Setting up multiple brands (Enterprise)

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46 Comments

  • Jennifer Rowe

    Hi Kirti,

    It depends on your Guide plan.

    No with Support Enterprise + Guide Lite or Professional.

    Yes, with Support Enterprise + Guide Enterprise OR Support Enterprise with Multibrand add-on + any Guide plan. 

    Here are the details:

    • Support Enterprise and Guide Lite or Professional: Five brands, one Help Center
    • Support Enterprise and Guide Enterprise: Five brands, five Help Centers
    • Support Enterprise with Multibrand add-on and any Guide plan: 300 brands, 300 Help Centers

    Hope that helps!

    1
  • Jessie Schutz

    @Maria - Simple, efficient, and elegant. Thanks for sharing!

    0
  • Erin Slovitt

    Hi,

    Is it possible to have multiple tiers of brands? We are quite a large company with 3 totally separate business units that each have multiple branding/products. 

    0
  • Jessie Schutz

    Hi Jamie!

    If you have Help Centers active for your brands, those logos will be visible there, but otherwise I believe that's it. Are you seeing something odd?

    0
  • Jennifer Haight

    Any updates on brand-specific signatures? We would like to have a signature including brand-specific contact information automatically applied to the ticket based on the brand of the ticket.

    For example
    Brand 1 signature:
    You may contact us at ### or support@us.com.

    Brand 2 signature:
    You may contact us at different ### or support@thisbrand.com.

    0
  • Marybeth Sklar

    Sander,

    I have three questions about 'Add Signature..." that I hope you can answer.

    1. Does the agent need to choose the brand in order for the variable dynamic content to display?

    2. Please verify that the Add signature app replaces the need to create the custom app you reference in your July 23 post. (I don't need to install Ruby and the gem, right?)

    3. The dynamic content shown in your example is clearly more than html, which along with css, is the limit of my abilities. Can you point me to a reference for the syntax you use in your dynamic content example?

    Thanks very much -

    Mary Beth

    0
  • Sander Scheer

    Hi everybody!

    The "Add Signature for Brand" App we have written is now open source available on Github: https://github.com/drukwerkdeal/zendesk_addsignatureforbrand

    If you are interested in custom signatures per brand, please check it out there!

    Zendesk update: Adding branded signatures is now an option in the UI when you set up (or edit) a brand.

    0
  • Philip Argy

    Why can't people on Team plans just have the option to add another brand knowledge base for an add-on fee? For a small business, it doesn't make sense to have to upgrade all the way to a Professional plan just to have one extra knowledge base.

    0
  • Maria Nørgaard

    @Colin: You're awesome! Thank you so much! :)

    @Max: Thanks for your reply. Hope it'll soon be prioritized by ZD.

    0
  • Nicole - Community Manager

    Hi Patrick - 

    I poked around a little and the Ticket Brand is a default attribute. When you run a report looking for tickets solved during X time period, it should list them broken down by brand. 

    0
  • Kirti Parmar

    Hey Jennifer, are we able to create Brand specific Guide knowledge bases? 

    Thanks in advance!

    0
  • Jessie Schutz

    Hi Pedro! I'm glad everything's working for you. Let us know if you need anything else!

    0
  • Jennifer Rowe

    Sander, this is really, really awesome! Thanks for sharing your app with everyone. I'm sure it'll be useful.

    We'd love have it as a tip in our community (https://support.zendesk.com/hc/en-us/community/topics/200132086-Tips-Tricks), if you have time. :) Thanks!

    0
  • Sander Scheer

    We have fixed that with the following solution, based on the "Create ticket for brand app":
    1. Create a dynamic content, where you have a different signature for every brand (while the brand is a custom field with this "Create ticket for brand app")
    2. Create a custom app that has no display, that inserts the dynamic content placeholder in your reply, everytime you reply to a ticket (we've called it the "Add signature for brand" app)

    The dynamic content looks something like this:
    {% case ticket.ticket_field_option_title_24431341 %}
    {% when 'Brand A' %}
    Kind regards,

    {{current_user.name}}
    Brand A
    {% when 'Brand B' %}
    Kind regards,

    {{current_user.name}}
    Brand B
    {% endcase %}

    The content of the app.js looks something like this:
    (function() {
    return {
    events: {
    'ticket.save':'onTicketSave'
    },

    onTicketSave: function() {
      var comment = this.comment();
      var original = comment.text();
      var placeholder = this.setting('placeholder');
      if (original.length > 0 && comment.type() == 'publicReply' && original.indexOf(placeholder) < 0){
        comment.text(original+'\n\n'+placeholder);
      }
      return true;
    }
    

    };
    }());

    0
  • Mark Hinson

    We are looking at using Zendesk Brands to support a single service desk selling/supporting multiple product ranges, so we would have a parent domain (parent.zendesk.com) and a brands of product1.zendesk.com, product2.zendesk.com.  We have an integration with a MAGENTO (eCommerce site Sales/Order System).  Question:- Does  each Magento system integrate to the parent.zendesk.com site or to each of the branded product1.zendesk.com, etc sites, or is either approach possible?

    0
  • Mark Fly

    If you already have separate brand desks that were to be combined with a "hub" account, is it now possible to designate one as the main or master account and attach the second, third ones as a "brand"? How do you migrate if you were already creating this setup before the new feature was available and have two separate accounts?

    0
  • Pedro Rodrigues

    "You can also use brand in business rules, including macros, views, triggers, and automations, as well as in Insights reporting."

    I don't see it in the Actions options when creating an automation:

    0
  • Jessie Schutz

    Hi Mark!

    You can find documentation on this here:

    Check out the Migrating from Hub and Spoke to Multibrand section in the Documentation part of that guide.

    Hope that helps!

    0
  • Joseph Farah

    Hello,

    I am trying to setup Hosted SSL for our zendesk account. It appears that this was done in the past by our previous administrator, however has since been disabled.

    Upon attempting to re-enable it, I get a DNS setting error for one of our brands. This brand is no longer in use, and we are looking to get rid of it, however it appears that since we are no longer on Enterprise plan level, we no longer have the ability to remove/edit the brand at all :|

    What can I do to remove a brand without access to the brands tab?

    Thanks in advanced :)

    0
  • Silas A

    Hello.

    Requiring the Brand field on tickets created by agents

    There is no way to require a Brand as it goes to the Default Brand unless changed. Please change this feature to allow turning off a Default Brand so it actually does force the agent to select a Brand on a ticket.

    Thank you.

    0
  • Charles Magnuson

    This article has a broken link. The "Setting up business rules for multiple brands" link points to an admin URL that's not accessible to us. Instead, I think it should point here: https://support.zendesk.com/hc/en-us/articles/204382423-Setting-up-business-rules-for-multiple-brands-Professional-Add-on-and-Enterprise-

    0
  • Jessie Schutz

    Thanks for sharing your solution, Sander!

    0
  • Bob Novak

    Thanks for pointing that out Charles - I've let our documentation team know.

    0
  • Francis Lau

    Is there anyone else here who's seeing issues with inline headers, after adding links to the trigger messages?

    0
  • Pedro Rodrigues

    Hi Jessie, I have. We have seven brands... I just double-checked and everything's back to normal... Thanks for your assistance, though!

    0
  • Nicole - Community Manager

    Hey Patrick - 

    I'm looking for the right documentation to point you to, but in the meantime, you could also post your question to the Insights Q&A section in the Community, and you may have better luck getting an answer over there. 

    0
  • Justin

    Is it possible to add each of our brand's separate logos into our email templates? So if we reply to a customer on Brand A, our signature should have that logo...Brand B, different logo? Looking for any solution, such as the email template, agent signatures, signatures at a brand level, etc.

    0
  • Darnell Witt

    Hello, We have an enterprise account with the multibrand option enabled. 

    My team is building and supporting 2 totally unrelated brands with completely different URLs and no shared user base.

    The main reason for us to use multibrand is to make it easier for agents who will provide support for both services.

    However, I'm not clear from this article if we can have two help centers for two brands hosted on two totally different domains. I know that our subdomain.zendesk.com domain will be different but what about our custom URLs? (The ones you set up under "Host Mapping")

    For example: 

    support.apples.com
    support.oranges.com

    Thank you!

    0
  • Jessie Schutz

    Hey Christopher!

    There isn't a way to disable that field in the agent interface, I'm afraid. What you might be able to do instead is to set up a series of triggers that automatically change the brand back to what it's supposed to be if an agent submits an update where they've changed it.

    0
  • Jennifer Rowe

    Hi Justin,

    This article might help you:

    Using the email template with multiple brands

    I think you can use triggers to do what you're trying to do.

    Hope that helps!

    0

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