The following 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 customize the logo and colors in your Help Center to make them feel more integrated with the rest of your company website.
For details, see Customizing the Help Center.
Editing your Zendesk account name
- Click Admin(), then select Settings > Account > Branding tab.
- Edit the Your Zendesk account name field.
- Click Save tab.
Customizing your email templates
You can change the text and appearance of your email templates to be consistent with the rest of your customer experience.
For more information, see Customizing your email templates.
Using your company email address with Zendesk
Your Zendesk currently 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 (firstname.lastname@example.org). 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 email@example.com to your Zendesk email firstname.lastname@example.org.
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.
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:
- 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 email@example.com, not firstname.lastname@example.org.
- Update the default reply email address in the Email Channel settings page to your external support address (email@example.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.
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 detailed information about changing your support URL, see Changing the address of your support on Zendesk (host mapping).
Using a custom favicon
You can edit the favicon, the small icon that appears next to the title of a page in a browser tab, with your own logo.
To learn how to edit the favicon for your agent interface and end-user portal, see Adding a custom favicon to your Zendesk. For more information about editing the favicon in your Help Center, see Customizing the Help Center.
Customizing your Feedback tab
You can customize the text and apperance of the Feedback Tab to match the look and feel of your website.
For more information, see Setting up your Feedback Tab channel