Enable end-users to view all their multibrand requests on a single Help Center

Hi All, I'm happy to day that we have started working on enabling users to view all their multibrand requests in a single Help Center.
We are tagetting the feature to be released in H1 2025, but as always this is only the current best estimate and subject to change as something unforseen may happen.

+1 You would think it's an ‘easy’ fix, because all that is needed is to have an end-user setting where you specify which brands will be shown in their requests.

We also have multiple brands, to make it easier for our agents so there aren't endless fields to fill in

Because some brands require other fields to be mandatory filled in.

But our end-users don't care about that, they want to see every requests on each brand they have access to on 1 single place.

+1! We would love this enhancement because our business is growing and there are more groups that are using Zendesk.  It would be great to consolidate ticket history across brands for easy visibility by our customers. 

+1! We would love this enhancement. As our business grows, we would like to consolidate our ticket history for our clients into one support portal. Thanks Nicolas for submitting this, and I hope this gets on the product roadmap!

Our organization operates on a model where providers perform services for clients. The providers have a separate Brand from the clients in our Zendesk instance because their help center content needs to be different (they're utilizing different sides of the platform - internal/external), and the agents working the tickets are on different teams, and typically do not overlap. However, there are cases where a provider will reach out on behalf of a client, and the ticket may need to be shared to a different group under a different brand in order to have the correct team investigate the issue. In these cases, the providers cannot see their ticket in their Requests page because the ticket has changed brands, and so they end up submitting a new ticket for the same issue, causing duplicates that need to be merged. This could be avoided if they could view tickets where they are the requester on the Requests page, regardless of brand.

This should be a setting that admins could enable or disable by brand, because it's understandable that some companies may run brands that are unrelated aside from the company who owns them, and therefore would not want cross-ticket confusion in those cases. Something like a dropdown for each brand where any/all other brands could be selected, based on who should have visibility to that brand's tickets.

This has becoming a very daunting challenge for our company.   The issue that we're facing is the same as others have reported, but what is really challenging is that the tickets are sorted by Brand, but the users have an option to Assume Identity, which is absolutely no help when trying to diagnose why a user isn't seeing their tickets.  We have thousands of accounts with multiple brands and it's been extremely problematic for those end users. This creates a lot of replicated work, especially when it applies to end user facing forms having to reside off of each help center

+1 (+100 actually).

We work with many customers for EX and many customers use Brands for different departments. EG: (IT - with sub areas like security, network, DevOps etc - HR, Finance etc etc). Brands work very well for this use case as they can have seperate help centres, workflows, reporting etc etc for each team as a ‘Brand’.

For end users, the EX experience is not so good. Not having a central location to manage their requests is confusing and frustrating for them resulting in them sometimes creating a ticket to ask where their other tickets are which the teams then have to try to explain the Zendesk multibrand limitation - very confusing and ultimately not a good impression of the Zendesk platform for EX use case.

Given the GTM comms around how Zendesk can be used for EX (it's a big sales verticle push for Zendesk), I'm very surprised this is not a feature.

+1

I was slightly surprised at the lack of integration that is available across the ‘brands’ within Zendesk when we made the decision to build separate brands for our product support.  2 areas in particular are causing us the most pain: 

Tickets:  Many of our customers use multiple products and it is a really frustrating user experience for them to have to go to multiple places to get a view of all the tickets that they want to check on.  The users view of ‘my requests’ should be anything that they have raised in the portal, regardless of brand. 

Articles: There are many articles which are relevant to multiple brands.  Not having anyway to share an article across those different brands means an overhead in trying to keep information consistent 

It's not just tickets unavailable/not showing, but also the fact that the Web Widget is Brand-locked. This is another support dead end: if you have product-specific pages on your website, you'd have to use the Brand-specific widget, which makes sense. However, the entire conversation will disappear when the user proceeds to a different product page on the website as it already features a widget instance for a different product/Brand. This could be resolved by allowing a widget that is not Brand-specific But this is also unavailable. Also, the re-login issue is present for the end-user, if they navigate to the other Brand help center. The flaws are so serious that we've decided to revert to a single Brand only. 

Naturally, this could be a huge and costly project involving several teams. The product we sell is software, so dev tasks are needed for various purposes, backend, global redirects, research, design, and web development, theme updates that somehow incorporate all products (which might not even be viable for many in this thread), custom solutions for product-based filters on various help center levels… massive task. But this is how Zendesk does it on their own page, setting the example (single Brand), so it should be possible, right?

There is also the issue of data migration: Closed tickets will retain their respective Brands, so after everything is merged into a single Brand, the ex-Brand ticket history will still not be available to view for the end-users in My Requests as the merged remaining Brands don't match in ticket data. This can't be changed in Zendesk, there is no such feature available. However, third-party companies are providing such migration services - all of your ticket and article data, and the Brand, Form, and pretty much all other ticket fields can be mapped for changes during the process, although as any such undertaking, there will be serious issues to resolve. So it is possible… but when you add up everything you want to be included in the migration process, it is very expensive (the entire project could stop here for us).
 

But let's say it's possible and you can successfully revert to a single-Brand setup, and thus resolve the lost widget conversations, and tickets missing in My Requests. You now have to figure out all of those Product-based filtering and content structure aspects, which can have endless side effects and flaws that were not considered. Not least, the Intent and Answer Bot now working with several products in that Brand (also, a complete rigger and Automation overhaul). But again, it should be possible, right?

Not exactly. It turns out there is no native feature for Product selection in the widget. At least not one that would provide conversation answers that are actually picked from those Product content pools/categories only. What a huge oversight, how is this not being addressed? The answer is: yes it is possible, but you have to get it custom-built as a paid service from… you guessed it, no other than Zendesk's partner Ultimate! Yes, the same Ultimate that Zendesk acquired a few months back and incorporated their tech in the Generative AI and other features. 

All that sweet talk at the last Relate keynote - how everything is integrated, simple, and easy to use, included on every subscription tier, thanks to Ultimate, etc. Now it turns out that even a basic feature such as Product selection in the widget is not available unless you go to Zendesk's “partner” Ultimate and pay for it. In fact, it turns out that some 4-5 key features in the Zendesk website's widget are NOT publicly available, all are custom-built. So for anyone looking at Zendesk's own website for some good implementation examples, or an understanding of how their support solutions work, you might be disappointed to find that “regular” customers can't use it as advertised. 

To sum up: currently, working with multiple Brands has serious flaws, which we have to figure out ourselves, as it is not on Zendesk's product roadmap. Reverting to a single Brand as an alternative is a complex and costly project, and also lacks basic functionality. My team currently has some dozen or so tickets open with ZD support regarding various issues, and it is difficult to even discuss it internally without constant frustration. Not sure yet what we're going to end up doing here, but in the long term, we will start to look for other solutions.