Using the email template with multiple brands (Professional Add-on and Enterprise) Follow

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If you've set up your Zendesk to support multiple brands, you might want to ensure that proper branding is included in all of your outgoing messages. That might mean the voice of any statements made, different contact information or brand names, or different logos, colors, and other styling.

First, you need to remove any branded information from your email template, because you get only one email template per account. Next, use triggers to create specially branded notifications.

Removing branded content from your email templates

Your email template is the skeleton of every email sent by your Zendesk to your customers. It's the structure used to determine where the major parts of each notification are located. The default Zendesk email template doesn't show any of your brand's information, so if you want to be sure you aren't putting any branded info in notifications, you can always revert to the default template.

However, you can also add content to it. Some Zendesk accounts have created custom footers, added logos, or provided helpful text. This is obviously an advantage of an email template. But, if you are supporting multiple brands, you shouldn't put brand-specific information in the template, because that email template is applied to all messages, regardless of brand.

There are a few things to think about if you've set up an additional brand. Take a glance at your email template to see if any of these apply to you:

  • Colors -- You should avoid any colors that are specific to one of your brands. The default template colors are all in gray, so they should be fairly neutral. 
  • The Footer -- Many people remove the Zendesk branded footer from the email template -- {{footer}}{{footer_link}} -- which is fine. However, if you've added your own footer, make sure it doesn't have brand names, phone numbers, or messaging that's inappropriate for some brands.

To edit your email templates, see Customizing your email templates.

Branding your emails using triggers

Even though your template can't be branded, you can use triggers to send different messages depending on the brand of the ticket. Triggers enable you to use conditions to create a fully branded suite of messages.

In this example, we'll set up a notify requester of comment update trigger and differentiate it for two brands.

To set up your branded triggers

  1. Click the Admin icon () in the sidebar, then select Business rules > Triggers.
  2. Find the Notify requester of comment update trigger, then click Edit.
  3. Add the condition [Brand] [Is] [Acme], then click Save.



  4. Hover your mouse over the trigger you just modified, then click Clone.
  5. Change your cloned trigger so that the brand condition matches your second brand, in this case Brand-X, then click Save.
    At this point you have two functional triggers with nothing different about them. From here you can differentiate the brands.
  6. Edit the Notify trigger action in your new trigger and update the message with whatever needs to be changed for your brand.

For example, this is the message that Acme sends to customers when they receive a notification of an updated ticket:

An update was made to your ticket by one of our Acme support reps. You can reply to this email if you need more information or reach during business hours by phone at +1-888-123-4567.

To support Brand-X, you can update the phone number and brand name to create an alternate version:

An update was made to your ticket by one of our Brand-X support reps. You can reply to this email if you need more information or reach during business hours by phone at +1-888-765-4321.

You can go a step further by adding logos using HTML. For example, Acme can add their corporate logo to their emails. Because they've created multiple triggers, they can now brand each one differently.



You can use HTML to do more than just add logos, too. With this method You can impart the correct voice, wording, information, and styles into each of your outgoing messages.

Fixing ticket links for multiple Help Centers

When you create multiple brands, you have the option to create multiple Help Centers. Each Help Center enables your customers access to the tickets they've opened and are CC'd on for that brand only. This means that each Help Center has its own unique branding, and, when viewing tickets, the branding and the ticket match.

One downside to this is it means that if a brand has no Help Center (an option you can choose if you prefer to do email only support for a brand) then email notifications with ticket links will be broken. 

You can use the process above to correct for this. If you choose to have one or more brands with a Help Center and one or more without a Help Center, you need to create separate triggers for these brands. Include the {{ticket.url}} placeholder in the former but not in the latter.

For example, here's a trigger for a brand with a Help Center.

 

And here's a trigger for a brand without a Help Center.

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Comments

  • 0

    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

  • 0

    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

    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

    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

    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.

    Edited by Jennifer
  • 0

    Hi Jennifer!

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

  • 1

    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.

  • 0

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

  • 0

    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!

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