Brands appear in alphabetical order on the Brands page, except for the default brand, which always appears last. You cannot reorder your brands on this page.
Default brands can be managed by account owners and admins. They cannot be deleted or deactivated, unless they are replaced as the default brand.
Agent brands (also known as agent routes) can be managed only by account owners. They cannot be deleted or deactivated, unless they are no longer associated with any agents. For information on these brand types, see Understanding how Multibrand works in your account.
) beside one of your brands, SSL is not working for that brand. To fix it, click the icon, then click Edit SSL settings.This article describes how to manage existing brands after you've added them. For setup details, see Setting up multiple brands. For a list of resources, see Multibrand resources.
- Click the Admin icon (
) in the sidebar, then select Manage > Brands. - Click the menu icon beside the brand that you want to edit, then select Edit.
The brand expands to show all of the settings for that brand.
- Make changes to the fields, as needed.
- Click Save changes.
To change your default brand
- Click the Admin icon () in the sidebar, then select Manage > Brands.
- Click the menu icon beside the brand, then select Make default.
The brand moves to the top of your list of brands and is labeled as the default.
The default brand is applied to any tickets where brand is not selected. This includes tickets that come in via the API, shared tickets, and Chat tickets.
To change your agent brand
- Click the Admin icon () in the sidebar, then select Settings > Account.
- Click the Branding tab.
- In the Subdomain section, use the Brands menu drop-down to select your agent brand (also known as the agent route).
- Click Save tab.
In the list on the brand management page, the selected brand is labed as (agent).
To deactivate a brand
- Click the Admin icon () in the sidebar, then select Manage > Brands.
- Click the menu icon beside the brand, then select Deactivate.
The brand moves to the bottom of your list of brands. You can activate the brand again at any time.
When you deactivate a brand, end-users will not be able to submit tickets to that brand or visit the Help Center for that brand. Agents can still visit the Help Center for the deactivated brand.
To delete a brand
- Click the Admin icon () in the sidebar, then select Manage > Brands.
- Click the menu icon beside the brand, then select Delete.
The brand is removed from your list of brands.
When you delete a brand it cannot be recovered, and end-users and agents will not be able to submit tickets to that brand or visit the Help Center for that brand. Consider the following consequences:
- No new tickets will be created with this brand.
- All unclosed tickets will be reassigned to your default brand.
- No new contacts can be created for this brand.
- All support addresses in the domain will be deleted.
- Email sent to this brand's subdomain will be rejected.
- This brand's Help Center will be deleted, along with any content.
- You will continue to see this brand on existing tickets.
13 Comments
What happens with the tickets already created with a brand that is deleted?
They keep the deleted brand?
Is there any way I can merge 2 brands or change the brand of already created tickets in bulk to another brand before I delete it?
can someone answer this question please, because I have the same question^^^^^^^^^^
Hi Aron and Christopher, Sorry for the delay in responding to this question. You can only modify tickets that have not yet been moved to the closed state. Any closed tickets will keep their Brand affiliation. It is not possible at this time to merge Brands, though the API can be used to bulk edit tickets that are less than Closed. If you click Delete on any of your Brands then a popup warning will appear that lets you know what will happen if you choose to follow through on the action. Any desired behavior not listed there would be a Feature Request.
Let's say we have 5 brands (the maximum with Guide Enterprise and without the multi-brand add-on): A, B, C, D, and E. We decide to delete brand E and add brand F. Will we still be able to see Brand E on the closed tickets and would we be able to report on brand E?
Hi Sy,
If the ticket is in a closed status then the data within the ticket will be read-only. Therefore your brand field should still show Brand E once you deactivate that brand on any closed tickets.
Hope this helps!
Hi Team,
We are currently organizing ticket flow through the use of different brands. Is there a way to change the brand and group of a specific ticket without changing the states from "New" to "Open"?
Also, I have noticed when we attempt to move tickets from one brand to a new brand, new group and new assignee it usually does not work and the ticket immediately reverts back to the original brand and group.
I have searched through the support section and cannot find any answers related to this.
Thank you!
Hello Mark Muston,
What you described is possible is you utilize the trigger set up pictured below. Implementing a trigger that activates upon the creation of the ticket shouldn't impact the status from New to Open.
As for your second question, I would recommend creating a view of the tickets you are looking to move and bulk updating them. Also, if you are noticing the edits you are making bing reverted, I would ensure you don't have any triggers in place that would automatically revert the changes you re implementing.
Best regards.
Hey Devan, thank you so much for this, it was exactly what I needed!
One more question, I am trying to get an understanding of when to use Brand Vs. Group in regards to email based support and organizing tickets by requester type or problem type. I understand each Brand is linked to an intake email address, which is the main way in which it differs from Groups. However, do you have any suggested reading or comments on the ways we should be using Brand Vs. the ways we should be using Group?
Thank you
Mark Muston,
So it depends on what you are looking to report. If you want to report on which email customers are sending support tickets to, then it would be best to use Brand. Yet, if you are looking to report on which agent groups are doing the most work you would then want to utilize Groups.
Best regards.
is there a way to set up a redirection for a deleted brand?
Hi Mike,
One of our fantastic moderators posted an example of a redirect workaround here, I'm reposting it below.
Assuming a stock Copenhagen theme, you can add the following to the top of your scripts.js file:
jQuery(document).ready(function($) {$('div.article-body').each(function() {
if ($(this).children().length == 1) {
var p = $(this).children('p');
if (p.length == 1 && p.children('a').length == 1) {
location.href = p.children('a').attr('href');
}
}
});
});
It checks that there is only one line in the article containing a single link. If that's the case, the user is redirected to it.
If you replace the old article's content with f.e. "this article has moved", the user is redirected without you having to edit the scripts.js file again.
Hope that helps!
That does help for redirecting an article that still exists in Zendesk. But I want to move a help center off zendesk to another web server and reuse that help center for something different so all the whole help center will go away. Since I have used up all 5 of my brands and my company doesn't want to buy more brands.
Thank you Gail, I was just about to add the comment but it seems you beat me to it ;-)
Hi Mike,
For a deleted brand you can change the subdomain CNAME to point to the new web server. Then on that new web server you can handle the old links and redirect them to new URLs as you see fit.
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