When Department Spaces (brand restrictions) are enabled, Zendesk continues to allow agents assigned to a specific brand to transfer incoming calls to agents who do not have access to that brand. This behavior directly contradicts the intended purpose of brand restrictions. If an agent is prohibited from viewing or handling tickets for a particular brand, they should likewise be prevented from receiving live calls associated with that brand. Allowing such transfers effectively circumvents the established permission model and exposes restricted interactions to agents who should not have access to them.
Additionally, once the call concludes, the system attributes the call recording to the agent who ultimately handled the conversation - even if that agent lacks the appropriate brand permissions - while the ticket remains assigned to the initial agent who first answered the call and does have the brand enabled.
In these scenarios, the system should block the transfer entirely and enforce the same brand restrictions that govern ticket visibility and assignment. Ensuring that call transfers adhere to brand permissions is critical for maintaining compliance, safeguarding data, and ensuring operational consistency.
It would be highly beneficial to review this behavior and implement a more consistent approach that prevents call transfers to agents who do not possess the required brand permissions.
