WELCOME
Hello and welcome to this closed discussion group for our new feature development around multiple departments. We've invited you to this group to help gather feedback as we do discovery on use cases and scenarios to ensure we're building this new functionality in a way that will work for your business needs.
WHY A COMMUNITY THREAD?
This community thread will allow us to brainstorm, ideate, and facilitate discussions on how things should work in the future. Instead of continuous user interviews, we figured a shared space to gather will help us quickly move through the discovery process. That's not to say we won't be reaching out for more validation, but this will serve as a place to 'talk' through things together.
WHAT IS MULTIPLE DEPARTMENT?
We're working on supporting our enterprise customers needs by housing distinct departments under one instance with various levels of delineation. Today, an enterprise account can create one instance with multiple brands within that instance. Brands share all configurations including access to tickets, end-users, and business rules. Alternatively, our enterprise customers are spinning up separate instances to delineate access to configurations.
In the future, brands will serve as 'departments' and will allow partitioned access to tickets, end users, business rules, etc. This will allow enterprise customers to consolidate instances, lessen admin overhead, and allow agents to work within their tiers only accessing the information that is pertinent to their roles.
HOW WILL IT WORK?
We'll create discussion threads for various topics. You'll likely be hearing from a few of us over from Zendesk and we are so grateful for your participation.