Creating a help center for one of your Support brands

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47 Comments

  • Mary Paez

    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?

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  • 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

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  • 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.

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  • Sushant Awalekar
    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

     

     

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  • Aleksey Kislov

    Hi,

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

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  • Bryan - Community Manager
    Zendesk Developer Support Team

    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?

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  • 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

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  • Nicole Saunders
    Zendesk Community Team

    Hi Ben -

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

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  • Jacob Ross-Murphy

    Hi team,

    What's the reasoning behind: "When you have multiple Help Centers to support multiple brands, you cannot restrict users to a specific Help Center."

    Is this a technical limitation or a deliberate design decision? This would be a desired feature if we could add a restriction for users to certain Help Centers. Is this something that would be implemented? 

    P.S There's a typo with "restrict" in the copy I pasted here. 

     

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  • Michael Froeming
    Zendesk Customer Advocate

    Hi Jacob,

    This isn't in our immediate roadmap, but we highly encourage you to create a new post in the Guide Product Feedback topic: https://support.zendesk.com/hc/en-us/community/topics/360000029847-Product-Feedback-Guide in our community. This is to engage with other users who have similar needs and discuss possible workarounds.

    Furthermore, conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

    Best,

     

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  • Marisa Potgieter

    Hi there, is it possible to have multiple brands (support centres) all linking to one central help centre (guide)?

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  • Erik Lynch
    Zendesk Customer Advocate

    Hi Marisa,

    There isn't currently a setting within a given brand to select a help center that it should be linked to. For example, if you have two help centers and four brands, there isn't a setting that would allow you to link two of those brands to one help center, and the other two brands with the other help center.

    Could you describe a little more about your overall goal with that setup? How exactly do you want this brand linking to impact your workflows? Perhaps there may be other steps you could take to accomplish your goal besides linking additional brands to a single help center.

    For example, there's a related question in the Community post: Multi-brand and a single help center. As mentioned there, host mapping would be a way to edit the URLs of each help center so that they appear united under one brand. But, the help centers themselves are separate from one another. 

    Hopefully that helps!

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  • Lisa Mounteer

    Is there a way to show specific articles in search from one brand in another brand's help center when you use multiple help centers?

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  • Jason Schaeffer
    Zendesk Customer Advocate

    Hi Lisa,

    Yes you can definitely enable search across multiple Help Centers. Please see the below article which will provide instructions on how you can get that setup.

    https://support.zendesk.com/hc/en-us/articles/360035556454-Enabling-search-across-multiple-help-centers

    Hope that helps!

    Jason Schaeffer | Customer Advocate |

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  • Lisa Mounteer

    Thank you Jason. I need to know if you can specify which articles will appear from other brands' help centers in a specific help center.

    For example, I only want Article A, Article B, and Article C from Brand C to show up in the search results for Brand A.

    Is this possible?

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  • Jason Schaeffer
    Zendesk Customer Advocate

    Hi Lisa,

    Unfortunately at this time that level of granularity is not possible, it is an all or nothing setting at the moment where if it is enabled you cannot restrict which article would appear within a search by Help Center. I am happy to mark that as product feedback on your behalf as that is something I can see being useful. Apologies I did not have better news!

    Thank you,

    Jason Schaeffer | Customer Advocate |

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  • NICK SANSOME

    can anyone help me - we are a group and so i have enabled multiband for our group business and an external client. They all have their own url for the brand. When i open their individual "guide" areas i don't know how to add their logos / branding etc. Any ideas why i cant edit their branding?

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