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Product feedback: Zendesk messaging limitation with multibrand use-case
Posted Nov 22, 2023
Hello Team,
Currently there is a limitation in Zendesk where end-users can have only one external ID in their profile which in our use-case proves to be problematic due to the fact that we are currently managing a multibrand instance.
In this case, we are not able to associate 2 external IDs with the same profile and e-mail address even though it is the same individual.
This creates inconsistencies for agent experience and issues with ticket handling.
Looking forward to such an implementation.
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6 comments
Shawna James
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Anastasia Kachanova
+1
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Atanas Tomov
Hi Shawna James,
Apologies for not including the business impact. To clarify, it is not an issue with the amount of accounts being created but rather the fact that the system is creating multiple accounts for the same customer and assigning one conversation to one account and another conversation to a second account and so on. This could prompt the CSA to miss important information associated with the customer and therefore mislead or provide incorrect solution to end-user.
As we understand from the communication with Zendesk Support - there is unfortunately no workaround for this behavior at this moment.
Thank you.
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Shawna James
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Boyan Spasov
+1
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Alina Wright
Can you share more about how you're using this? We actually have a roundtable coming up on February 12th that will be on this topic that you should consider attending as this is part of the topic. Shawna James perhaps you can send that info.
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