Hi! I'm looking for some advice on splitting one brand into multiple brands. We currently have 20 groups, 60 agents, and 150k tickets. Some of our growing pains have included being unable to send tickets to multiple groups simultaneously (we have a temporary workaround), getting the right mix of user permissions and ticket security, and simply managing copious triggers, views, and macros across the groups.
I believe splitting into multiple brands might be a possible solution, where each brand would be one of our company divisions, each with their respective groups. My concern is what happens to the existing tickets in those groups? Would the agents of the new brands lose access to their existing tickets if we removed them from the original brand? Or would those tickets be migrated for us? Has anyone done something similar before? If so, what were some of your obstacles?
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