In our company, we have three different product brands that are commercialized. Because of this, we require separate customizations for each brand, and there cannot be any conflicts related to tickets, bots, or other configurations.
With the new CSAT implementation, we noticed that when a customer evaluates a ticket through WhatsApp, the URL that appears belongs to the domain that was initially configured in Zendesk when the first brand was created. Since this domain cannot be changed, it creates an issue for our other brands.
Currently, when a customer evaluates a ticket from another brand via WhatsApp, a new tab opens and the main domain of the first brand is displayed in the URL (as shown in the screenshot). This causes confusion because the domain shown does not correspond to the brand associated with the ticket.
Therefore, we would like to request a customization so that only the subdomain is displayed in the CSAT evaluation URL. This would greatly improve the experience for our multi-brand environment and make the new CSAT implementation more suitable for our use case.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!