • Nicole Saunders
    Zendesk Community Manager

    Hi Ivan, 

    The article above covers several years of updates with the system, however, the issue you're seeing only just arose today. It's related to an integration we have that seems to have a bug. We're working on getting it fixed; give us a day or two and you should no longer see those emails. 

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  • Ramona F

    Hi! 

    Can someone from zendesk can confirm if this bug was solved?

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

    Also, this link How does Zendesk Chat work with multibrand? doesn't work( The page ypu were looking for doesn't exist)

    Thank you!

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  • Dave Dyson
    Hi Ivan, 
     
    Unfortunately, live chat does not support multiple brands (see the note here: https://support.zendesk.com/hc/en-us/articles/4408829476378-Setting-up-multiple-brands#topic_gmf_z23_dr). We've removed the article link you mentioned from this article, as that article was out of date. 
     
    However, there is a workaround using Chat and Support tags to identify the brand -- see Dane Adriano's comment here for more information: Chat by Brand
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  • Mariano Terzolo

    Good morning community,

     

    Is there a way to prevent agents from changing the brand of a ticket? I tried disabling the brand combo box but I couldn’t find how.

    Regards,

     

    Mariano

    0
  • Elaine
    Zendesk Customer Care
    Hi Mariano,

    Yes, this is possible for the Enterprise plan. You will need to create custom roles to restrict the agent access within their group and then create routing rules. 

    Here's an article for your reference: Multibrand: Restricting agents to specific brands 
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  • Mariano Terzolo

    Hi Elaine,

    Thanks for your answer. Alas, we have just the Growth suite.

    Anyway, just to let you know, I found an acceptable workaround using triggers. First, I created triggers for attaching a label with the brand name to every ticket. The agents can’t remove the labels thanks to the Tag Locker app. Second, I created triggers that run every time a ticket is updated. They check the brand label and just set the brand according to the label. If someone inadvertently (or not) changed the brand of a ticket, the trigger just sets the brand back to the original one.

    I hope this is helpful for someone with the same issue.

    Cheers!

    1
  • Bonny Wong

    Hi team,

    Regarding the following known issue:

    "Content management - Each Help Center is separate, but multi-brand can be used to support multiple brands using content from a single knowledge base. If you create separate help centers, the content is also separated."

    Is there any workaround or app connection that can somewhat solve this currently? It's a feature that we had in our previous KB software that is critically missing in Zendesk, as we were planning to have white label partners set up as brands - manually updating help articles across brands is time-consuming and prone to human error.

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  • Jeff C
    Zendesk Customer Care

    Hello Bonny,

    Unfortunately there is no workaround or app connection that we can suggest for now to address this functionality but the good new is this in our current roadmap already where you can see more details here

    If you interact with the widget, go to the Planned section and look for Article Placement to know more about it. Please feel free to answer for the How is this important? question within so our Product Managers are aware on your feedback.

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  • Arno (EMEA Partner)

    First asked for a workaround on Agent workspace related article, but a guess this could been seen as an issue with multibrand support, and could be pretty easily corrected:

    Anyone found a workaround for this in Agent Workspace? When working with multiple brands "incorrect" receiver information on ticket causes unnecessary confusion for agents. For some reason also with multibrand the Zendesk account name is shown as receiver of the ticket. It is surely common, that main brand is the same or similar to company name, so account name looks like one of the brands, and when you receive emails to other brands, with quick look, it looks like brand was incorrectly set on ticket. Is there a way to change that somehow so, that actually receiving brand name, or correctly receiving address name, would be shown as receiver correctly on the ticket view?

    Changed account name to "Account name shown here?" to test it, to be sure, that it really is account name shown, not the email address name nor correct brand name:

    It would nice to see brand or email address name as receiver:

    Is there a way to achieve this or reasonable workaround? All I could think is to change the account name to something so general and unrelated, that does not mix with the brands at all.

    1
  • Julio H
    Zendesk Customer Care
    Hi Arno,

    Thanks for your feedback. The only workaround I see, will be to change the account name to something generic, and then enable brands on your tickets


     
    Then you can have triggers in place to set the brand of the ticket by using the received at condition and set brand as an action. 
     

     
    So the emails tickets get assigned a brand since creation. So, agents can identify the brand where the ticket was created from. 

    I hope it helps! 

    Greetings. 
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  • Arno (EMEA Partner)

    Thanks for confirming this. Yes, this question was especially about use with multiple brands. This the case where account name causes unnecessary confusion.

    Noting that triggers are not really required to set brand for incoming email, as email addresses are registered under a brand, and brand is set automatically correctly based on the receiving email address.

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