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The ability to hide Brand dropdown



Posted Apr 26, 2023

Feature Request Summary: 

The ability to hide the brand dropdown from a ticket

Zendesk needs to the ability to completely separate Brands from each other so that a user who is a member of one brand can not see any information from another.

Description/Use Cases: 

We are setting up our resellers as Brands to have visibility over their workload. The only issue is that we cannot 100% separate brands from one another, the brand dropdown on a ticket is still there so reseller A can move a ticket to reseller B which is not ideal. We don't want Brands to know of one another.

Business impact of limitation or missing feature:

This is critical to our business, without hiding the Brand we cannot 100% separate the brands from one another.

Other necessary information or resources:

A similar request was made here: https://support.zendesk.com/hc/en-us/community/posts/4608907767066-Ability-to-completely-separate-Brands?page=1#community_comment_5633011153562

Discussed this in case: 11461578


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11 comments

Official

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Alina Wright

Zendesk Product Manager

Hello everyone, thanks so much for your feedback on Brands. We're launching a Brand Based Access EAP that will *eventually* allow you to restrict the brand drop down by role. It won't be part of the initial release, but hoping you can find it use. Attaching the sign up link and relevant information here. You must be on Enterprise to access this EAP.

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What is the Early Access Program?

The Early Access Program is designed to provide our customers with early access to new features and improvements. By participating in the EAP, you will have the chance to explore these enhancements ahead of their official release and provide valuable feedback that will help shape the final product.

What is Brand Based Ticket Access EAP?

"Brand-based ticket access" in Zendesk allows agents to manage tickets associated only with their assigned brands. This ensures focused support, enhances data privacy, and promotes specialized product knowledge. Agents will now belong to brands and their ticket access will depend on their brand membership. Zendesk Admins will automatically belong to all brands.

How to Enroll

Enrolling in the EAP is simple. Just click on the following link: Sign Up for EAP and follow the instructions to register. Once you've signed up, you'll receive further information on how to access and use the new features. We are planning to launch in Q1 2024 and will follow up prior to any activation. Filling out the Sign Up form does NOT automatically enroll you in the EAP.

A few weeks prior to the release of Brand Based Ticket Access EAP, I will email you with instructions, screenshots, and a specific timeline. 

Expectations of Participants

As a participant in the EAP, we kindly ask for your active engagement and feedback. This may include participating in surveys, providing feedback on your experience, and reporting any issues you encounter. Your insights and suggestions will be invaluable in helping us refine our products and ensure they meet the needs of all our customers.

If you have any questions or need further clarification, please don't hesitate to reach out to me directly at alina.wright@zendesk.com. We greatly value your input and look forward to your participation in our Early Access Program.

 

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Graham Robson

The OG - 2021

Hi Lorand,

You may like to try our app Formset (free 30 day trial) It supports the ability to hide Brand Option values as defined in conditional rules. 

The driving field can be something like Group, a hidden field that defines which brands the should be available to the ticket, or an Org field applicable to the requester.

Thanks,  Graham

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Thanks Graham but we are looking for something native to Zendesk, we think hiding the brand should be an option since you can isolate the brands from one another we don't see why there is no option to also hide the brands from one another.

Is there any way for the dev team to prioritize this or confirm that it will be an option in Zendesk? 

Thanks!

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Alina Wright

Zendesk Product Manager

Lorand Balint very timely feedback! We're currently exploring brand based permissions and would love to chat with you if you have time. Here's a calendly link to schedule a user interview if you're interested and have the capacity!

 

https://calendly.com/alina-wright/user-interview-brand-based-permissions

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Hi Alina Wright, amazing! I scheduled a call for Thursday 10:30am. I really appreciate your help!

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Caroline Kello

Zendesk Product Manager

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

Community Product Feedback Specialist

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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+1

We need this feature, it would greatly benefit us in ensuring that agents can only access information within their assigned brand and not from any other brand, especially when managing multiple brands, some of which may involve confidential data including brand name. Can achieving this be possible through custom coding?

 

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+1

 

We do not even use the brand feature, I go into the options for it in the admin area and it still has the ‘get started’ page showing we haven't started using it. But the ‘Brands’ dropdown has started appearing at the top of our tickets this week without a way to hide it in fields, forms, or the contextual workspaces options. Just dumb really - sorry to be so negative.

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Alina Wright

Zendesk Product Manager

Scott - Not negative, good feedback. We'll update it so that it doesn't show up for you when you only have one brand. 
Johnny - working on it!

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Tim Grimshaw

Zendesk Luminary

Just came here to ask the same thing as Scott - please could we hide the brand drop-down if we don't have multiple brands?

 

It seems that muscle-memory is strooooong, and we've had people changing the requester field to agents because they're so used to the assignee field being ‘second down’ in the list. Now that the brand drop down appears, everyone's accidentally changing the requester field instead of the assignee field 😆😭

 

Thank youuuu!

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