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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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Shawna James

Community Product Feedback Specialist

Hey Atanas, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. I know I have reached out on this matter before but it would be greatly appreciated, for the purposes of our PM's understanding and processing, for you to include your business impact of this lack of functionality. A template has been created here for you to use. Thank you for using this in your feedback going forward. 
 
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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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

Community Product Feedback Specialist

Thank you Atanas! Super helpful context for our product teams. Much appreciated!

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Alina Wright

Zendesk Product Manager

Hi all, PM for roles and permissions here. Can you help me better understand, is the fact the external ID is the unique identifier here the issue or more so the email? 
 
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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