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Edit brand settings to manage multiple brands, change default and agent brands, and require brand selection for tickets. Customize brand memberships to control team access to tickets. Ensure SSL is active for each brand to avoid issues. These settings help streamline support operations and maintain organized brand management.

If you have created multiple brands, your brands appear alphabetically on the Brands page, except for the default brand, which always appears last. You cannot reorder your brands on this page.

You can edit your existing brands and brand settings as needed. You can also change your default brand and your agent brand if necessary.

The default brand is associated with your default help center and is applied when a specific brand is not indicated. The agent brand is the brand that agents are routed to when they sign in to Zendesk. The default and agent brands are typically the same but can be different.

Note: If you see a warning icon () beside one of your brands, SSL is not working for that brand. To fix it, click the icon, then click Edit SSL settings.

For information about deactivating and deleting brands, see Deactivating and deleting brands. For a list of other resources, see Multibrand resources.

This article contains the following sections:
  • Editing a brand
  • Changing your default brand
  • Changing your agent brand
  • Requiring a brand selection before saving tickets
  • Editing brand membership settings (Enterprise plans only)

Editing a brand

You can edit your existing brands, including brand settings. Customers on Enterprise plans and above can also edit brand memberships.

Adding or removing team members from a brand impacts their access to tickets. For more information, see Restricting agent ticket access by brand.

To edit a brand
  1. In Admin Center, click Account in the sidebar, then select Brand management > Brands.
  2. 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.

  3. Make changes to the fields as needed.
  4. Click Save changes.

To edit brand members (Enterprise plans and above)

  1. In Admin Center, click Account in the sidebar, then select Brand management > Brands.
  2. Click the brand name in the list.

    The Who has access page displays.

  3. Click Manage brand membership.
  4. Select the team members to add or remove from the brand, then click the Manage brand membership link at the bottom of the page.
  5. Select the brands from which to add or remove team members, then click Save.

Changing your default brand

The default brand is the brand associated with your default help center and is applied when a specific brand is not indicated.

The default brand is identified as (Default) on your brands list. You must be an admin to change the default brand. The default brand cannot be deleted or deactivated unless it is replaced as the default brand.

The default brand is retained if you downgrade to a single-brand plan, unless the agent brand differs from the default brand. In that case the agent brand is retained.

To change your default brand

  1. In Admin Center, click Account in the sidebar, then select Brand management > Brands.
  2. Click the menu icon beside the brand, then select Set as 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. 

Changing your agent brand

The agent brand is the brand to which agents are routed when they sign in to Zendesk. This is also known as the agent route. The agent brand is the same as the default brand unless you change it.

When agents sign in to Zendesk, they are routed to the agent brand, regardless of their brand membership.

The agent brand is identified as Agent route on your brands list if it differs from your default brand. Otherwise, the agent brand is the same as your default brand. The agent brand is the brand retained if you downgrade to a single-brand plan.

Only the account owner can change the agent brand. The agent brand cannot be deleted or deactivated unless it is no longer associated with any agents.

To change your agent brand

  1. In Admin Center, click Account in the sidebar, then select Appearance > Branding.
  2. In the Subdomain section, use the Brands menu drop-down to select your agent brand.

    The drop-down menu is only visible to the account owner.

  3. Click Save.

Requiring a brand selection before saving tickets

Agents can select a brand when creating or editing a ticket, but are not required to do so by default. Admins can require a brand selection to prevent tickets from being saved without a brand. Requiring a brand is recommended if you restrict agent access to tickets by brand, as agents can only access tickets within their assigned brands.

To a require brand selection before saving tickets

  1. In Admin Center, click Account in the sidebar, then select Brand management > Brands.
  2. Click Manage settings.
  3. Select Require brand selection before saving tickets.
  4. Click Save.

Editing brand membership settings (Enterprise plans only)

Customers on Enterprise plans and above with multiple brands can manage brand settings for new and upgraded team members.

By default, all brands are selected when adding a new team member, giving them access to tickets within those brands. If you want to restrict agent ticket access by brand, you can change this setting to have no brands selected, requiring manual brand assignments when adding team members.

Note: Team members can only view, search, and access tickets with their assigned brands. It's important to understand brand membership before changing this setting.

To edit brand membership settings for new team members

  1. In Admin Center, click Account in the sidebar, then select Brand management > Brands.
  2. Click Manage settings.
  3. Select options for Choose how new team members get assigned to brands and Choose how end users are assigned to brands when upgraded to team member.

    See Configuring brand membership settings for new team members for details.

  4. Click Save.

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