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Why is an Agents now being asked to select a Brand/Department when resetting their password?



Posted Nov 27, 2024

Overview: 

Referencing a recent update to Brands - Announcing Department Spaces – Zendesk help.  We have two departments/brands in our instance, which helps us manage forms and our two separate Help Centers.  But our Agents can work across both departments/brands. Hence every Agent is linked to both Brands/Departments.

 

Issue:

Since this update we have now noticed when an Agent wants to reset their password, they are being asked to select a Brand/Department.  This change to Brands/Departments has now created confusion.  And is now creating a security problem as our Agents are not updating their password as often as we require them to.

 

The problem that requires solving:

It is unclear how our Agents are to reset their passwords.  Which Brand do they select? Why would the Brand have anything to do with their passwords?

 

Ideal solution:

The Brand/Department that an Agent is linked to has no impact on their ability to update their passwords.

 

 


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1 comment

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Shawna James

Community Product Feedback Specialist

Hey Shona,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. 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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