Restricting tickets visibility to Brand
PlannedThe solution presented inMultibrand: Restricting agents to specific brands (Enterprise), as commented byMjaman,'falls short of what we really need,'and mostly because brands are attributed to tickets, instead of agents.
The challenge here isvisibility: if I don't want agents who work in Brand A to see Brand B's tickets (regardless of Group and/or Organization), there's no way I can set it up.
Brand visibility settings would need to be present in both Users and Roles: users could belong to one more brands, and their role would allow us to set ticket visibility based on brands.
Examples:
- User belongs to Brand 1. Role would allow user to access all tickets within their brands(in this case, Brand 1).
- User belongs to Brand 1, 2, 3. Role would allow user to access all tickets within their brands(in this case, Brands 1, 2, and 3).
- User belongs to Brand 1, 2, 3. Role would allow user to access all tickets within their organizations(e.g. an organization with customers from those three brands, which included the agent, they'd be able to see only their).
This would probably mean more versatile permissions within a Role... In other words, why a single choice (drop-down) option, instead of multi-select?
For example:
- Role 1. Agents have access to all tickets within their Brand(s).
- Role 2. Agents have access to all tickets within their Brand(s)andtheir Group(s).
- Role 3. Agents have access to all tickets within their Brand(s)andtheir Organization(s).
- 作用4。年龄nts have access to all tickets within their Group(s) and Organization(s).
Thanks in advance for any input/feedback!
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Hello! I have a few more suggestions on how we can make Zendesk a more brand-focused experience for our agents.
- Zendesk role should alsoset a default valuefor the following in the Agent Workspace:
- Whichbrand立即显示什么时候开放ing the ticket creation page
- Whichformis immediately shown
- WhichHelp Centerloads from the Guide shortcut - 亚博groupshould be associated with a brand.
(One brand each, or maybe more, like with Zendesk forms?) - When opening the Assignee field in the ticket form, groups from other brands should becollatedinto their brands, so that agents can only see groups from other brands only when they purposely want to (like in cross-brand escalation).
- The following should also havebrand-based permission: (Or role-based permission if the role can be associated with a brand)
——获取门票
- Access to suspended emails (can only see suspended emails to addresses associated with their brand)
- Views
- Macros
Basically, I hate that the Zendesk Agent Workspace defaults to the main brand, and agents from other brands have to manually change their brand and form when creating tickets.
I also hate that ticket viewing permissions are so inefficient and suspended email viewing permissions are practically unavailable for them.
- Zendesk role should alsoset a default valuefor the following in the Agent Workspace:
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+1 for me on this. We need brands to be almost completely separate when it comes to agent access. Right now that is not possible. Agent A can see all brands, so we have to special groups and try to hide things and it's really clunky.
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+1 - Following this thread. We could use this feature as well.
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This most likely won't move anywhere anytime soon. We've been on ZD enterprise for almost 10 years and this was never considered.
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+1 this is a must have have feature when you are offering Multi Brand setup!!!
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Is there a timeline for this and will it only be available on Enterprise or will it be available on other options such as professionals?
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Yes, please!!!
Macro and view: Can you please allow view and macro permissions to be by brand. Today, we have global, by agent and for me only. Please add brand as an option as we have to pick so many groups when granting macro and view access.
Suspended tickets:Please restrict by brand as well. Data privacy is key to our company, and we have non-admins who help manage suspended tickets for their respective brands. Zendesk's suspended view does not even have the recipient. We did buy Shredder, which helps with rules and shows the recipient email, so each division sorts by the recipient email. However, ideally, we don't want Brand A people to even see suspended emails for Brand B, C or D.
Explore:Ideally, we could grant by brand permission on datasets in Explore.
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Hi all, following up with a calendly link to schedule user interviews around this brand based permissions space.
If you're part of an enterprise (and up) plan and are an admin / have strong opinions on brand based permissions, please use this link to schedule time with me in the next 2 weeks. Thank yoU!https://calendly.com/alina-wright/user-interview-brand-based-permissions
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Alina Wrightis this something that is only going to be available for Enterprise plans and up? I believe it should be available for all plans as a basic feature, especially if you are offering multi-brand for other plans lowers than Enterprise. Maybe not have as many features or options but at least have brand restrictions.
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Ulises Soto
At this time, this will be an enterprise only feature. We will take your feedback into consideration for planning in the future. Thank you for your input! -
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 at11AM CDT for our PM Roundtable onPermissions 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 registercan be found here, we’d love to see you all there.
Best regards, Caroline and Alina
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+1 for macros to be restricted by brand, not only by group.
May we please know what is the current status of this functionality? -
Quick update for you all. Brand Based Ticket Access is underway with a hopeful EAP in the early half of 2024. The first release will focus only on ticket partitioning by brand with follow on releases focusing on end user profiles, business rules, and more.
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heyAlina Wright
This is amazing news, really looking forward to being able to get granular with ticket access across the account! As a Zendesk partner, I'd love to be able to partake in the EAP when it becomes available next year. I've got some great use cases. :)
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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 therecordingandfollow up articlefrom the event. Thank you again for your feedback!
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