Brand is a customer facing identity, represented by a collection of contact points for your customers. These contact points can include email support addresses, Help Center, Web Widget, Talk, Twitter, and Facebook.
Brand is also a ticket value, added to all your tickets. Agents can manually change the brand associated with a ticket, and they search for tickets by brand. You can also use brand in business rules, including macros, views, triggers, and automations, as well as in Insights reporting.
Zendesk Support has one brand by default, that was created when you set up your Zendesk account. Supporting multiple brands is available as a Professional Add-on, up to five brands, and on Enterprise, up to five brands. There is also Multibrand Add-on for Enterprise, which enables you to add as many brands as you need.
You must be an administrator to add and manage brands.
This article contains the following sections:
- Understanding how Multibrand works in your account
- Adding multiple brands
- Generating an SSL certificate for host-mapped brands
- Requiring the Brand field on tickets created by agents
- Excluding your branded Help Centers from system generated account emails
- Next step after you add a brand: Configure your channels to support multiple brands
For a list of resources, see Multibrand resources.
Understanding how Multibrand works in your account
When your account is created, one brand is created for you by default. So, before you add any brands, you have a single account subdomain and one brand subdomain that match. When you add brands, you still have a single account subdomain, but you have multiple brand subdomains, including your original brand that matches your account subdomain.
Brand is a ticket value. Every ticket has a brand. Users and organizations do not have a brand value. They belong to the account, not a brand. You cannot segment users or orgs by brand.
Most channels have a brand value, so that you can configure specific channels for specific brands. This includes Help Center, Web Widget, Talk, Twitter, and Facebook.
Adding multiple brands
Zendesk Support has one brand by default, but you can set up and support multiple brands.
On the Professional Add-on you can add up to five brands. Enterprise includes up to five brands, and if you have the Enterprise Add-on, you can add as many brands as you need.
You can watch this overview video or read the instruction below to add a brand.
- Click the Admin icon () in the sidebar, then select Manage > Brands.
Note: If you have not switched to New Zendesk Support from Zendesk Support Classic or you have not activated your Help Center, you will be prompted to do so.
- Click Add brand.
If this is the first time you are adding a brand, click Get started instead.
- Enter a Brand name.
Brand name is required and must be a unique name, not used by any of your other brands. This name will be customer-facing.
- Enter a Subdomain for this brand's Help Center.
This subdomain will be the address (URL) for this brand's Help Center: mybrand.support.com/hc. It will also be the default support address for this brand: email@example.com.
Subdomain is required; each brand has its own subdomain. It can include only letters A-Z, numbers 0-9, and the characters underscore (_) and dash (-). When you enter a subdomain you'll see notification that the subdomain is either available or already taken.
- (Optional) Add a Logo by dragging your file to the designated logo area or by clicking choose file.
Your logo should be 2 MB or less and must be a PNG, JPG, JPEG, or GIF file. For best results, your logo should be square. Otherwise, your logo will be stretched or compressed to fit.
- (Optional) Enter a brand signature to append your agent's personal email signature when they are representing that brand. For information on agent signatures, see Adding an agent signature to ticket email notifications.
- (Optional) Enter an alternative support site URL in Host mapping to map one of your own domain names to the Help Center for this brand. For example, you might use support.mybrand.com/hc instead of mybrand.zendesk.com/hc.
When you enter your host mapped URL it is automatically tested, and you'll see notification that your host mapping is either working or not working.Note: There are multiple steps required to set up host mapping for a brand, including generating an updated SSL certificate every time you add one or more brands. For more information, see Generating an SSL certificate for host-mapped brands.
After you add multiple brands, host mapping is managed in Manage > Brands instead of Settings > Account.
- Click Save changes.
Your new brand is created and added to your list of all brands.Note: Your new brand will not be available to users until you add a Help Center or associate it with another channel (see Configuring your channels to support multiple brands).
Generating an SSL certificate for host-mapped brands
When you add a host mapped brand, you need to regenerate your SSL certificate. If you do not regenerate your certificate, host mapping will work, but the brand will not be protected.
You need to regenerate your SSL certificate every time you add one or more host mapped brands, but you do not need to regenerate your certificate for every host mapped brand. For example, if you add three new brands, you need to regenerate your certificate only once. If you later add two more brands, you need to regenerate your certificate again.
Your certificate request should be formatted as a SAN (SubjectAltName) cert. This type of certificate is used to manage multiple SSL-protected host mapped domains. Each brand subdomain is listed in the certificate as a SAN.
Alternatively, You can use a wildcard certificate if your brands are in the same domain. For example brand1.company.com, brand2.company.com, and brand3.company.com are all in the same domain.
To regenerate your SSL certificate when you add one or more host mapped brands, see Using hosted SSL.
Requiring the Brand field on tickets created by agents
When you have multiple brands, every ticket has a brand. For all customer-facing channels, the brand is automatically applied to the ticket.
When agents create tickets, they have the ability to chose the brand. You can require that agents select a brand before they submit a new ticket. If you do not require that agents select a brand, then your default brand will be applied to the ticket, unless the agent selects another brand before submitting the ticket.
To require that agents select a brand when creating new tickets
Excluding your branded Help Centers from system generated account emails
By default, when you have multiple brands with active Help Centers, a list of all your active branded Help Centers are included in account emails. Account emails are system-generated emails that notify agents and end-users about their profile, including welcome emails, account verification emails, and password reset emails.
If you do not want to include a list of your active branded Help Centers in account emails, you can exclude it.
To exclude the list of active branded Help Centers from account emails to agents and end-users
Next step after you add a brand: Configure your channels to support multiple brands
When you add multiple brands, you have to add a Help Center, or associate another channel with each brand, before your customers can open requests with a specific brand.
You can support your brands in any of these channels: email, Help Center, Web Widget, Talk, Facebook, Twitter, and the API.
Other possible next steps after you add a brand and configure your channels
For a list of resources, see Multibrand resources.