Multibrand - Display the appropriate forms on the correct Help Center (Enterprise)

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  • Peter Griffith

    This works great but I have found that there is still one problem with the drop down. Thanks to this article, my Brands only shows the ticket forms that are relevant. However, when a customer is asked which form they want to use, they see "Please choose your COMPANY product below". That COMPANY field is the same for all brands, i.e. what seems to be the default brand name.

  • Jake Bantz

    Hi Peter,

    Glad to hear you were able to make use of this!

    The text you are referencing is actually set on your Ticket Forms panel under Admin > Manage > Ticket Forms. You'll find a box on the right side where you can enter instructions when multiple forms are available. You may want to enter something more general in the box that doesn't identify the company. Maybe just "Please choose your product below."

    Hope that points you in the right direction.

  • Hampus Malmström


    This works fine for the desktop version of the Help Center, but when using the mobile version, all forms are shown. Is there anyway to do the same for the mobile version?

    Ps. And when will we see a responsive default theme? :)

  • Jake Bantz

    Hi all,

    I've gotten some feedback from some people that the code above is not removing form options in some situations. I'm still investigating the scope of this issue, but in the meantime, you can make the following updates:

    Help Center Form Update

    You will want to remove the lines I have highlighted with the red boxes and change the remaining .one to .on like this:

    //remove the options from the dropdown selector
    $('#request_issue_type_select option[value="12775"]').remove();
    $('#request_issue_type_select option[value="31495"]').remove();
    //remove the options from the nesty-input after it's been created. 
    $('.nesty-panel').on('DOMNodeInserted', function(e){

    @Hampus if you are using the default mobile template on your Help Center, this code will not work as the CSS and Javascript for your desktop site will not operate in the mobile template. If you would like to get a head start on making your Help Center responsive, you can have a look at this article.

    Please know that making Help Center responsive is something that is on our radar, but I don't have an ETA at the moment..

  • Kyle Petsch

    Jake thanks for this information. Just to confirm, I had to use your modified version above to make this work in our Help Center.

  • Carl Giardina

    Jake, this is awesome!! It took me more time to read this post than it did to implement the change.. fantastic!

    Do you know if there is a solution available for mobile users?

    Either way, this helps tremendously.. thanks!

  • Jake Bantz

    Hi Carl,

    Glad you were able to put this to use!

    The default mobile template cannot be manipulated in this manner. You could certainly disable the default mobile template and make your Help Center responsive. We discuss creating a mobile layout in this article which can hopefully get you started.

  • Ben Chapman

    This works, except when a user, while on the form page, goes to login.. the result is the page refreshes to the default "/hc/en-us/requests/new", which.. if you've eliminated the drop-down, just show a blank page.

  • Jake Bantz

    Hi all,

    I updated the article with the code mentioned in my comment above, and we added a Curlybars friendly method on how to change your 'Submit a request' link if you only want to show one form.

    @Ben -

    Thanks for bringing this up! I hadn't come across that scenario in my testing.

    There are a couple of ways you could approach this. You could leave the dropdown on the request page, but remove the other form options like what is shown in the first example above. Alternatively, you could use a small piece of Javascript to redirect anyone who ends up at the /requests/new page like this:

    if (window.location.href== "https://[your subdomain]") {
       window.location.href = 'https://[your subdomain]'; 

    I will be sure to let you know if I come up with any other workflow suggestions.

  • Ben Chapman

    Hey Jake,

    okay.. new problem i just realized.... I needed to make my HelpCenter responsive and the bootstrap css and js is over-riding the .js customization i added above.

    any advice on overcoming this?

    Let me know,



  • Duke Oliver

    Hi Jake, This is great! It allows me to have a subtle "report a site issue" form in my company's footer, but not have it appear among our important ticket forms in the "submit a request" dropdown.

    I'm having a small issue though. When I use your code from Option 1 above, the forms that I hide aren't given the correct 'Ticket Form' option in the agent interface 'Views'. They're instead appended whatever the default ticket form is in Manage > Ticket Forms.

    As an example of my environment, my default active form is nicknamed 'Question,' and appears as the first entry in our submit-a-request dropdown. My hidden form with your code is nicknamed 'Report Site Issue.' I set up a trigger to automatically assign the tickets made via the hidden form to me, with the following condition: [Ticket:form] [Is] [Report Site Issue ]. when I use your code though, the trigger doesn't work because forms submitted by the end-user as 'Report a Site Issue' appear as the default 'Question' in the agent interface.

    Here are some images:

    1) The form itself, viewed by the end-user

    2) the agent interface 'Views'


  • Jake Bantz

    Hi Duke,

    I don't believe this is a bug. Could you try using .hide in place of the .remove function in the Javascript? When we are using the remove, it's completely wiping out that value, but I feel in your case, it may be worth just hiding it.

    Let me know if that helps.

  • Duke Oliver

    Hi Jake,

    with some fiddling it seems to have worked! If both .removes are replaced with .hide, it will cause every item in the nesty-input to disappear. But if I replace only the first .remove with .hide, it works fine:

    Thank you for the speedy reply!

  • Charles Magnuson
    Correct me if I'm wrong, but as far as I can see these tricks only apply to the user-facing side of ticket forms. Agents who are part of a multi-brand Zendesk are still stuck with a huge list of ticket forms instead of only the ticket forms that apply to the brand they are a part of. Is there any way to make these tricks work for the agent-facing end of ticket forms?
  • Jessie Schutz
    Zendesk team member

    Hi Charles!

    You are correct, this method will only impact the customer-facing element in Help Center.

    There isn't a native functionality in Zendesk that would accomplish the same thing in the agent interface, but it might be possible to do it with a custom app. You can find out more about creating apps here:

    It's also possible that someone else in the Community has done something similar and may be able to help!

  • Jamie P

    This is just what I was looking for.


  • Jake Bantz

    Hi Everyone!

    If you haven't seen it, you can now natively select brands for each of your ticket forms rather than having to use the workaround in this article. If you want to learn more, go check out this article:

  • Karen Stephen

    I know that there is now native functionality to selectively show forms in multi-brand situations.  I have some forms, though, that I don't want to show in any Help Centre.  Specifically, I have forms that are used in web-widgets only and which I don't want to show in the list in the Help Centres.  

    Can I still use the hide functionality described in this thread?

  • Jake Bantz

    Hi Karen,

    That would be a legitimate use case here since we don't have the native ability to select between Web Widget and Help Center for a specific form. Feel free to give the code above a try. Hope it works out well for you!

  • Nicole S.
    Zendesk Community Team

    Hey Karen - 

    I asked a few folks on our support team, and you should be able to use the functionality outlined in the article to accomplish what you're looking for - just apply the Java Scrpit to each Help Center. Give it a go and let us know if any questions or stumbling blocks show up. 

  • Lila Kingsley

    Jake Bantz Nicole S.:  Similar to Karen I have had to create 2 ticket forms to support the web widget--I want one to display for the help center new request page, and the other one in the web widget. We're set on the web widget, but, the help center new request page (..../hc/en-us/requests/new) displays a drop down  "Please choose your issue below" asking the end user to choose between the 2 forms.  

    Looking at the article it appears I should use the "Displaying one form per brand" steps along with the steps to suppress the drop down...but the Help Center configuration seems to have changed from when this article was written/last updated.  The submit a request link is not in the header template as stated in the instructions but in the article template.  And, it appears differently now at least for me:  it uses the <div class="article-more-questions"> and {{request_callout}} helper.

    Can you please clarify the steps now?

    We also point to the new request page in the footer but that's a URL so I know I can update that to go to the desired form id :)


  • Jake Bantz

    Hi Lila Kingsley! I hope you're well.

    The workflow I would suggest would be to use the methods above to remove the unwanted option from the dropdown on the new request page, and then try to route all requests to the specific ticket form you want to be used for the Help Center.

    Depending on the theme you are using, the submit a request link could appear in any template. I reviewed a recent version of the Copenhagen (default) theme in my test account, and I do see "{{link 'new_request' class='submit-a-request'}}" in that template. If the request form link has been moved or added elsewhere in your theme, you would want to replace any of those references with a link like I describe below (adding or removing text as you see fit) so that your end-users are directed to the specific form you want them to use.

    When interacting with the request callout on the article page, you will want to replace it with something like this (make sure to replace with your ticket form id):

    <div class="article-more-questions">
    Have more questions? <a href="{{page_path 'new_request' ticket_form_id='17369'}}">{{t 'submit_a_request'}}</a>

    If you need to localize the "Have more questions?" you could implement some dynamic content for that string, but unfortunately the request_callout cannot be be pointed at a specific form, so we have to code this a little more manually like my example here.

    I hope this helps!

  • Lila Kingsley

    Thank you so much Jake Bantz, it most certainly does!  And my apologies, we use a Lotus Themes design so they must have modified things from the Copenhagen design.


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