Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
I would like to be able to make sure messaging/sunshine is only offered to agents associated with the brand a ticket has been created for and/or a tag during the ticket creation.
This is impacting everyone (over 150 agents and admins)
What problem do you see this solving? (1-2 sentences)
We use one Zendesk instance, but multiple brands. When using OCR and Sunshine Conversations API for messaging, if an agent isnt available in UK brand, messaging is offering it to our netherlands brand (a totally separate brand to UK but in same instance)
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This problem happens on a daily basis. This is critical for our business as our Netherlands agents are getting offered UK messaging conversations
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No, no work-around available
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Messaging offers conversations to the correct brand, and not offer it to other brands if an agent is not available
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!