The ability to hide Brand dropdown
Feature Request Summary:
The ability to hide the brand dropdown from a ticket
Zendesk needs to the ability to completely separate Brands from each other so that a user who is a member of one brand can not see any information from another.
Description/Use Cases:
We are setting up our resellers as Brands to have visibility over their workload. The only issue is that we cannot 100% separate brands from one another, the brand dropdown on a ticket is still there so reseller A can move a ticket to reseller B which is not ideal. We don't want Brands to know of one another.
Business impact of limitation or missing feature:
This is critical to our business, without hiding the Brand we cannot 100% separate the brands from one another.
Other necessary information or resources:
A similar request was made here: https://support.zendesk.com/hc/en-us/community/posts/4608907767066-Ability-to-completely-separate-Brands?page=1#community_comment_5633011153562
Discussed this in case: 11461578
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Hi Lorand,
You may like to try our app Formset (free 30 day trial) It supports the ability to hide Brand Option values as defined in conditional rules.
The driving field can be something like Group, a hidden field that defines which brands the should be available to the ticket, or an Org field applicable to the requester.
Thanks, Graham
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Thanks Graham but we are looking for something native to Zendesk, we think hiding the brand should be an option since you can isolate the brands from one another we don't see why there is no option to also hide the brands from one another.
Is there any way for the dev team to prioritize this or confirm that it will be an option in Zendesk?
Thanks!
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Lorand Balint very timely feedback! We're currently exploring brand based permissions and would love to chat with you if you have time. Here's a calendly link to schedule a user interview if you're interested and have the capacity!
https://calendly.com/alina-wright/user-interview-brand-based-permissions
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Hi Alina Wright, amazing! I scheduled a call for Thursday 10:30am. I really appreciate your help!
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Hello everyone!
We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on July 27 at 11AM CDT for our PM Roundtable on Permissions and Audit log. It’ll be an open discussion on what is and isn’t working for you on this focus area of Zendesk. We'd also like feedback on the challenges you have around brands. So please bring those questions, concerns and feedback because we want to hear from you! The link to register can be found here, we’d love to see you all there.
Best regards, Caroline and Alina
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Thank you so much for providing feedback on this area! We want to note that this feedback has been logged. In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable on this subject matter. Please find the recording and follow up article from the event. Thank you again for your feedback!
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