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Creating a Help Center for one of your brands (Enterprise)

Jennifer Rowe
  • Edited
Zendesk Documentation Team

enterprise plan

all plans

Note: This feature has the following plan restrictions:
  • Support Enterprise and Guide Lite or Professional: Five brands, one Help Center
  • Support Enterprise and Guide Enterprise: Five brands, five Help Centers
  • Support Enterprise with Multibrand add-on and any Guide plan: 300 brands, 300 Help Centers
If you have added multiple brands, you can create one or more Help Centers, depending on your Support and Guide plans. A brand's Help Center is completely separate from any other brand's Help Center, if you have multiple. End users who visit the Help Center for a specific brand see tickets for only that brand.

If you're using ticket forms, all ticket forms will be available in all of your Help Centers, if you have multiple.

This article contains the following sections:

Adding a Help Center for a brand

You can create one or more Help Centers for multibrand, depending on your plan types:
  • Support Enterprise and Guide Lite or Professional: Five brands, one Help Center
  • Support Enterprise and Guide Enterprise: Five brands, five Help Centers
  • Support Enterprise with Multibrand add-on and any Guide plan: 300 brands, 300 Help Centers

To add a Help Center for a brand

  1. Click the Admin icon () in the sidebar, then select Manage > Brands.
  2. If you haven't already done so, click Add brand to add your brand (see Adding multiple brands).
  3. On the Brands management page, click the menu icon beside the brand you want to set up a Help Center for, then select Edit.
  4. Under Help Center, click Create.

  5. Click Create yours today.
  6. Select a theme or click Skip for now.

    When finished, you'll see confirmation that your new Help Center has been created.

To access a branded Help Center, see Viewing a Help Center for one of your brands.

Understanding user authentication with multiple Help Centers

When you have multiple Help Centers to support multiple brands, you cannot restirct users to a specific Help Center. All of your Help Centers are accessible to all of your end-users. If you are using remote authentication or SSO, each Help Center will redirect users to the same single sign-in protocol and database. This is because users belong to the account, not to a specific brand.

When users receive a welcome email, password reset email, or identity verification email, it will include a list of all of your Help Centers. This ensures that users understand that any changes to their account affect their access to these multiple Help Centers.

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38 Comments

  • Mary Paez
    • Edited

    Hi Nicole,

    We have a use case and I want to see how Brands can help us.

    We have a new product X to be added along with all our other products A, B, C

    We need to restrict the tickets, KB articles, and community posts for Product X to Product X users only.  We do not want users who have access to products A, B, and C to see Product X content and vice versa.

    We also, need to direct these SiteVault users to the SiteVault brand help center/community/ticketing site and not see the other site.

    Will brands allow us to accomplish that?  It says above we cannot restrict users to a specific Help Center.  So, the question is, how CAN we do that?  How have other ZD customers accomplished this?

    0
  • Sushant Awalekar
    Community Moderator

    Hello Mary,


    you can have look at Jessie's comment here for the similar use case also the same thread has some use cases as well that might help you.


    Stay safe

    Sushant

    0
  • Mary Paez

    What I need to specifically know is the following:

    1. Can this 2nd Help center be restricted to just a particular group of users?

    2. How do we differentiate these users from users in the 1st Help Center?

    3. Can the 2nd Help center have its own Community? (separate from 1st Help Center)

    4. How do we keep the 2nd Help center users from logging into the 1st Help center?  In other words, if the 2nd set of users has a login account for the 2nd Help Center, does this account only work on the 2nd Help Center or does it work on both Help Centers?

    This is a customer-facing Help Center.

    0
  • Sushant Awalekar
    • Edited
    Community Moderator

    Hello Mary,

    Here are the answers to your questions

    1. Can this 2nd Help center be restricted to just a particular group of users?
      No

    2. How do we differentiate these users from users in the 1st Help Center?
      Users do not have brand value. They belong to the account, not a brand. You cannot segment users by brand.

    3. Can the 2nd Help center have its own Community? (separate from 1st Help Center)
      yes 

    4. How do we keep the 2nd Help center users from logging into the 1st Help center?  In other words, if the 2nd set of users has a login account for the 2nd Help Center, does this account only work on the 2nd Help Center or does it work on both Help Centers?

      Its works on both the help centers since user are considered at the account level so 2nd Help center users can log in to 1st Help center


    Hope this helps!

    Sushant

     

     

    0
  • Aleksey Kislov

    Hi,

    How can I select another brand when developing a Help Center theme with ZAT?

    0
  • Bryan - Community Manager
    Zendesk Developer Support

    Hello Aleksey Kislov -- when zat theme preview is run, one of the prompts is your instance's subdomain.

    To preview under a different brand, stop the zat server in your terminal window (ctrl+c) and restart, providing the different subdomain/brand.

    It also seems to work by just changing the brand/subdomain in the "start" URL given:

    1. If https://your_subdomain.zendesk.com/hc/admin/local_preview/start

    2. Open up new tab and use https://your_other_subdomain_brand.zendesk.com/hc/admin/local_preview/start

    But does that get you what you want? Is there something else that you're interested in doing that the above doesn't accomplish?

    0
  • Ben Wilks

    Hi, we want to add a help/resource centre to our website but does this have to be hosted on a subdomain? i only want to use Zendesk if we can integrate into our current website without the need to create a subdomain. Thanks

    0
  • Nicole S.
    Zendesk Community Team

    Hi Ben -

    Host mapping may be a solution that would work for you.

    0

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