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Better segregation of users between Branded Help Centres
Posted Aug 18, 2021
Hi All,
ISSUE
I believe Zendesk requires vastly improved segregation of users between branded Help Centres. At present, if a user creates an account on one branded Help Centre, they will be able to access another.
USE CASE
In my company, we have a B2B and B2C product set, each with their own Help Centres - both are vastly different and are supported with completely separate models.
Despite disabling the 'Sign In' button on the B2C Help Centre, a few enterprising users have found a way to access the sign up modal. Once they sign up, they are able find the B2B Help Centre and log in there - this is extremely frustrating.
We have had several recent occasions, where these users are logging P1 outages on B2B portal, resulting in alerts being sent to our on-call team.
Our goal for the B2C model, is to use the ticket form on the B2C Help Centre to in-take requests and then have the user respond via email - we do not want users logging in to view the status of requests.
While I appreciate the use case is probably a little bit unusual, I believe the issue still stands.
SOLUTION
I think the easiest thing to resolve this issue would be providing the option to assign a Brand to a user - either this Brand would be assigned to the user depending on the Help Centre they signed up with or manually added by an Agent to the users account.
With the assigned Brand, the user could only login to the Help Centre associated with it.
Beyond that, I would also be interested in the option to completely remove the ability for a user to Sign Up / Sign In to a given Branded Help Centre - not just hiding the Sign in button. I do not believe this is a sufficient solution, as it is still very easy to access the Sign Up modal.
There are numerous posts across Zendesk with requests to do with modifying the modal, removing sign-up ability, etc., so it would be great to have more control in this area.
Best regards,
Stephen
3
2 comments
Tetiana Gron
Hi Stephen,
Thank you for your feedback! Have you tried to use user segments to restrict access to some help centers? Read more about Restricting help center access to signed in end user.
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Stephen
Hi Tetiana,
I make extensive use of them in our B2B Help Centre, however I don't believe this is a robust enough solution, as it still allows users we want in our B2C brand, who manage to access our B2B branded Help Centre to submit a ticket.
I also find that being unable to associate users with a brand can be difficult, when we are managing thousands of end users. I will like to be able to search for all users associated with a particular Brand.
As well as that, my company is looking to implement SSO in the future and it is a known issue that if you implement SSO for one Brand, it covers all Brands.
Best regards,
Stephen
2