Brand/Group Rule (association)

The Hide.fy app offers association rules designed for Zendesk operations with multiple brands. The Brand/Group Association rule directly impacts the relationship between brands and groups, ensuring that the list of available groups for assignment aligns with the active brand on the ticket.

Overview of the Brand/Group Association Rule

The Brand/Group Association rule allows defining how associated groups will be presented for each brand. For each combination of brand and group, it is possible to configure whether the group will be:

• Visible for assignment
• Hidden from the group list
• Disabled for selection

These rules are applied contextually, always considering the brand selected in the ticket.

Difference from the Individual Group Rule

In the individual Group rule, the visibility or availability of the group is applied globally, regardless of the brand.

In contrast, the Brand/Group Association rule controls is segmented by brand. The same group can:

• Be available in one brand
• Be hidden or disabled in another brand

This allows structuring multi-brand operations without the need for group duplication or complex configurations in Zendesk.

Practical Operation

When configuring the Brand/Group Association rule, Hide.fy evaluates the brand selected in the ticket and dynamically adjusts the list of available groups for assignment.

For example, a brand focused on basic support may only display Tier 1 groups, while another more technical brand may allow the selection of Tier 2 or Tier 3 groups.

This way, each brand operates with its own routing logic, maintaining clarity and operational consistency.

Main Use Cases

The Brand/Group Association rule is indicated for the following scenarios:

• Operations with multiple brands served in the same Zendesk instance
• Clear separation of teams by product, service, or business unit
• Prevention of incorrect assignments between distinct brands
• Governance of SLAs and specific flows by brand

This rule is essential for mature multi-brand environments, where operational isolation is a critical factor.

How to Use the Brand/Group Association Rule

To access the Brand/Group Association rule, locate the Hide.fy app in the left sidebar navigation menu of Zendesk. Upon opening the app, go to the Dashboards area.

Within the dashboards, select the Brand/Group menu located in the Association Rules section.

When accessing this menu, a hierarchical view will be displayed where brands appear as main items. Each brand can be expanded to show the associated groups.

For each group listed under a brand, the Visibility column provides a dropdown where the administrator can set the desired condition.

Based on the applied configuration, the group will be displayed, hidden, or disabled only when that specific brand is selected in the ticket.

Operational Benefits

With the Brand/Group Association rule correctly configured, the operation will benefit from:

• Clear segregation between brands
• Reduction of assignment errors
• More consistent service flows
• Greater governance in multi-brand environments

This functionality consolidates the use of Hide.fy as a strategic layer of control and organization for complex and scalable Zendesk operations.