Issue with welcome message on instance with multiple brands
Dear Zendesk team and dear community.
We have a use case that I can't fulfill, and I go to this whole beautiful community to see if anyone is experiencing the same thing or if the Zendesk team has any additional workarounds.
I will describe the case below (please be patient, it is long):
* In my instance I have 5 brands (A, B, C, D and E), each brand represents a different company and brand A was the first to be created in the instance
* The mark To the tickets of your clients enter only by form (guide activated)
* In brands B and D, your customer's tickets enter only through the zendesk bot in messaging format where we have configured a transfer step to an agent (without activated guide)
* Brand C, the tickets of your clients enter via form and bot in messaging format (both from zendesk) (with guide activated)
* The E mark, the tickets of your clients enter via bot messaging format (with guide activated)
* Each brand has a different mail and a different design that represents your business
* The instance is open, anyone can create a ticket
* Each new end user receives their welcome email to register when they have created their first ticket
The problem I have is that when an end user creates a ticket for the first time (for example from brand B through the bot form) the welcome email that reaches the end user is sent from any of the other brands, in this case of mark A, but never from the march where I create the first ticket.
Then the end user finds himself with two emails, the welcome one that was sent by brand A and the email corresponding to the creation of the ticket that was sent by brand B. The same happens with brand D, C and E.
Imagine what the client might think...? You are writing to a brand and you get a welcome from another brand... (the situation is a bit messy).
We tried to change the default brand, the default mail, the default agent route, but we have not been able to get the welcome to be provided by the corresponding brand.
We get to the point of only leaving two marks, but the same thing happens.
I would like to know if this use case has happened to anyone, because we did not find any way to route the welcome messages by the corresponding brand.
First of all, I attribute it to something that we are missing from configuring, but I am afraid that this case could be a big Zendesk bug.
We remain attentive to any comment.
Greetings from the southern cone!
I can confirm this is not a ZD bug. It's the way Zendesk is designed.
It would be expected for the customer to receive 2 emails as you noted. The first is their welcome email to Zendesk, and the second is the email notification in regards to the new request which has been submitted and contains the ticket ID for their reference.
In my experience with my Zendesk customers, I find that they note in the welcome email that Brands A B C D E are a part of parent company X.
Customers are generally ok with you indicating that Brands ABCDE are apart of Parent Company X and then it all makes sense to them and it doesn't worry them so much.
I would recommend for you to update the wording which is sent out in the welcome email to customers.
Also note that there are still a bunch of multibrand limitations when utilizing the multi Brand feature inside Zendesk. Check this article here for the full list of known limitations - Multibrand known issues
Hope this helps. :)
Thank you very much for your valuable contribution Amy!
I understand what you are saying and in fact, before uploading the first post, we carry out the configuration you mention, taking into account the existence of a parent brand X, from which the welcome email arrives to register, and then if we can track your ticket from the corresponding brand.
For us and from a technical perspective it is a viable path, but to tell the truth, from a point of view as a customer or customer experience, it is not a very transparent solution, let alone a very happy one.
As I was saying, before the post we have proposed and configured it so that it works like this, improving the writing of all the texts, but unfortunately our client considers that it is an unclear practice for his client portfolio.
As an alternative, we are about to implement a solution that controls when a ticket is created, if the applicant is new, directly mark their account as verified, so that the welcome email does not arrive, and for the only time, in the ticket notification email created put the welcome texts etc.
Already in the successive tickets that the client sends, he will not receive this notification, for this we will have to handle a flag that indicates this situation.
It's a great patch, but we can't think of another solution.
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