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Product feedback: manage user profile settings in Zendesk Support/Agent Workspace
Posted Feb 23, 2022
Hi guys,
We would like to be able to customize columns list in end-user profile (marked in red on the screenshot below):
For example we do have several multi-brand Zendesk Instances, where we have customers registered with the same email address in all of our brands. On daily basis our agents need to verify certain information provided by end-users, search in previous correspondences, and that's why we need to be able to differentiate end-user tickets by brand in really fast and efficient way.
Ideally we need to be able to open end-user profile and filter existing tickets by brand. To have Brand filter/column added will be of help and much appreciated. As well will be good if we will be able to add custom columns to the end-user profile/view (this could be same way as we have it currently in the view settings).
Another solution that will be appreciated is to have end-user profile connected to Brand instead of an organization, I think a lot of customer support teams will be happy to see this option in place.
Thanks,
Anastasia
8
3 comments
Official
Brett Elliott
Hi Anastasia,
Brett from the Zendesk Product team here. My team are currently working on a new Customer Profile Page that we expect to release later in the year. Our first iteration won't include the ability to configure the columns shown or include Brand. That said, this is something that other customers have requested and something we intend to explore later in the year. If you don't mind, I'd like to hear more about your particular situation. How would including Brand in this ticket table help you and your colleagues?
Associating a User with a Brand would be a large project that we don't have any plans for yet. Again, I'd love to hear more about your situation here. What would associating a Brand with a User let you do that you can't do today?
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Anastasia Kachanova
Hi Brett,
Happy to hear that new Customer Profile page will be live soon :)
Our situation is that we offer Customer Service support for Online Gambling sites (B2C). Often we do have projects with 1 license but multiple brands inside.
For example we do have 1 Zendesk instance with 5 active brands inside - these are 5 casinos where customers can register. Each customer is allowed to have 1 open account per brand using same email address registered. So in our case is possible that we will be contacted by 1 end-user from 1 email address asking questions about 5 brands and we are obliged to differentiate these queries and to make sure that we do not cross-brand the information.
In the case above Zendesk will create 1 end-user profile with 1 email address registered and no brand differentiation (all customer queries about 5 brands will be stored under 1 end-user profile). Our daily routine in this business is to check not only current query of this customer, but to run through their previous correspondences and verify some information. As well we deal on daily basis with GDPR requests (SAR's etc) and we need to extract customer correspondences per brand.
Currently lack of brand differentiation in Zendesk is big pain point for us. Our agents needs to do a lot of manual work on daily basis, upon each incoming query they need to check previous conversations, opening end-user profile and browsing through their correspondences from all 5 brands instead of 1. This can lead to mistakes if someone is in rush and will check information from different brand for example. In our business we cannot allow cross branding due to regulation requirements. And such mistake can cause us a lot of problems further.
Please note that our company at the moment hold 5 Zendesk instances, half of them are multi-brand, more instances will come soon. It will be highly appreciated to have any kind of solution for brands. If we will be able to connect user to brand instead of an organization it will be amazing, if you can add someday additional columns to tickets view in end-user profile or add brand filters in Zendesk it will be of help as well.
Our current workaround is to create numeric ticket field where agents can copy-paste unique numeric ID of the customer, this allows us to perform search by this ID number. Unfortunately this workaround is not ideal as well.
Hope my detailed answer was of help :)
Thanks,
Anastasia
3
Anastasia Kachanova
@zendesk any updates on this one?
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