Brand Spaces in Zendesk allows agents to manage tickets associated only with their assigned brands. This ensures focused support, enhances data privacy, and promotes specialized product knowledge. Agents will now belong to brands and their ticket access will depend on their brand membership. Zendesk Admins will automatically belong to all brands.
As a participant in the EAP, we kindly ask for your active engagement and feedback. This may include participating in surveys, providing feedback on your experience, and reporting any issues you encounter. Your insights and suggestions will be invaluable in helping us refine our products and ensure they meet the needs of all our customers.
If you have any questions or need further clarification, please don't hesitate to reach out to me directly at alina.wright@zendesk.com. We greatly value your input and look forward to your participation in our Early Access Program.
Getting Started
Once you receive the second confirmation email that your account has been enabled with Brand Spaces:
-
Log into your account instance.
-
All of your team members have been automatically assigned to all Brands.
-
Head to Admin Center > Brands
-
You’ll notice your Brands page is refreshed with a new UI and the ability to view the number of team members associated with each Brand
-
-
To create a new Brand, click “Create brand”
-
Follow the instructions on the screen to create a new brand and assign team members
-
-
To manage the membership of an existing brand, click on the brand you’d like to manage
-
Click on “Manage brand memberships” to manage team members assignments
-
You’ll be redirected to the ‘Team Members’ page
-
To assign a team member to a Brand, select the checkbox next to the team member name
-
Click ‘Manage brand membership’
-
Follow the instructions on the screen to add to remove team members to brands
-
-
Once you have successfully added or removed team members from Brands, then your team members should ONLY be able to view, search, and access tickets within their brands.*
*Team members are able to be CC’d on tickets outside of their brand membership. When that happens, that team member can access only the ticket they’ve been CC’d on. Not all tickets within that brand.
Product Functionality
With Brand Spaces, businesses can:
-
Assign agents to specific Brand Spaces, ensuring they are focused on their respective brands.
-
Ensure instance Admin can access all brands, all tickets, and business rules across brands.
-
Provide a more personalized and cohesive support experience to their customers.
-
Restrict agent view of tickets to ONLY the brands they have membership in.
-
Manage team members membership in Brands through the Team Members page.
-
Team members can be CC’d on brands outside of their Brand membership. The cc’d will get access to just the ticket they’ve been CC’d on, not other tickets within that brand.
Product Limitations
As an early access feature, there are some limitations to Brand Spaces that we’re working on releasing soon:
Management and Access
-
There is no bulk management of team members through Brand assignment.
-
There is no way to limit an agent to be a Brand Admin.
-
No ability to search team members by Brand.
-
There is no ability to assign groups to Brands.
-
There is no ability to search and filter by Brand.
Tickets
-
Agents will be able to assign tickets outside of their Brand membership.
-
Business rules are not Brand access restricted.
-
Suspended tickets are not yet Brand restricted. If an agent has the permission to access suspended tickets, then they will be able to access all suspended tickets, regardless of Brand.
Explore
-
Ticket reporting and management is not restricted by Brand.
