Setting up multiple brands

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32 Comments

  • Fernando Mendes

    Team

    I hope you can help me here please!

    I have Brand A, B and C.

    1. If I create a new ticket (on +Add new ticket) and even using a macro that sets the correct brand, for instance, A (this is also happening without selecting any macro).

    2. The customer receives the e-mail with the help@brandB.com and if the customer replies, this reply is received again on brand A

    3. Any reply with brand A is going with the correct format and help e-mail address.

    4. Also I notice that when I create new tickets (on +Add new ticket) in the ticket field it shows "from Zendesk Support" where any other email shows as "Via help@brandA.com" for example.

     

    I tried to be as clear as possible and I do hope someone could help me here.

     

    Regards.

    Fernando

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  • Ekaterina Sumolaynina
    Zendesk Customer Care

    Hi Fernando,

    I created separate ticket for our Support team to investigate your particular issue, please check your email.

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  • Marisa Potgieter

    Hi there, is it possible to have multiple brands (support centers) all pointing to one one help center (guide) section? Thus if a user submits a ticket, it would be routed to the relevant help center, but they will all access and view the same articles from one central guide?

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  • Holly
    Zendesk Customer Care

    Hi Marisa,

    Great question — right now there is not a way to have one Guide section referenced by two different brands natively, unfortunately. We recommend creating the section in each Help Center and copying your content over to make sure it can be everywhere it needs to be. 

    Let us know if any other questions come up!

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  • Krista Zaloudek

    There is a note containing an article with a broken link. I'd love to read the article to learn more as we have a multibrand instance and hope to have separate chat agents for each.

    Note: Currently, live chat does not support multiple brands (see Multibranding Zendesk Chat for a possible option).

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  • Aimee Spanier
    Zendesk Documentation Team

    Hi, Krista. The Multibranding Zendesk Chat article is currently unavailable because it is outdated and in need of an overhaul. It's on the docs radar, but we haven't had the bandwidth yet to make the necessary updates. I'll see if I can bump it up the priority list, though. Sorry for the inconvenience!

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  • TicketMaestro

    Hi, I'm trying to understand how this feature should work. Let's say we have 3 brands:

    If I create a new outbound ticket, and select Brand B or Brand C, I expect the email to be sent from billing@brandB.com or legal@brandC.com. However, the email is sent from help@brandA.com.

    I submitted a ticket to ZD support and they tell me this is a feature and not a bug.  They also redirected me to an app where I can select the "from" email. However, I can't find any documentation that explains this failure anywhere in the docs relating to multibranding. 

    As it is, brands appear to be merely decorative for the intended purpose since the email recipient is being contacted by someone they're not expecting. I would personally think it's a scam if someone other than billing@brandB.com emailed me wanting to discuss a payment issue I had on a purchase to brandB.com

    Can you please clarify if this bug is the intended behavior?

     

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  • Ravindra Singh

    Suppose our company has domain company.com, and our production instance is company.zendesk.com, then can we add a brand for HR department as well, but the catch here is even they have same subdomain, so if we add brand then subdomain has to be unique, kindly let me know what to do?

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  • Sabra
    Zendesk Customer Care

    Hey Ravindra Singh! If you create a new brand, it must have its own unique subdomain. If you do not want to have a separate subdomain, then perhaps looking at separating tickets based on groups would work better for your workflow. You can check out the article, About organizations and groups, for more info about groups. 

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  • Evan Lewis

    My company is subscribed to Suite Professional. I have been able to successfully add a second brand in Account > Brand management.

    However, in Appearance > Branding, under Zendesk Support multibrand, it says, "Upgrading to the Support Enterprise plan enables you to manage five brands by linking your separately branded accounts to a central Zendesk account."

    My understanding is that multibrand support should be available with my Suite Professional subscription.

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  • Dane
    Zendesk Engineering
    @Evan,
     
    The message you are seeing is specifically for standalone Support plan. If you are using a Zendesk Suite: Plan, you can disregard it. Rest assured, you have access to five brands. I'll also mark this as a feedback for the UI improvement.
     

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  • Evan Lewis

    Dane

    Thank you for the prompt reply. I understand the messaging you posted above. The problem is that the logic in the Admin Center UI is wrong. I am locked out of a feature that the plan I am paying for supports.

    This is what I see in Admin Center (Account > Appearance > Branding):

    I am unable to manage multiple brands, even though I have ZSuite Professional.

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  • Dane
    Zendesk Engineering
    @Evan,
     
    You need to go to the Brand Management section to manage the brands. If you'll disregard the option "Zendesk Support multibrand" every other feature in your plan for multibrand is the same with an Enterprise Plan (aside from the number of brands of course).
     
    Please be reminded that for your agent's view, only one subdomain is available when they login. It can be setup in Account > Appearance > Branding > Subdomain. 
     

     
    To manage your brand's Help Center, you can go to Guide and select the brand on the top left. 
     

     
    If these options are not available on your end, feel free to contact us through Messaging and we'll help you out. 
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  • Oleksandr Grygorenko

    Hi,

    I have a few questions about end-users management in a multy-brand environment. We have 3 brands and 3 help centers.

    1. Is it possible to customize the "Welcome message" for different brands? And not to have all emails on behalf of main brand.
    2. Is it possible to dedicate users to a specific brand?

    We need to have different names of the help centers in the message based on the brand. And there shouldn't be any other information just brand-specific links and names. Also link to create a password is for the main brand, but should be different for each brand, as I understand

    I really appreciate any help you can provide.

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Oleksandr Grygorenko

    Happy to help with you questions about the multi-brand environment!

    1. Is it possible to customize the "Welcome message" for different brands? And not to have all emails on behalf of main brand.

    The welcome actually depends on how the end-user signed up. If they signed up for Brand A, then it would be Brand A sending the welcome email. If they signed up for Brand B, then Brand B would be sending the welcome email. More information can be found here

     

     

    2. Is it possible to dedicate users to a specific brand?

     

    Requests submitted to one brand's help center are only visible from that help center, so if a user only has access to one brand, they can only see the requests submitted by their organization to that brand only. For the other user who needs to see Brands A and B, they'll need to log in through those help centers. Same behavior: Logging into Brand B's help center will only show Brand B tickets, and likewise for Brand C's help center with Brand C tickets

    Hope this helps out!

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  • Yardi Bunda

    Hi all,

    We have 2 brands and plan to add at least 1 more very soon.

    However every time we send an email the name of "From" is populated with the information from  "Appearance->Branding" section where there's a field for "Your Zendesk account name."

    Since Zendesk says this is "multibrand", surely there's a way to define the "from" name according to the brand.  For example, the emails from "help@brand1.com" could say "Brand 1 Customer Support" and emails from "help@brand2.com" might say "Customer Care for Brand 2" or whatever else we wish it to say.

    Right?

    Thanks

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  • Joyce
    Zendesk Customer Care
    Hi Yardi,
     
    You can change the name in the outgoing email notifications by setting a preferred name in the Name (optional) field for your support address. First, identify the email associated with your brand in Admin Center > Channels > Email, edit the email to set the name as shown in the image below:

     
    You can also visit this article for more information about changing the name in the outgoing email notifications.
     
    If you are creating a proactive ticket, you can use the Select an Address app which allows admins and agents to change the default support address associated with a ticket.
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  • Sabra
    Zendesk Customer Care

    As mentioned in our article, Customizing your templates for email notifications, you can customize the HTML template to match your branding.  While we don't currently have native functionality to control the customization by brand, you can use liquid markup as a workaround. Below is an example of code you could use in your HTML template to change which image is displayed depending on the brand name that is present in the footer. 

    <!DOCTYPE html>
    <html dir="auto">
    <head>
      <meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
      <style type="text/css">
        {{styles}}
      </style>
    </head>
    <body {{attributes}}>
    
      {% if footer contains 'Brand1' %}
        <center>
          <img src="https://{subdomain}.zendesk.com/system/brands/1500001091521/thumb.png"/>
          <h2>Email from Brand1 Support</h2>
        </center>
      {% elsif footer contains 'Brand2' %}
        <center>
          <img src="https://{subdomain}.zendesk.com/system/brands/1900000015045/thumb.png"/>
          <h2>Email from Brand2 Support</h2>
        </center>
      {% elsif footer contains 'Brand3' %}
        <center>
          <img src="https://{subdomain}.zendesk.com/system/brands/1900000015105/thumb.png"/>
          <h2>Email from Brand3 Support</h2>
        </center>
      {% endif %}
      
      <p>{{content}}</p>
      <p>{{quoted_content}}</p>
      <p>{{footer}}</p>
    
    </body>
    </html>

    Disclaimer: This is provided for instructional purposes only. Zendesk does not support or guarantee the code. Post any issues you have as comments or try searching for a solution online. 

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  • Melissa McCullough

    When it says Brands doesn't support chat, does that mean:

    Your second brand can't have chat at all OR that it has to use the same chat as the main account?

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  • Gab Guinto
    Zendesk Customer Care
    Hi Melissa,

    It's the latter – all chat requests are managed in one Chat account/dashboard. As chats come in, they aren't tagged with a brand, as well as the ticket created in Support from chat conversations. You'll need to configure your business rules and other settings to make use of multibranding in Chat. You can check out this guide for more information: Multibranding Zendesk Chat.
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  • Melissa McCullough

    Can you keep a brand from having access to chat and submitting a request?  Make it so they can only access the knowledge base (articles)?

     

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  • Melissa McCullough

    Where does the uploaded logo show up?

     

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  • Dane
    Zendesk Engineering
    Hi Melissan, 

    You can disable the Submit a request by following the steps in How can I remove the "Submit a request" link from my Help Center?

     

    In addition, you can also disable your Chat widget so that only your Help Center will be your end-user's resource. You can still enable the widget but disable the Chat and Ticket functionality.

     


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  • Melissa McCullough

    Dane--thanks for the response.  And this is per BRAND, right?  We want to keep the chat & submit a request for some, but not all brands.

     

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  • Dane
    Zendesk Engineering
    Correct!
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  • Dave Potts

    Does setting up multiple Brands allow you to change Zendesk app settings for that Brand?

    We want to connect multiple M2 installations to Zendesk, but the M2 connector app in Zendesk only allows one set of API keys.

    Being able to change the settings in the app on a 'per brand' basis would facilitate this.

    Also, can you have different Zendesk apps installed per Brand?

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  • Mario Zaizar

    Following on Sabra's post.

    You can only use the contains keyword to match the brand name. This would simplify your case code, still matching the template but ignoring the extra "This email is a service from brand name" HTML from the footer placeholder.

    So, instead of:

    {% case footer %}
    {% when 'This email is a service from ACME.' %}
    Custom CSS and HTML here.
    {% endcase %}

    Use this:

    {% if footer contains 'Brand1' %} 
    Custom CSS and HTML here.
    {% endif %}

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  • Scott Holm

    Looking for some advice here on the multi-brand setup, but having a separate corporate umbrella brand that is internal facing only. Is this something other people do?

    It’s a little inconvenient, but we are a company (Agility Recovery) that has three software brands (BOLDPlanning, Preparis, Recovery Planner). Those are all customer facing. Think of it kind of like Microsoft, you know their name but you would reach out directly to the support teams for Windows, Office, or Azure if you're using those specific products, the Microsoft brand doesn't really matter in that case.

    However, I’m not sure it makes sense for us to use one of those three customer-facing brands as the default/umbrella or if it makes more sense to use our company name (Agility) as the main domain then have the three software brand names be customer facing.

    What do companies typically do in this situation, or if it’s unique, what do you recommend?

    If needed, I can use one of the brands (Preparis) as the default as that is our largest customer base, but in reality, it’s just one of three that sit under the corporate umbrella.

    Any thoughts or ideas would be welcome. Thank you!

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  • Max McCal
    Zendesk Product Manager

    Hi, Scott Holm

    Overall the default brand doesn't have that much impact on how you ultimately run your support instance, so it shouldn't matter too much. There are two main consequences:

    • Your default brand is applied whenever we can't figure out what brand to assign a ticket to. This is usually pretty rare, as most external channels will set the brand automatically. The API is the main way this usually happens. If your channels are pretty well established, this should be an edge case.
    • Your agents will always see the subdomain of your default brand while working in the agent interface, and you will route the majority of your API traffic through your default brand's subdomain. This is mostly cosmetic, but important to be aware of. 

    Does that help you to determine? In the end it won't make a big difference, and your end users will see almost no impact from the decision.

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  • B S Balaji

    Under the Account menu Unable to find the Brand Management Menu.

    How to get the Brand management menu under Accounts option?

     

    Regards,

    Balaji

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