Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.].
We are a global software company with a product portfolio consisting of more than 10 different product families. While these products operate within the same overall domain, they require distinct support approaches.
Our customers typically use a combination of multiple product families, which is why we provide support for all of them within a single Zendesk brand.
In the current setup, Zendesk Procedures which were created by us specific for product family A are currently used everywhere in a Zendesk brand, means also used for product families B, C, D, etc., which leads to confusion and reduced efficiency for our support teams. Since the products differ significantly in terms of troubleshooting and processes, these crosswise applied Procedures create unnecessary noise and increase the risk of incorrect handling.
At the moment, Procedures can only be restricted at the Zendesk brand level. Our feature request is to allow Zendesk Procedures to be restricted by ticket forms and by support groups. This would enable us to provide more targeted, product-specific guidance and improve efficiency and accuracy for our agents.
What problem do you see this solving?
As intended, we would like to use Zendesk Procedures to provide agents with clear instructions for action, thereby increasing agent efficiency and customer satisfaction by providing customers with faster and higher-quality assistance.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?
Unfortunately, our tests to this point have shown that we cannot activate Zendesk Procedures with the current implementation because we cannot ensure that they will only be used for the product family for which they were created.
Currently, Zendesk procedures distract agents significantly more and even reduce efficiency rather than increasing it.
Are you currently using a workaround to solve this problem?
We are currently unaware of any workaround and have removed Zendesk Procedures from the configuration.
What would be your ideal solution to this problem? How would it work or function?
Zendesk Procedures should be limited not only to a Zendesk brand, but also to ticket forms and support groups.
