Restricting agents from using all brands

3 댓글

  • Nicole - Community Manager
    댓글 작업 고유 링크

    Hi Adam,

    Thanks for your feedback. Could you provide some additional detail about your use case for us?

    We would be curious to know how you're using different brands and how you have your agents functioning between brands, how frequently you're seeing errors made, and what the impact of those errors is. This information will help the product manager who reads through this thread better understand your setup and the challenge you're having.

    0
  • Edwin Yeoh
    댓글 작업 고유 링크

    Hi Nicole,

    Just to comment on this one, I also have had some problems with agents and "brands". it's great if the customer creates the ticket, but it's very easy to fall into the trap of creating the wrong ticket for the wrong brand. Especially if someone like myself works 90% in one brand, and 10% in another. Customers are very easily confused when they get an email from one brand, and then you switch the branding in the ticket, and it disappears from their view (which it rightly should), but then you have to coax them into logging into the correct portal as opposed to following the link in the email.

    Hopefully there will be a better way to "silo" the brands so that less mistakes could be made with ticket creation and/or if a customer logs into the wrong brand portal to create their ticket (which happens when we initially create the ticket in the wrong brand and then move the ticket).

     

    Cheers,

    -Edwin

    0
  • Nicole - Community Manager
    댓글 작업 고유 링크

    Thanks for the details, Edwin. We'll be sure to share your feedback with the appropriate product managers.

    0

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