Request visibility across brands

The setting lives in Admin Center under Brand management, it is account-wide rather than per help centre, and it defaults to One brand.

With several brands, a customer can see their requests per brand or all together. It covers service requests as well as support requests, so a service catalogue spanning brands is governed by this one choice too. Three things decide where you go looking: the setting lives in Admin Center rather than in your help centre settings, it is account-wide rather than per help centre, and it defaults to One brand.

Set it

1. In Admin Center, go to Account, then Brand management, then Brands.
2. Click Manage settings.
3. Choose One brand or All brands, then click Save.
4. Sign in as a customer with requests under more than one brand and look at the Requests list.

Account-wide is the part that catches people

There is one choice for the whole account. You cannot show everything in one brand's portal and separate them in another, so a mixed estate of customer-facing and internal brands has to settle on a single answer.

The question underneath

Do your customers know your brands are the same company?

Where they do, All brands is plainly better: one list, no hunting, no wondering where a request went. Where the brands are presented as separate, showing everything reveals a connection you have chosen not to make elsewhere.

When separation is the right answer

Brands serving different audiences, or acquired companies still trading under their own name. A customer of one seeing tickets they raised with the other is at best confusing and at worst a disclosure.

When it is not

One company, several product lines. Here separation just means a customer has to remember which portal a request went to, and they will get it wrong.

Tell the agents what customers see

They answer "where is my other ticket" and their answer depends on this setting. Agents guessing at what the portal shows give confident wrong answers, and since the default is One brand, the guess most of them make is the wrong way round once you change it.

See also

• The customer portal: where customers track their requests
• What multiple brands solve and when to use them
• Creating a Help Center per brand