Using the email template with multiple brands (Enterprise)

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25 Comments

  • Rafael Marquez Montes

    How will Zendesk know which branding to use when we generate an internal ticket which is going to a customer?

    Example:

    I have Brand A and Brand B. I try to send a ticket to a requester (I create the ticket) which belongs to Brand A. How does Zendesk know this?

    Regards

    1
  • Colin Piper

    Brand is a field your agents can set when creating a ticket however, as I have the brand as a custom organization field, I use a trigger to copy this to the ticket when it is created.

    0
  • Jan

    Hey there...

    We want to use the brand feature as well, and we are also hitting the limitations:

    1. Trigger fields are limited in size, to approx. 8 kb. While that may seem like a lot for mails, for HTML emails, especially when it comes to create a working formatting for old clients (or even modern ones) using tables and lots of old <font face>-like tags, 8 kb is not that much. Our solution at the moment is to split markup into two parts; a branded one which is stored with the trigger, and a frame layout (including some CSS styles for compatability with modern clients), which is stored as the template.

    2. When you place HTML markup in the trigger, there is no fall back to text only, because the {{content}} in the email template will be replaced by the HTML set up in the trigger, or am I mistaken?

    It would be nice to be able to store seperate email bodies (both HTML and plain text) for all brands.

    The multi-brand feature still seems to be in a beta state; as this 'how to work around' is from 2014, I am wondering when this feature will be usable?

    Thanks and kind regards,
    Jan

    0
  • Bob Novak

    Hi Jan - sorry for the long delay. I have spoken with our Product Manager for this and we are still a ways out from having separate email templates for Brands, so some workarounds will still be necessary for a while.
    For your second question, the email template won't be replaced by the trigger HTML. We send the HTML along in the plain text version because email processing doesn't distinguish HTML in the trigger message from text in there.
    I see you also have a ticket, so if you want to go into more detail and troubleshoot any issues you are having, let's continue our conversation in the ticket.

    0
  • Jennifer

    We're looking to start using this brand feature. All of our agents will take tickets for all brands, but from what I can see, their signature remains the same (which has info about our main brand). Can a single agent have a different automatic signature depending on the brand of the ticket?

    Edit: Mark me solved! I found this great app from a fellow Zendesk-er: https://support.zendesk.com/hc/en-us/articles/204108983-Setting-up-multiple-brands-in-your-Zendesk-Enterprise-?page=2#comments

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

    0
  • Jessie Schutz

    Hi Jennifer!

    I'm glad you were able to find a solution! Please let me know if you have any other questions!

    0
  • Elisabeth Foster

    Are there any updates on when having more than one template in multi-brand will be working? We want to update to multi brand from hub and spoke but this issue is keeping us from doing it. It seems like a lot of work to get all these branded triggers set up. Thanks.

    2
  • Mariliam

    Discovering there were no multiple email template options for multiple brands was such a disappointment. Any updates on when this feature is coming?

    1
  • Jessie Schutz

    Hey Mariliam!

    You're definitely not the only person who's given us this feedback. I checked with our Product Team about it, and they said that they're currently working on improving this functionality but it's really complex and needs to be vetted and tested very thoroughly. This means that we're not able to give any ETA on when the feature might be available until we're much closer to it being perfect. But take heart! We're actively working on it and will definitely let everyone know when it's ready!

    0
  • Mariliam

    Hi Jessie, 

    Wondering about when this option might be available for multiple brands? Any updates or good news for us?

    Thanks!

    0
  • Jessie Schutz

    Welcome back, Marilliam!

    As of right now, we don't have any updates to share on this. Like I mentioned before, it's a really complicated thing to implement, so it's going to take some time before we get there. Thanks for checking in!

    1
  • Ashish Sharma

    @Jessie Any updates or ETA as to when the feature for multiple brands is coming? 

    0
  • Nicole - Community Manager

    Hey Ashish - 

    We don't have any updates on this at the moment, but we'll keep you posted!

    0
  • Zac Fullerton

    By branding with triggers, only the requester will see the custom brand. How can I ensure both the requester and CC's receive emails with the same brand?

    2
  • Sean Cusick

    Hi Zac, We're very sorry, at this time that is not possible. We hope to address those concerns soon. 

    0
  • David

    Any updates on this?

    0
  • Nicole - Community Manager

    Hi David -

    Which of the above ideas is your question in reference to?

    -1
  • David

    Are there any updates on when having more than one template in multi-brand will be working?

    2
  • Jan

    @nicole

    In regards to my post 3 yrs ago and many of the subsequent ones, those weren't so much "ideas", but rather essential feature requests for making the multi brand emails ... usable. :)

    2
  • Mariliam

    Now that I'm about to add the 4th brand to my account, I am certainly wondering if we're ever going to see this feature prioritized. Any progress or updates will be appreciated.

    1
  • Kristal Lam

    Hi @David! This is currently something we are looking into and working on design ideas. I will keep this article updated on where we're at and can reach out when we're ready to share some potential designs. 

    0
  • Lisa S

    Hey,
    Is it possible to use dynamic content or another approach within the email template to show the header and footer in multiple languages. 
    Thanks,
    Lisa

    0
  • Brett - Community Manager

    Hi Lisa,

    Dynamic content can be referenced via placeholders in triggers, automations and macros. The dynamic content wouldn't be rendered if you put them in the email template through Settings > Channels, Email > Email templates.

    If you check the email templates in your settings, you'll see the content placeholder ​via which the email responses you specify in your triggers, automations and macros will be referenced. Your dynamic content placeholders must be placed in a trigger/automation/macro to render appropriately.

    More information in our Providing multiple language support with dynamic content which I've linked for you.

    Let me know if you have any other questions :

    0
  • Lisa S

    Thanks Brett - can you suggest another approach to allow for multi-language support in the email template?

    0
  • Brett - Community Manager

    Hi Lisa,

    Since this functionality is not built into the system I'm afraid there would be no alternative other than use triggers/automations. If this is something you're looking for I recommend upvoting the following feedback post: Enable dynamic content in the email template and provide your use case.

    Let me know if you have any other questions :)

    0

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