Forums/Documentation/Getting Started Guide

Branding your Zendesk

Jennifer Rowe
posted this on April 04, 2012 09:33

In this lesson you'll brand your Zendesk for your company. We'll start with some easy changes to update the Help Center with your company colors and logo.

Note: You must be an administrator to change the company colors and logo.

Then you'll learn how to customize the URL for your Help Center so that it matches your company domain instead of the Zendesk domain. Finally, you'll learn how to configure your Zendesk to use your company email address.

All these branding changes will help ensure that the support experience you provide your customers feels integrated with the rest of your customer experience.

Changing the logo and colors for your Help Center

 

You can change your Help Center colors and logo to make your Help Center more integrated with the rest of your company website. These modifications are pretty easy to make.

Note: This section assumes your Help Center has been enabled in setup mode or is live. It also assumes you're a Help Center manager. Only Help Center managers can make these kinds of changes.

Now, before you start, make sure you have a version of your logo optimized to 200 pixels wide by 50 pixels tall. Zendesk will scale the image to fit that space if it is not already that size.

To change the colors and logo for your Help Center
  1. Click the Help Center icon () in the sidebar.
  2. In the Help Center, click Customize design in the tools panel on the lower-right side of the page.

    The Help Center switches to Preview mode.
  3. Click the Branding tab.

    When you make a change, the page refreshes to let you preview it on the page. Changes don't take effect until you click Publish changes at the top of the sidebar.

  4. In the Logo section, click Change.

     

  5. Select your image. Remember, if your logo is not 200 pixels wide by 50 pixels tall, Zendesk will scale it to fit in the header.
  6. Now click the Appearance tab.
  7. Click any color, select a color or enter the hex number for the color, then click off the color picker to close it.

    When you make a change, the page refreshes to let you preview it on the page. Changes don't take effect until you click Publish changes at the top of the sidebar.

     

  8. If you're satisfied with the look and feel of the preview page, click Publish changes at the top of the sidebar.

    The changes are applied to the Help Center.

  9. Click Close to leave Preview mode.

    Check out your new logo and colors!

Using your company email address with Zendesk

By default, your Zendesk uses a Zendesk email address. This will probably be confusing to your customers, so you should configure your Zendesk to use your company email address.

You can change the current email address (support.youraccount.zendesk.com) to your own email address (support@yourcompany.com). This will enable your customers to send email to and receive emails from an email address customized for your company.

Enabling customers to send support email to your company email address

If you want to enable customers to send support requests to your company email address, and you want to receive the tickets in your Zendesk, you need to set up email forwarding. Then you can receive support requests at external addresses and forward them to equivalent email addresses in your Zendesk account.

For example, you can forward email sent to support@yourcompany.com to your Zendesk email support@youraccount.zendesk.com.

To receive support emails at your company email address, you need to configure email forwarding in your email server (for example, Google Apps, Microsoft Exchange server, or some other system), not in Zendesk. For more information, see Using an external email domain in the Zendesk Administrator Guide.

Tip! If you use Gmail or another email platform that requires you to verify the email address to which you are forwarding, you may need to check your Zendesk Suspended tickets view for the verification email.

If you currently have an active support email address, you might not want to enable email forwarding for that email address until you are ready to start using Zendesk to manage your support requests.

Sending reply support emails from your company email address

In addition to receiving support requests at your company email addresses and then forwarding them to your Zendesk, you can also configure email to process reply emails to customers as if they are coming from your company email address and not a Zendesk email address.

Configuring Zendesk to send reply emails from your company email addresses requires two steps:

  1. Create an SPF record to allow Zendesk to send email on behalf of your email server.

    In other words, outgoing mail will appear to be from help@mycompany.com, not support@myaccount.zendesk.com.

  2. Update the default reply email address in the Email Channel settings page to your external support address (help@mycompany.com).

For complete details, see Using an external email domain in the Zendesk Administrator Guide.

Changing your support URL to use your company domain name

You can make your Zendesk more integrated with your company website by removing zendesk from the support URL and using your own company domain name. For example, support.yourcompany.com instead of yourcompany.zendesk.com.

Setting this up can be technical. Essentially, where your domain name is registered, you need to create a subdomain and configure it so that when a user browses to that subdomain address, they are redirected to your Zendesk. A subdomain might be something like support.yourwebsite.com or help.yourwebsite.com, where support and help are the subdomains.

For instructions, see Changing the address of your support website on Zendesk (host mapping). Consult your system administrator, if you have one, before proceeding.

Summary

In this lesson, you changed the logo and colors to brand your Help Center. You also learned how to configure Zendesk to use your company email address and URL.

Next Lesson: Working with views

 

Comments

User photo
Michael Scarpelli
liai

I may be missing something, but it looks like this branding doesn't fully apply to Lotus? I have a header color set, for example, that appears to not be showing up.

I dig Lotus, but would like to have the ability to distinguish the UI elements a bit more from one another. Since the palette is fairly monochrome now, elements blend a bit more than before.

April 11, 2012 09:37
User photo
Du Nguyen
qasymphony

Hi,

When I put my company website's URL to Website URL, Zendesk always opens the site on a new browser tab when users click on company's logo on Zendesk site. I want users to go back to the main site on the same browser tab because I want users to see both sites as a single site. Is it possible?

The website is http://www.qasymphony.com. Zendesk support site for the website is http://support.qasymphony.com

Thanks,

Du Nguyen

 

June 08, 2012 09:58
User photo
Jennifer Rowe
Zendesk

Hi Michael, You're right that the branding changes don't apply to the Agent dashboard in Lotus. They only apply to the web portal for end-users. I think the agent branding is still forthcoming...so please stand by! :)

 

Hi Du Nguyen, I'm not sure the answer to your question, so I'm going to create a ticket so someone from our support team and help!

June 08, 2012 10:26
User photo
David Okner
Zendesk

Dear Du Nguyen

I found some javascript for you but I cannot guarantee that it will do what you would like.

Please test this in your sandbox first before placing it within your production site:

var links = document.getElementsByTagName('a');

for (var i=links.length-1; i>=0; i--) {
links[i].target = "_top";
}

I found this here:

http://productforums.google.com/forum/#!topic/chrome/aMXaBSimUxU

I hope this helps.

Please let me know if you have any questions.

Cheers,

David

Love Your Zendesk - The Fastest Way to Great Customer Support

David Okner | Customer Advocate | +1 415-418-7506 | dokner@support.zendesk.com

June 08, 2012 10:57
User photo
Du Nguyen
qasymphony

Thanks David. It works.

June 08, 2012 13:41
User photo
Edvard Ananyan

I have seen that it is possible to fully customize the look&feel: http://www.zendesk.com/product/key-features#5-custom-branding

 

How can I achieve the same result as it is on the picture?

June 26, 2012 13:48
User photo
Jennifer Rowe
Zendesk

Hi Edvard, thanks for your question. Please check out our CSS Cookbook topic on Replacing the header logo and title for more information on how do this. Good luck!

June 26, 2012 14:03
User photo
Returns
voosha

When I forward e-mails from an address belonging to my domain, to the zendesk support address, I have the following problem:

When I reply to a ticket, I get a notification in the inbox which belongs to my domain and that in itself creates a new ticket. 

Could this be because I have set up a trigger to assign tickets to a group when received in an e-mail address?

July 18, 2012 12:17
User photo
Ben
Zendesk

Hello Returns! It sounds like you are including an email address as a CC at some point in the chain. I'm creating a ticket for you so we can discuss and review in detail. See you there!

July 19, 2012 15:47
User photo
Taylor Cavanah

I've got my cname alias setup and it works perfectly except that the url still shows up as locai.zendesk.com in the url bar when I'm at our help desk.  Is it possible to mask the zendesk url completely so that it is a truly aliased domain? Thank you

August 10, 2012 18:17
User photo
Jonathan March
Enthought

@Taylor: If SSL is enabled (Settings / Security / SSL / Regular SSL) then the effect with a custom domain will be as you describe. To combine SSL with a custom domain, you need to follow these instructions: http://www.zendesk.com/blog/ssl-in-your-own-domain-a-geeky-enterpri...

(We have not yet done this so I can't confirm that they work as described.)

August 11, 2012 21:10
User photo
Rbeauchamp
accolo

We have a newly branded product and we would like to setup a support site that is branded with the new product name and logo. Do we need to create a completely new instance in order to do this or can we include it as a sub-site within our current instance?

October 31, 2012 15:06
User photo
Justin Seymour
Zendesk

Hi Richard: 

If you're on the Enterprise plan, you can create a new trial account for your new brand. We'll link it up to your main account and you can use your Enterprise features. There's no charge for that account. It's a separate domain, so you can customize the portal as desired. If you're on any of the other plans, you'll need to create a separate Zendesk account for the new brand. You'll have to pay for the new subscription and agents needed within that instance. 

November 08, 2012 09:07
User photo
Mark Fury

How do you brand the new Zendesk? I can get to the appropriate page, though the settings appear to be for the classic Zendesk interface.

January 28, 2013 02:56
User photo
Justin Seymour
Zendesk

Hey Mark: 

All of the branding options apply to your public-facing web portal, or the Classic interface for your end-users. We'll be implementing branding options for the new agent interface in the near future. 

January 28, 2013 04:31
User photo
Jon

Regarding forwarding emails from support@ourdomain.com to Zendesk.  Are there any negative repercussions of enabling the SPF record to allow forwarding to an external domain?  I am getting serious push back from my Exchange team to get this done.   

March 15, 2013 11:25
User photo
Lauren Fisher
Zendesk

@Jon - While many of our customers use SPF records for allowing Zendesk to send emails out from their email domain, we can't require you to use it. If you are interested in finding out more about the overall pros and cons of using an SPF record I would suggest you research it, external of Zendesk, so that you have a more well-rounded opinion. 

While we love when our customers are able to set up SPF records to allow our product to be used more to it's full capacity, if your team isn't 100% certain about doing so, that may be part of your company's workflow/security practices.

Sorry I couldn't provide a more definitive answer!

April 12, 2013 14:02
User photo
James Palmer
omniis

Hi,

Our logo has our name in it, however on the header page our name is also displayed, from an aesthetic point of of view it doesn't look good.

Is there anyway of removing our company name from the header page?

thanks

April 18, 2013 02:10
User photo
Brandon K.
Zendesk

Hello Jpalmer,

Absolutely! If you go to Settings > Account > Branding you can change your company name by editing what is in the field 'Your Zendesk account name'.

April 22, 2013 10:40
User photo
James Palmer
omniis

Hi,

But it wouldn't let me zero the name out - it says I must have a name in there.

I want to remove it from being displayed on the portal.

Thanks

April 23, 2013 08:09
User photo
Brandon K.
Zendesk

Hey Jpalmer,

If you zero the name out it will give you an error message but still remove the name from the portal. As long as you don't update the page a second time after it puts the account name back in there you should be able to keep your company name blank on the main page. Additionally, if you have programming resources at your company you could use CSS to hide the name.

April 23, 2013 16:57
User photo
Rahul Dave
sourcefire

Any update on when this will be fixed for the Agent view? I am not a fan of the green and am not sure why even a simple color change is not even possible?

May 17, 2013 07:11
User photo
Brandon K.
Zendesk

Hello Rahul,

Thank you for asking about this. This is actually being discussed by our product team right now on how feasible it would be to introduce the ability to rebrand your colors in the new Zendesk interface and if it would be worth the development time. This would be the perfect time to create a feature request in our forum and get a strong backing from other users in there. Our product managers actively monitor that forum and a strong showing of support at this time would be crucial for this becoming a feature. You can find the feature request forum here: https://support.zendesk.com/forums/1848-Feature-Requests

May 17, 2013 16:17
User photo
Sabrina
comitydesigns

Is there a way to customize the footer too?  Thanks!

May 23, 2013 10:14
User photo
Brandon K.
Zendesk

Hello Sabrina,

You would have to use CSS to customize the look of any part of your page that is not on the Branding section of Zendesk. Although this will require some custom coding on your side, the good news is that the Zendesk web portal is completely customizable through CSS and the footer could definitely be changed. You can add CSS to your Zendesk account by going to Admin > Settings > Extensions > Add a widget > Global CSS and you can learn more about coding in CSS by visiting our CSS cookbook here: https://support.zendesk.com/forums/20146877-css-cookbook

May 28, 2013 12:58
User photo
Cathy Grim
cylance

I'm trying to change my support URL to use my company URL vs. ZenDesk:

support.mycompany.com (we have it registered)

I changed the Host Mapping as instructed above, but going to support.mycompany.com still takes me to:

mycompany.zendesk.com

(yes I cleared my browser history and cookies...)

Any suggestions?

Thanks!!
Cathy

June 04, 2013 15:57
User photo
Cathy Grim
cylance

^^ I got it... sorry for the spam.  It was the SSL setting.  When I turned SSL off, everything worked as expected.  Looks like we need the Plus or Enterprise Plan now :-)

Thank you!
Cathy

June 05, 2013 09:03
User photo
Brandon K.
Zendesk

Hey Cathy,

Thanks for letting us know that you were able to figure out your host mapping issue! For any other users that might have the same issue, here's a macro I created about this problem that may explain how to resolve the issue in more detail: 

It looks like your host mapping is set up correctly but it appears that you have Regular SSL enabled, which is most likely the cause of this error. Regular SSL cannot work with a mapped domain and our system defaults on the security option over the branding option. I would recommend deactivating this option by going to Settings > Security > SSL and unselecting 'Regular SSL' in order to allow the host mapping to take effect. If you wish to continue to use secure browsing, you can upload a hosted SSL certificate on the same page you turned off regular SSL.

June 10, 2013 16:45
User photo
Cathy Grim
cylance

Hi Brandon,

Yep, SSL was the issue.  We're flipping the switch to the Plus plan tomorrow so I can turn SSL back on.

-Cathy

June 10, 2013 17:13
User photo
Mike Fourcher
greenpsf

We love the knowledge base feature, but we'd like to get some SEO-juice out of it. Is there any way it can be mapped to a directory rather than a subdomain? Thus: mycompany.com/support

August 21, 2013 14:29
User photo
Matthew Zaglin
tpco

Hello - in the New Zendesk interface, it keeps dropping us back to the mycompany.zendesk.com URL as opposed to the custom support.mycompany.com one which worked just fine in the "Old" interface.  

Also, from the "New" interface, when I want to go to the support forums, and click on the "Go to web portal" link, it also drops me back to the mycompany.zendesk.com URL.  

Is this a known issue, or is there something special I need to be doing?

Thanks!

August 22, 2013 12:43
User photo
Laura D.
Zendesk

Hi Matt, 

This isn't exactly a known issue in the sense that it's a bug that used to work and will be fixed, it hasn't be built that way, though I think this may change later on. If you see the answer to this question that will give you a little more information. The short story is that there are some work arounds to get it so that you can copy and paste the right URL. For example, you can type in the right URL in another tab and it will stay also, apps like the Answer Suggestion app will use the host mapped domain if you set it up to do so. Hope that helps!

August 22, 2013 15:22
User photo
Idan

Hi,

Our support email is a "Group" on the gmail apps for businesses. It doesn't have a login or a password. Can we keep the email address as a group, and still have it go through Zendesk?

September 19, 2013 02:02
User photo
Matthew Zaglin
tpco

@Idan - I went through this initially as well.  If you include the zendesk-specific email address (e.g.: support@mycompany.zendesk.com) as a member of the group, what seemed to happen was all of the tickets coming into Zendesk were seemingly opened by that account, and not the actual requester.  We ended up having to 'bite the bullet' and dedicate an actual Google Apps account to our support address, and have it dual-deliver (configured in the GA admin panel) to our Zendesk support address. 

September 19, 2013 06:24
User photo
Jennifer Rowe
Zendesk

Matt Z, that's good info. Thanks for sharing your solution.

September 19, 2013 13:01
User photo
Kurt Kruel
klassactsolutions

Is the Agent dashboard color change still an issue?  I tried this morning to change the color scheme on the Agent dashboard in lotus and it keeps the colors the default?

 

Please help, this seems to be an issue since June.

October 28, 2013 10:28
User photo
Laura D.
Zendesk

Hi Kurt, 

Do you mean the green bar along the top of the window? It's not possible to change that (nor has it been since the new Zendesk launched). That said, we are looking at ways to let agents better tell the difference between Zendesks if they have multiple Zendesks open at the same time. Nothing firm yet but it is something we're planning to improve. 

October 28, 2013 11:10
User photo
Kurt Kruel
klassactsolutions

Laura,

 

Yes that green bar is what I was attempting to change.  I will wait patiently for an update to let us change this.

 

Thank you

October 28, 2013 11:19
User photo
Laura D.
Zendesk

Sounds good - we'd love it too, hopefully it won't be too much longer!

October 28, 2013 11:59