Rosemary Ferrari

Do you have recommendations or examples of best practice, where there is a mix of work across brand.  ie where Agents work primarily within 1 brand, but may be supporting specific items across other brand, particularly where customer can be an end user of both brands.

We are working through an optimisation project that is considering how best to structure the use of Multibrand, Agent Role, Agent Group within Zendesk and how that structure can be best leveraged to support best access to relevant Ticket Forms by customers (help centre) and to feed into Views and display of macros within the Agent Workspace to best serve the prioritised needs of customers. Obviously there are also considerations for how SLAs, particularly in cases with the layering of Brand, Ticket Form, and use of Priority (which will likely be auto adjusted using triggers or automations associated with macros used to refer/escalate)

Base Scenarios:

Brand A:  External Customers
- Served mainly by Agent Group V with support from Agent group C.  
-  Agent Group E may have items referred to or escalated to them for support.

Brand B:  Internal Customers (Areas across our Business for who we provide direct service and also advice and support.  Many of whom are responsible for ongoing relationship with our External Customers, who are initially serviced under Brand A) 
- Internal Customers are mainly serviced by Agent Group "E" with some transactional support requests directed to Agent Group "EV". 
There are a couple of specific processes that are primarily serviced by Agent Group "V" with support from  Agent group "C".  During processing of these tasks the ticket may be escalated or redirected to Agent Group "E".  (The specific process related requests are submitted via widget/helpcentre on specific TICKET FORMS "SP" and while submission is from our Internal Customer, the task and ultimately many of the custom fields in ticket form are related to identification of the External Customer noted in Brand A and their relevant activity with us - as processed in our currently non-integrated CRM) 

Another way to look at this would be:
Agents from group V OR C would be initial point of contact for majority (or until external brand Help Centre is enabled - All) of inbound support requests for Brand A, but may refer ticket to Agent Group E for additional support or action.  Along with Group V or C being initial point of contact specific Ticket Form submissions from Brand B's HelpCentre).  Different Role Types will exist amongst agents in group V, as some work very limited specific tasks/tickets, while others across multiple tasks.

Agents from Group E would be initial point of contact for Brand B - except for specific ticket form submissions requiring initial processing by Agent Group V or C.  They need to have ROLE Access that supports them to interactions with customer that may include support under Brand A , but only need to work on support items from Brand A that are specifically referred to the Group.

Group EV would be exclusive to Brand B but largely work on specific tasks as required (View based or as allocated)