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Multiple Departments: Agent and Group Membership

  • May 24, 2023
  • 1 reply
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Alina12

Hi everyone. Product manager here with our first topic of discussion.

 

Here's how Zendesk is (roughly) setup today. Each instance has an admin, each brand shares everything with other brands within that instance.

TODAY

 

We'd like your feedback on the following diagram. The idea here is that there is one instance. Multiple brands. Some brands share groups. Agents can only see the tickets in the brands they are assigned to. e.g. Agent is assigned to Brand A. Brand A has a group called Group AB. Agent is part of group AB but can only see the tickets that are part of Brand A in Group AB.

 

FUTURE:

Discussion Questions:

  • Does the future diagram resonate with you? Why or why not?
  • What would you change?
  • How do you feel about agents only accessing the tickets within their brands even in a shared group?
  • Any other comments.

Reminder that we are in discovery for this and there are not right or wrong answers. Please be kind and collaborative. Thank you!

    1 reply

    F
    • Florian29
    • June 5, 2023
    • Does the future diagram resonate with you? Why or why not?

    The future diagram fits more to our requirements than today’s set-up. We understand that agents must be assigned to brands AND groups in the future (as tickets are assigned to brands and groups today).

     

    • How do you feel about agents only accessing the tickets within their brands even in a shared group?

    In our today’s set-up there are no shared groups between multiple brands. It could  make sense that  agents can only access tickets within their brands even in a shared group. However, we discussed a use case that all tickets in a shared group are accessible by agents in that group. What about a tick box when setting up/ managing the settings of a shared group : make all tickets in shared group visible to agents in that group (regardless of their brand)?

     

    • Any other comments.

    From our view we want that agents can see (in the search/ history) all tickets within their brands even though they are not assigned to all of the groups within a brand. Exception: there are private groups within a brand. It must be possible to assign one agent to several brands.

    Furthermore the agent should be able to see all groups when reassigning tickets to another group/ brand. E.g. ticket is in group „Brand A Level 1“ and can be assigned to group “brand E and F payments level 2”. If the agent, when assigning, is only changing the group but not the brand, an error message or a suggestion for the correct brand should pop-up.

     

    Sven & Florian

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