End user ticket access across multi-brand configuration options
We're building out multi-brands and don't have much overlap in terms of audiences per brand. Nonetheless, there are bound to be some end users that need support on brand A and brand B. I'm glad to see that the agent can see tickets across brands, but when I test as an end user, and go to the My Activities page, I can only see brand A tickets on the brand A help center, and same with brand B from what I can tell.
This seems like a good default, but is this the only config possible or is there a way to pool their tickets when they go to their activities page?
You are correct, this is by design. The main purpose of multibrand is to differentiate channels for end-users for a company. As of the moment, there's no native way to combine tickets of multiple brands on a single "My Activities" page.
You can add this suggestion to the feedback forum for the ticketing system.
Here's information on how to write an effective feedback post.
do you know if this works the same way in salesforce? we're using the integration app to help our sales team see their accounts activity and would like them to be able to see end user activity.
I'm not very familiar on the way salesforce works. But for Zendesk, an overview of the end-user activity can be found on the context panel > Interactions.
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