How to Change the Ticket Brand
Updating the brand on existing tickets ensures that each customer interaction is correctly associated with the relevant brand.
This process helps streamline operations, improve customer service, and ensure that all communications align with the appropriate brand.
When the brand of a ticket is modified, any attempt by end users to access the ticket via the old URL will result in an automatic redirection to the new brand URL.
Check out this video tutorial for more details.
Changing the ticket’s brand
Follow the steps to modify the ticket’s brand:
- Open the ticket on the detail page for the brand you want to change.
- Click the More option in the menu and select Change Ticket Brand.
A dialog box will appear, displaying the already mapped brand and fields.
- To change the ticket’s brand, select the new brand from the dropdown menu, fill out the required fields, and then click the Submit button.
When changing the brand, you are not allowed to change the subject, description, requester, CCs, attachments, or resolution due fields.
Benefits of changing the brand
- Improved accuracy: Ensures that all tickets are correctly categorized under the appropriate brand, which helps with tracking and reporting.
- Enhanced customer service: Allows customer service representatives to offer more personalized and brand-specific support.
- Streamlined operations: Simplifies the process of managing tickets and reduces the risk of errors or miscommunication.
Permission required
Note:
To change the ticket’s brand, an agent should enable the Allow agent to change ticket’s brand and Edit other fields checkboxes, as highlighted in the following image.
