Restricting tickets visibility to Brand
PlannedThe solution presented in Multibrand: Restricting agents to specific brands (Enterprise), as commented by Mjaman, 'falls short of what we really need,' and mostly because brands are attributed to tickets, instead of agents.
The challenge here is visibility: if I don't want agents who work in Brand A to see Brand B's tickets (regardless of Group and/or Organization), there's no way I can set it up.
Brand visibility settings would need to be present in both Users and Roles: users could belong to one more brands, and their role would allow us to set ticket visibility based on brands.
Examples:
- User belongs to Brand 1. Role would allow user to access all tickets within their brands (in this case, Brand 1).
- User belongs to Brand 1, 2, 3. Role would allow user to access all tickets within their brands (in this case, Brands 1, 2, and 3).
- User belongs to Brand 1, 2, 3. Role would allow user to access all tickets within their organizations (e.g. an organization with customers from those three brands, which included the agent, they'd be able to see only their).
This would probably mean more versatile permissions within a Role... In other words, why a single choice (drop-down) option, instead of multi-select?
For example:
- Role 1. Agents have access to all tickets within their Brand(s).
- Role 2. Agents have access to all tickets within their Brand(s) and their Group(s).
- Role 3. Agents have access to all tickets within their Brand(s) and their Organization(s).
- Role 4. Agents have access to all tickets within their Group(s) and Organization(s).
Thanks in advance for any input/feedback!
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Hello! I have a few more suggestions on how we can make Zendesk a more brand-focused experience for our agents.
- Zendesk role should also set a default value for the following in the Agent Workspace:
- Which brand is immediately shown when opening the ticket creation page
- Which form is immediately shown
- Which Help Center loads from the Guide shortcut - Zendesk group should be associated with a brand.
(One brand each, or maybe more, like with Zendesk forms?) - When opening the Assignee field in the ticket form, groups from other brands should be collated into their brands, so that agents can only see groups from other brands only when they purposely want to (like in cross-brand escalation).
- The following should also have brand-based permission: (Or role-based permission if the role can be associated with a brand)
- Access to tickets
- Access to suspended emails (can only see suspended emails to addresses associated with their brand)
- Views
- Macros
Basically, I hate that the Zendesk Agent Workspace defaults to the main brand, and agents from other brands have to manually change their brand and form when creating tickets.
I also hate that ticket viewing permissions are so inefficient and suspended email viewing permissions are practically unavailable for them.
- Zendesk role should also set a default value for the following in the Agent Workspace:
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+1 for me on this. We need brands to be almost completely separate when it comes to agent access. Right now that is not possible. Agent A can see all brands, so we have to special groups and try to hide things and it's really clunky.
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+1 - Following this thread. We could use this feature as well.
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This most likely won't move anywhere anytime soon. We've been on ZD enterprise for almost 10 years and this was never considered.
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+1 this is a must have have feature when you are offering Multi Brand setup!!!
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Is there a timeline for this and will it only be available on Enterprise or will it be available on other options such as professionals?
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Yes, please!!!
Macro and view: Can you please allow view and macro permissions to be by brand. Today, we have global, by agent and for me only. Please add brand as an option as we have to pick so many groups when granting macro and view access.
Suspended tickets: Please restrict by brand as well. Data privacy is key to our company, and we have non-admins who help manage suspended tickets for their respective brands. Zendesk's suspended view does not even have the recipient. We did buy Shredder, which helps with rules and shows the recipient email, so each division sorts by the recipient email. However, ideally, we don't want Brand A people to even see suspended emails for Brand B, C or D.
Explore: Ideally, we could grant by brand permission on datasets in Explore.
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Hi all, following up with a calendly link to schedule user interviews around this brand based permissions space.
If you're part of an enterprise (and up) plan and are an admin / have strong opinions on brand based permissions, please use this link to schedule time with me in the next 2 weeks. Thank yoU!https://calendly.com/alina-wright/user-interview-brand-based-permissions
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