Request visibility across brands

With several brands, a customer can see their requests per brand or all together. One setting, two very different experiences.

With several brands, a customer can see their requests per brand or all together. One setting, two very different experiences.

Set it

1. Open the settings of your help centre.
2. Choose whether the request list shows only this brand's requests or all of them.
3. Save.
4. Sign in as a customer with requests under more than one brand and look.

The question underneath

Do your customers know your brands are the same company?

Where they do, showing everything 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.

Check with a real account

Somebody with requests across brands, signed in to each portal in turn. The setting reads clearly and the experience is what actually matters.

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.

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