Ensuring Correct Agent Visibility Under Brands and Reports in Zendesk

Introduction

Proper configuration of agent brand assignments and profile selections in Zendesk is crucial for accurate visibility of agents under specific brands and to ensure they appear correctly in reports. This guide provides a step-by-step approach to verify and correct these settings, empowering your support team for better management and reporting.

Understanding Agent Brand Assignments

In Zendesk, each agent can be assigned to one or multiple brands. Brands represent different customer facing entities (e.g., different product lines or regions). If an agent is not assigned to the correct brand, they will not be visible or selectable under that brand’s support tickets or reports.

Verifying and Assigning Agents to the Correct Brands

Follow these steps to ensure agents are correctly assigned to brands:

1. Log in to your Zendesk Admin Center with appropriate admin privileges.
2. Navigate to the 'People' or 'Team' section and select 'Agents'.
3. Choose the agent you want to check or update.
4. In the agent’s profile, locate the 'Brands' assignment area.
5. Ensure the correct brands are selected for this agent according to your organizational structure and support strategy.
6. Save any changes made.

Confirming Correct Agent Profile Selection for Reporting

Zendesk reports often segment data by brands and agent profiles. If reports exclude agents or display incomplete data, validate that the correct agent profiles or filters are applied in the reporting interface.

1. Open the Insights or Explore reporting section in Zendesk.
2. Check the filters applied on reports, specifically those filtering by brand or agent profile.
3. Verify that the filters include the brands and agent profiles relevant to the agents you want visible.
4. Adjust filters or configuration as needed to include all desired agents.
5. Save or export the updated report for reference.

Tips and Best Practices

• Regularly review agent brand assignments especially after onboarding new agents or restructuring support operations.
• Use consistent naming conventions for brands to avoid confusion in assignments and reporting.
• Train admins and reporting users on how to apply correct profiles and filters in Zendesk reports.
• Leverage Zendesk’s health checks and optimization services to identify and fix configuration issues proactively.

Additional Resources

For detailed Zendesk brand management and reporting configuration guidance, visit the Zendesk Help Center or contact the CX Experts support team for personalized assistance.