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Multiple Products - Limitations

Related products:Freshdesk
  • June 4, 2015
  • 9 replies
  • 32 views
J
Apprentice

I am currently evaluating FreshDesk and it seems to meet all of our basic needs except the multiple product feature doesn't seem to be very thorough.  It needs to more cleanly separate products.


Specifically, it doesn't allow each product to have its own FreshDesk URL for forums and solutions.  Here is what we desperately need to be able to do:


Holding Company - holdingcompany.freshdesk.com - Only displays Holding Company forums and solutions and subordinate forums and solutions should be allowed to be displayed or not.


Subordinate Company 1 - subordinatecompany1.freshdesk.com - Only displays Subordinate Company 1 forums and solutions.


Subordinate Company 2 - subordinatecompany2.freshdesk.com - Only displays Subordinate Company 2 forums and solutions.


Subordinate Company 3 - subordinatecompany3.freshdesk.com - Only displays Subordinate Company 3 forums and solutions.


From what I have read and tested, this is not currently possible so multiple products/brands isn't really multiple products/brands since there is no end customer segregation.


Am I missing something?

9 replies

sajesh.krishnadas
Contributor
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Joseph, today you can map multiple Solution and Forum categories to any required product portals but the default support portal will include all the categories across the portals (which can be hidden using portal customization). 


However, we are currently working on the feature to manage even the default support portal similar to the product portals. You will have the option to choose the required Solutions/Forums categories (similar to product portals) for your default customer support portal as well. 


We are expecting the feature to be made available in July. 

J
Apprentice

Sajesh,


That is awesome.  But, while you are making that wonderful enhancement, it is very important that each customer support portal have its own unique URL/FreshDesk subdomain.  Actually, it is more than important, it is absolutely critical.


No matter how well I can control what can be seen for each product/brand (I think you should call it a brand because that is more accurate) via the customer support portal, it is vital that the end customer only see the unique URL/FreshDesk subdomain that relates to that product/brand.  So, when I create a new product/brand, I should be prompted to create a new URL/FreshDesk subdomain for that product/brand.


If the enhancement you discussed is going to include the unique URL/FreshDesk subdomain for each product/brand and be launched anywhere in the next two or three months, I'll be moving from a free trial to a paying client.  Plus, we'll start adding an employee a week until we have all the staff on FreshDesk.


If you need to understand why the URL/FreshDesk subdomain for each product/brand is so important, let me know as this is for a multitude of very legitimate business reasons.


Many thanks for the speedy reply!


Joseph

sajesh.krishnadas
Contributor
Forum|alt.badge.img+6

Joseph, it's great to know that the enhancement will add value to you. 


Regarding your requirement about the unique URL for each portal in Freshdesk, we already have the option to setup separate product portals with their required URLs. The multiple products feature is available from our Garden plan. 


For more information, you can refer to the below knowledge base article that details about multi product capabilities: 

https://support.freshdesk.com/support/solutions/articles/37638-supporting-multiple-products-with-freshdesk


Let me know whether it fulfils your requirement. 

sajesh.krishnadas
Contributor
Forum|alt.badge.img+6

As promised, we have rolled out the enhancement for multi product/portal. You can go ahead and choose the required Solution and Forum categories for your main portal (as opposed to the existing option for multiple product's portal). Below are the steps:

 

- Go to Admin -> Portals 

- Click on your main portal (usually the first in the list)

- Select the required solution and forum categories under Portal Categories

- And hit 'Save'


Hope the enhancement is helpful, do let us know your feedback. 

S
Apprentice
The unique visibility of Forums/Solutions per Product Portal is great, but now we are missing Solution/Forum visibility per Agent.
There should be a cleaner way to assign an Agent to a group or product where the agent's permissions to see Forum/Solution are the same as the permissions for the product portal.
You already have some Agent permissions to only view tickets assigned to a specific group, this can be further expanded to cover solutions/forums, or more generally assign an agent to a Product portal, and they can only see items belonging to that Product Portal such as solutions, forums, tickets and customers.
I know Agent tickets permissions are already possible using groups, but the other permissions are not.

Thank you.

 

sajesh.krishnadas
Contributor
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Serge,


We are glad to know that the enhancement adds value!


Regarding your requirement around Solutions/Forums visibility based on agent groups, it would be really great if you can elaborate in detail about your use-case on why you would like to restrict specific agent access on Solutions/Forums. 


Thanks,

Sajesh

S
Apprentice
Hi Sajesh,

This is our user case:
We are providing support to multiple organizations.
Each of our agents is only responsible for one specific organization.
Each agent should only be able to see Solutions/Forum content for their organization and not others.

A bit more about our support portal setup:
The forums/solutions are private, and site registration is disabled, so only agents can add new customers.
Some content in forums/solutions may be proprietary.

Thanks,
Serge

 

H
Community Debut
  • happyjjd
  • Community Debut
  • February 13, 2017

Most certainly - each custom portal should be able to have its own knowledge base with its own unique folder structure and unique content.. This is a definite limitation!!!!

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


Please follow the ongoing discussion on restricting solution visibility for agent groups here.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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