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Default different brands for agent
Posted Oct 03, 2022
We need a way to set different Brand's for agents instead of defaulting for the entire agent population. When the agent is creating a ticket, they'll have to select the brand regardless if their group is available in that group or not. We'd like to have the agents see ONLY the brand(s) that their group's form is available in.
EXAMPLE:
Brands are Brand A, Brand B, Brand C
Currently the default brand is Brand A.
Groups are Team A, Team B, Team C.
Team A has a form only available in Brand A.
Team B has a form only available in Brand C and Brand A.
Team C has a form only available in Brand B and Brand A.
So if Agent Joe is in Team B, then I would prefer him to only be able to view, or at the very least, default to Brand C and Brand A as he won't need to see or use Brand B.
This will GREATLY help our teams be more efficient and not accidentally use the wrong forms in the wrong brand, which therefore would impact our reporting.
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5 comments
Christine Wehner
no comment from Zendesk or Woraround - suggestion from others? We have the same big problem...
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prakash.sati
We also need solution for this, Zendesk has no plans i believe to restrict the Brands.
Some workaround will be helpful!
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Alina Wright
Hi all, this is a key piece of feedback that we will consider for our multi brand efforts planned for later this year. I'll follow up on this post with updates, so please 'follow'.
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Caroline Kello
Hello everyone!
We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on July 27 at 11AM CDT for our PM Roundtable on Permissions and Audit log. It’ll be an open discussion on what is and isn’t working for you on this focus area of Zendesk. We'd also like feedback on the challenges you have around brands. So please bring those questions, concerns and feedback because we want to hear from you! The link to register can be found here, we’d love to see you all there.
Best regards, Caroline and Alina
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Shawna James
Thank you so much for providing feedback on this area! We want to note that this feedback has been logged. In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable on this subject matter. Please find the recording and follow up article from the event. Thank you again for your feedback!
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