Using the email template with multiple brands (Enterprise)

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36 Comments

  • Rafael Marquez Montes
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    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
    Comment actions Permalink

    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.

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  • Jan
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    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

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  • Bob Novak
    Comment actions Permalink

    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.

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  • Jennifer
    Comment actions Permalink

    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.

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  • Jessie Schutz
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    Hi Jennifer!

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

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  • Elisabeth Foster
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    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
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    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
    Comment actions Permalink

    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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  • Mariliam
    Comment actions Permalink

    Hi Jessie, 

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

    Thanks!

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  • Jessie Schutz
    Comment actions Permalink

    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
    Comment actions Permalink

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

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  • Nicole - Community Manager
    Comment actions Permalink

    Hey Ashish - 

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

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  • Zac Fullerton
    Comment actions Permalink

    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
    Comment actions Permalink

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

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  • David
    Comment actions Permalink

    Any updates on this?

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  • Nicole - Community Manager
    Comment actions Permalink

    Hi David -

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

    -1
  • David
    Comment actions Permalink

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

    3
  • Jan
    Comment actions Permalink

    @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
    Comment actions Permalink

    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
    Comment actions Permalink

    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
    Comment actions Permalink

    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

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  • Brett - Community Manager
    Comment actions Permalink

    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 :

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  • Lisa S
    Comment actions Permalink

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

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  • Brett - Community Manager
    Comment actions Permalink

    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 :)

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  • Luiza Gusmão
    Comment actions Permalink

    Hi all, 

    I found a solution that enables us to use different html templates for different brands. In my case, the brands are completely separate with different colours, fonts and formatting. 

    The system placeholder {{footer}} actually returns the name of the brand used therefore, this is the variable we used to set up the brands, see logic below: 

    {% case footer %}

      {% when 'This email is a service from BrandA.' %}

    ...... add your html template here.... 

    {% when 'This email is a service from BrandB.' %}

    ...... add your html template here.... 

     

    Bear in mind that we should only use one {{content}} and {{delimiter}} placeholder in the whole layout (otherwise it will not work). So in my case we broke down the template in three different parts to fit this constrain. 

     

    Hope this helps! 

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  • Andrew Soderberg
    Comment actions Permalink

    @Luiza 

    You reference breaking down the template into three different parts, what {% case value %} did you use for each of the three parts? Or did you just re-use {% case footer %} three times? If you could provide the structure outline of your template that would be extremely helpful. We are trying to do the same, as we have completely different layout styles for our different brands.

    I've been having to load most all the email template logic into the all our triggers' email body regions because I could not find a way to get the main email template itself to know which brand was in use.

    Edit: THIS IS SOLVED! See the next comment or the article linked below that.

     

     

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  • Andrew Soderberg
    Comment actions Permalink

    This is a followup on Luiza Gusmão's tip on email templates for different brands

    Here is how to structure the one email template that Zendesk provides in order to support multiple brands so that the emails sent out are all unique to each brand (colors, logos, fonts, formatting, etc.).

    As Luiza stated, the system placeholder {{footer}} (which is part of the default email template) returns a text based sentence that contains the name of the Brand as defined in the Admin > Manage > Brands page. 

    This sentence will be as follows:

    This email is a service from [YOUR BRAND NAME].

    Where [YOUR BRAND NAME] is from each Brand's 'Brand Name*' text field. 

    With Liquid markup we can trigger off the value of {{footer}} to change the email template to match what you want for each of your brands. After much trial and error testing, here is the outline to follow to create an email template for any number of brands. Note I do not know the max size of HTML you can load into the Zendesk email template, but mine is already at 52KB and it works.

    Instructions for the email template outlined below:

    Replace all example [html/text] with your actual HTML and or text for that object.

    The {{placeholder}} and {% code %} blocks remain where they are.

    Anything after <!--- are my comments which should not be used in your template -->.

    <!-- START Template -->

    [HTML Header and beginning Body code]

    {{delimiter}}

    {% case footer %}

    {% when 'This email is a service from [YOUR BRAND NAME A].' %}  
    <!--- what is missing in Luiza's example is the '.' right before the closing single quote mark. Without that you won't get a match. -->

    [HTML Body Brand A specific intro code - e.g. logo]

    {% when 'This email is a service from [YOUR BRAND NAME B].' %}

    [HTML Body Brand B specific intro code - e.g. logo]

    <!--- Repeat the {% when...} and [HTML] pairs for each additional brand you have. -->

    {% else %}

    [HTML Body generic intro (for agents)]  
    <!--- While this is optional, it does make the agent notification emails from your triggers look correct with header and footers. If you choose to omit this, also remove the {% else %} line above it. -->

    {% endcase %}

    {{content}}

    {% case footer %}

    {% when 'This email is a service from [YOUR BRAND A].' %}

    [HTML Body Brand A specific footer code, including closing </html>]  
    <!--- This HTML block can also contain the actual {{footer}} placeholder. -->

    {% when 'This email is a service from [YOUR BRAND B].' %}

    [HTML Body Brand B specific footer code, including closing </html>] 
     <!--- This HTML block can also contain the actual {{footer}} placeholder. -->

    <!--- Repeat the {% when...} and [HTML] pairs for each additional brand you have. -->

    {% else %}

    [HTML Body generic footer code, including closing </html>]  
    <--- I recommend you definitely include the {{footer}} placeholder in here as it provides additional ticket info for agents. Again this section is optional, if you remove it, also delete the {% else %} line above. -->

    {% endcase %} <--- This is the last line of your email template. -->

    <!-- END Template -->

    The emails that are sent to CC users (as defined in Admin > Settings > Tickets > CCs) will use the HTML of the brand that is in force.

    Note that emails that are sent to Full Agents, Light Agents, and Groups are not styled to each brand that you have. Agent emails will have a common look across all brands, as those emails use the HTML setup in the {% else %} sections of the template.

    If you choose to not include the generic HTML in the {% else %} sections then your emails that are sent to agents will only contain what is in the {content} block from the Triggers.

    So to help identify which of the brands these emails belong to that are sent to agents/groups, you have to do it in the Triggers. I add the following to the Triggers that are sent to agents/groups to solve this issue:

    Email subject: [{{ticket.brand.name}}]

    Email body: <strong style="font-size: 18px;">{{ticket.brand.name}}</strong>

    You don't have to do this for the Triggers that send emails to your users, as your code in the email template can do that.

    Assumption: My example of the email template above assumes that you can get your HTML <head> section loaded to support all your brands. If this is not the case, then you can do the same for that HTML block as you do for the other sections. Example:

    <!-- START Template -->

    {% case footer %}

    {% when 'This email is a service from [YOUR BRAND NAME A].' %} 

    [HTML Header and beginning Body code for Brand A]

    {% when 'This email is a service from [YOUR BRAND NAME B].’ %} 

    [HTML Header and beginning Body code for Brand B]

    {% else %}

    [HTML Header and beginning body generic code]

    {% endcase %}

    {{delimiter}}

    Recommendations: To be fully compatible for desktop browsers, mobile browsers, and especially Microsoft Outlook for Windows/Office 365, you may need to fully test your HTML email template to be sure it renders the way you want before you carve it up into the sections for the Zendesk email template. 

    To render structured emails correctly, mobile browsers (iPhones, iPads, and all Android phones and tablets) will need a HTML template that is based upon CSS or a flexible CSS framework.

    Warning: Microsoft Outlook for Windows/Office 365 has it's own demons that can cause major headaches (especially if you use any <table> base HTML in your template). The simpler you can make the template (and still meet your desired layout and look) is your best approach. Interestingly Microsoft Outlook for Mac does not have the HTML <table> rendering issues that the Windows version has.

    Best Practice: Of course your HTML email template should absolutely be accessible (WCAG 2.1 standards compliant).

    Happy Email Template building!

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  • Nicole - Community Manager
    Comment actions Permalink

    Hey Andrew -

    Thanks for sharing all of this great info! Would you be willing to re-post this in the community in our User Tips topic so that it will show up in search?

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  • Andrew Soderberg
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    @ Nicole. Thanks, I have done just that! 

    Here is the link to a more detailed article on this topic in the Support - User Tips & Tricks section:

    EDIT: I made some edits so the article linked below is back 'Pending approval'. The detailed comment above has all the essentials of the article.

    How to structure the Zendesk email template to use custom HTML layouts for each of your Multiple Brands

     

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