Using the email template with multiple brands (Enterprise)

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  • Rafael Marquez Montes

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


    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?


  • 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.

  • Jan-Henning Niediek

    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,

  • 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.

  • 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:

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

  • Jessie - Community Manager

    Hi Jennifer!

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

  • 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.

  • Mariliam

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

  • Jessie - Community Manager

    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!

  • Mariliam

    Hi Jessie, 

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


  • Jessie - Community Manager

    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!

  • Ashish Sharma

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

  • Nicole - Community Manager

    Hey Ashish - 

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

  • 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?

  • Sean Cusick

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


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