Splitting Single Brand into Multiple Brands
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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Brands are more of a customer facing element (separate Guides KB, template designs, with their own URLs). We have two brands on production, and currently 3 brands in our Sandbox. The backend (agent and admin) side is still all your one Zendesk instance. The triggers and ticket forms and views are all together in the same place. The administration is all the same as you have it now. There are just some added settings for brands and selectors for filtering and routing by brand (views, triggers, automations, forms).
If you name everything well, your brands will allow you some organization to keep it all reasonably managed.
I have been telling everyone I know at Zendesk that now that they have this multi brand capability, they have finally out grown the current UI/UX to properly administer Zendesk instances. This part is not fun anymore.
The customer experience is great, the agent experience is great (if you have built the workflows effectively). It is time for the admin experience to get an overhaul. Not just a facelift.
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Andrej Andrej
I truely agreeadministering 5 Brands feels like a mine field when setting Contextual Workplaces, Macros, Triggers, views .
I hope its on Zendesk's roadmap
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While we have nothing to report on right now regarding the roadmap of Support for Brands. I would recommend posting your feedback on our Support Feedback forums so our devs can consider it for future updates.
Best Regards.
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Thanks Devan
Will do
I wonder why I have "You're not authorized to access this page" in the link you sent 🤔
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