Many of our customers have multiple branches and our SaaS platform caters to this by having a service available on a per branch basis. Users that require access across branches have multi-tenant access from a single account.
When they submit a support request through our platform, it will mention the branch that they are on.
From a Zendesk & reporting perspective, how do we handle this? Looking into it an Organization custom field wouldn't make sense as this happens at the Organization level, and not on a per ticket basis. I have been trying to get access to the Professional version of Explore to play around with but no luck with that yet (have an open ticket on this). Should we use a custom ticket field to record the branch(es) involved? What are the different recommended approaches for Zendesk users to supporting their multi-level/-site/-branch customers?
In regards to triggers/automations, as said before, requests come in from our platform which have a template, the template includes the branch name, how can we automatically map the branch name from the e-mail content to something inside Zendesk?
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