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Set Brand Defaults to New Team Members
Posted Mar 11, 2025
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.].
I would like all brands to be added to new team members when added to my instance of Zendesk. This is currently affecting internal workflows as these new team members cannot create tickets via email when they are not associated to a brand.
What problem do you see this solving?
It solves a failure in ticket creation that occurs when a team member is not allocated a brand. Having our team members being added to all brands when their profile is created saves time to have them added later, and solves an issue where they cannot create new tickets by email.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?
This happens on a weekly basis, depending on how many new team members are added. As an admin, I’ll manually need to add the brands upon team member creation, and if this is not done it can interrupt workflows.
Are you currently using a workaround to solve this problem? (If yes, please explain)
Yes, needing to manually add each time I create a new team member, however this needs to be done via the Admin Centre instead of Zendesk Support UI.
What would be your ideal solution to this problem? How would it work or function?
I would like all new team members to automatically be added to all brands, or a setting where you can set your own default brands which apply to new team members added to the instance.
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5 comments
Shawna James
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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Sydney Neubauer
+1 we ran into this as well. I am not sure if this is just us but - They say that as long as they are brand new profiles and not upgrading existing profiles, then they are added to all Brands. However 90% of our profiles are already existing (contacted us before, returning hire, profile sync, etc).
We reached out to Zendesk and they granted us an exception to be removed from this feature. It sounds like they are working on fixing this behavior.
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Nick Lamb
This is affecting me as well. I just had a week long support ticket to track down this issue. Now to upgrade an manually upgrade a user from End User to Light Agent/Agent you have to:
This should be:
This was already a frustrating process since we have to change from Collaborator to Light Agent but with this new feature (which we're not using), a new step which involves copy pasting into a search bar… it's truly horrific user experience.
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Scott Tynan
+1
Or at least let admin select a default brand so they are assigned to that one.
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Scott Tynan
Agree Nick, the user management leaves a lot to be desired, so many disjointed steps and processes to have to go through, There should be a single page where admins can control all aspects of users setup.
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