Guide - four brands - End User view on all ticket open on the four brands

10 Commentaires

  • Kay
    Community Moderator

    Could you explain a little bit further why you are using (or want to use) different brands, but want the customer to experience 'one' brand on tickets.

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  • Jean-Edouard Leblond

    Hello

    We have 4 brands with the helpcenter

    1. Support
    2. Supply chain
    3. SAP
    4. Internal IT

    Basicly, all end user (worldwide) open ticket to the support for all question or technical issue. In case of RMA they need to open a ticket to the supply chain.

    Or if they open a ticket to the support team and the team identify a component need to be replace, the support team transfert the ticket (or child ticket) to the supply chain in charge of the RMA.

    With both case, the end user need to navigate between the brand (the help center) to see the ticket from support and ticket from supply chain. This is very confunsing and end user exp is very bad.

    All the end user have request the same thing, to have a view for all open ticket they have done (themselve, CC or organization, brand) in the same place, not navigated between the helpcenter brand.

    Thank you

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  • Kay
    Community Moderator

    Hi Jean,

    There is actually a solution for this. And it's rather simple to achieve too!
    By just using one Help Center, you can then create different forms or fields, which end up in the different brands (you could use triggers to set the correct brand based on the form or a field value in that form.

    That way your teams stay separated, but the customer has one single experience (and all their tickets in one place).

    With the information from above, the Brand feature in Zendesk is a nice-to-have, but it would certainly also work without it (although it could be different if there's more to it).

    Have a good weekend!

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  • Jean-Edouard Leblond

    Hello,

    In the best world yes :) but not possible :(

    Any other idea ?

    Thank you,

    Best regard

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  • Kay
    Community Moderator

    Based on the information you've shared before there is no reason to hold back. Could you share why you believe this not to be possible? Just to make sure we get you the right advise?

    The next step would probably be by leveraging the APIs and making calls to the ticket endpoint through Javascript on the My Tickets page.

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  • Jean-Edouard Leblond

    Hello, 

    To remove the four brands and have one, because that has been done by other departement to separate the helpcenter with 4 brand and they will never go back on that. This is not an option.

    What I need, is on the helpcenter and the brand I have all the right, to give the possibility to my user to have a view from the ticket they open in the other brand.

    thank you

    Bets regard

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  • Kay
    Community Moderator

    Okay, whilst there is no need to remove the brand. I understand where you're going. I still believe your best bet would be a single Help Center. If that isn't possible, regardless of the reason. The only option that comes to mind is to try and get all the tickets thru the APIs via Javascript in the Help Center Theme.

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  • Jean-Edouard Leblond

    Hello

    Let try that :)

    Do you have any tip or how to do to perform this ;)

     

    Thank you,

    Best regard

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  • Kay
    Community Moderator

    Multibrand Accounts & Requests documentation this should get you going.
    You'll need Javascript requests to fetch these API calls, in your case you'll need to do one for each brand.

    Multibrand accounts

    On the Enterprise plan, a Support account can have more than one brand. See Understanding how Multibrand works in your account in the Support Help Center.

    If you have multiple brands in your account, the Requests API only returns tickets for the brand specified in the API path. It doesn't return all tickets in the account. In the API path, the brand is specified by the subdomain. For example, a GET request to https://omniwear.zendesk.com/api/v2/requests.json only returns tickets for the Omniwear brand, even if Omniwear is the default brand.

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  • Jean-Edouard Leblond

    Hello, Thank you, we will use this

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