User Segmentation by Brand in Zendesk
Can I segment users based on brand interactions in Zendesk?
Currently, there is no way to segment users for customer lists based on user identity in Zendesk. Zendesk plans to track which users have interacted with which brands and provide that information in the agent UI in the future.
More related questions
Does Zendesk support live chat for multiple brands?
Currently, Zendesk's live chat does not support multiple brands. This means that if you have different brands under one Zendesk account, the live chat feature will not differentiate between them. However, there is a workaround using Chat and…
How can I manage ticket forms for different brands in Zendesk?
In Zendesk, all ticket forms are currently served to every help center, regardless of the brand. This means you cannot have brand-specific ticket forms at the moment. However, this feature was released in May 2016, and there might be updates or…
Can I use different email templates for each brand in Zendesk?
Zendesk accounts have a single email template, which means you cannot have different templates for each brand. While you can create multiple triggers to send varying emails based on the brand of the ticket, the template itself remains generic.
How does Zendesk handle agent signatures for multiple brands?
Zendesk currently allows only one signature per agent, which means you cannot have brand-specific signatures. If you typically include branded phone numbers or email addresses in your signature, you'll need to leave those out for now.
Are there any restrictions on agent permissions for different brands in Zendesk?
In Zendesk, all agents have access to all brands by design. However, Zendesk is aware that some users have more complex agent pools that do not serve all brands, and they plan to address this in a future release.
How can I restrict end user viewing permissions in Zendesk Help Center?
End user viewing permissions in Zendesk Help Center can be restricted using User Segments. Currently, User Segments restrict whole sections, but viewing permissions are being migrated to the article level. This change was planned for the end of Q3…
What is the limit on User Segments in Zendesk?
Zendesk currently limits User Segments to 200 per account, with no additional allotment for accounts with more than one Help Center. This means that even if you have multiple brands, the limit remains the same.
How does content management work for multiple brands in Zendesk?
In Zendesk, each Help Center is separate, but multi-brand can be used to support multiple brands using content from a single knowledge base. If you create separate help centers, the content is also separated, which can be time-consuming to manage.
Is there a way to brand Zopim channel tickets in Zendesk?
Currently, tickets created through Zopim are not aware of the Zendesk brand. However, Zendesk intends to correct this in the future, and there have been reports of this issue being fixed.
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