Agents as end-users for different brands
Hi - we have just signed up to use Zendesk Suite and I was wondering if anyone can tell me how we would set up two different portals; one as the standard B2C helpdesk, and one as an internal B2E helpdesk.
We would just need to ensure that all of our staff who are Agents in the B2C helpdesk can also function as End-users in the B2E helpdesk. There would be a few Agents in the B2E helpdesk as well who are still staff members in the company who'd need to function as End-users too.
I hope that makes sense!
Hello James Penny,
There are a few features that can help you achieve this. The first one is multi-brand, where you can set up a separate help center, widgets and channels that are dedicated to each support model.
You can restrict agents to seeing tickets within their group. So if you have a group called "B2E Support", and you automatically assign tickets from the B2E brand to "B2E support" group, you can limit ticket visibility to agents within this group. How you go about that depends on your plan. In Enterprise, you can edit permissions on the role level (e.g. restrict all agents to their group), or create a private group. On other plans, you can do so on the individual agent level. See this article for more information.
I hope that helps. Feel free to ask any questions.