Default Brand and FormAnswered
In a multibranded instance, we need the ability to set a "default brand" for our agents. We have agents occasionally add tickets from "other" brands with the wrong brand which leads to customer confusion.
Hi, Jeremy Watkin. 👋 You can set a brand to be the default. You can also choose how the brand field should behave by going to Settings -> Brand and toggling this setting off/on as needed:
If it is on - your agents are prompted to choose a brand each time they create a ticket.
To set a brand to default, simply go to the brand in the same menu and click the gear-icon and choose "Make default":
Need the ability to have a default form for each Brand as well
William Grote - You can choose which form to be available for which brand in the ticket form settings:
If you deselect "Apply to all brands" you can then choose which brand this form should be available for.
You can then use triggers to apply the correct forms you want based on a brand condition.
Kristian, in my case, beyond the original main form (which is the default form) and brand, I only created one other brand and one other form. I want to pair those second two to each other exclusively so when end users go to that 2nd brand page they can only access that 2nd form. As Willian has noted, from the 2nd brand page it only seems to launch the first form at best. I'm confused: What is the purpose of the Associated Brands option then? I don't have "Apply to all brands" check anywhere. Under what circumstances does it work and only launch the form designated to it? How is a brand defined in this context? Doesn't it include the brand website/subdomain site?
Hi, Lorraine Ryder,
Can you go to Settings > Objects and rules > Tickets > Forms - and here choose a form. When in this form, do you see the option like I have?
Thanks for your reply, Kristain! Yes, that is what I was referring to. I don't have that checked on either form.
On further digging, the first form was hardcoded into home section of the first site to launch (before my time) which override everything, so when I copied that site to create the second site it also launched the first form. Now I have it correctly launching to the second form, though it's very difficult to test prior to actually Activating the site. Without some heavy maneuvering, it takes me and anyone I send the site link to for approval to the dashboard instead. Tip: At first I didn't recognize that my revision of the hardcoding worked because the second form looked so much like the first form. Verify by the Form ID in the URL in the browser to be sure.
So the issue is a little tricky, we have a main consumer facing brand, with a default form, and then a few internal brands and one for investors. We dont use the email channel for support - (we try to encourage customers to use forms) if the occasional email does create a ticket, even though we dont even have the default form available on the other brands, the system picks as a default form for the internal facing brand the NEXT form down the list available as a fall back, which causes these tickets to get completely misrouted
It would just be SOOOO much easier to be able to specify a default for for each brand than to have to add triggers and automations to try to correct it after the fact
Regarding the issue of being able to specify a default Brand for each ticket form, for the best visibility to our product team, would one of you mind creating a post in our Feedback - Ticketing System (Support) topic, using this template? Then others can upvote and add comments to explain their use cases as well. Thanks!
I understand. The only solution I see, is what you mention: using triggers to set the correct form based on the brand.
I am having trouble with triggers set to populate brand form. Is there any documentation that can help with this?
It may be worth taking a look at this article which provides a number of resources for setting up this workflow: Designing automated ticket workflows
We also have our Triggers Recipes Reference article which provides recipes for automating workflows.
I hope this helps!
How do we set a default brand per agent? Some members of the team ONLY work with a specific brand and I don't want them to have to select the brand everytime they create/edit/save/update a ticket
Kindly check the workaround from the article Multibrand: Restricting agents to specific brands on ow to set a default brand per agent and restrict them to only work on a specific brand moving forward.
Hope this helps!
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