Assigning Agents to certain Brand

Discussion in 'Using the new Kayako' started by Jonathan Forrester, Jul 8, 2016.

  1. My company has 2 sister companies and I wanted to see if in the new system I can say this agent can ONLY see info from their side, this person is a 3rd party that would manage a certain aspect of the tickets.

    Thanks for your help in advance! :)
  2. Jamie Edwards

    Jamie Edwards Staff Member

    Hey Jonathan

    Yes, this is possible. The relationship between a brand and a case in Kayako is done through channels. Each email address, Facebook account, Twitter account is linked to a brand.

    Any new case that happens over a channel - whether created by an agent or your customer - will take on the brand linked to that channel.

    Then, you can use trigger rules to automatically assign cases of a particular brand to a particular team:

    Screen Shot 2016-07-08 at 10.02.10.png

    Then you can control your team's case access by editing their user profile, so that they only see cases assigned to them or their teams in case views:


    Hope this helps!

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