Creating a help center for one of your Support brands

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17 Comments

  • 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 Care

    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 Care

    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 Care

    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 Care

    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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  • Joseph Mabolo

    Hello, my company will be launching a new version of our software. We'd like to create secondary "brand" to represent the new version and create a help center specific to that design. We would also like to keep the Legacy help center articles available to those who have not been upgraded due to a phased rollout. Is there a recommended practice to allow those who have the 2.0 upgrade to see only the relevant articles?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Jay,
     
    User Segments would be a great way to do this -- for example, you could create user segments for each version of software, based on a tag that you apply to your end-users, then set access restrictions on your version-specific help center articles based on those user segments: Creating user segments for Guide user permissions
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  • Andrew Mantle

    Hi

    We are currently in the process of setting up our main support guide. We have certain customers that want white-labeled support so we will need to use the brand option to do this for them. With this in mind are you saying that we have to create a brand new guide with all the content again for each one of our brands that needs this setup? 

     

    Cheers

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  • Charles Gresula
    Zendesk Customer Care

    Hi Andrew Mantle,

    If the content of the Help Center (Guide) for your customers with white-labeled support is the same as your original one, there are options on how you can copy content over to a different help center provided in this article: How can I copy my content from one help center to another?

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  • Cassie Hall

    I've added an additional brand but do not see the Help Center option under Host Mapping. What do I need to do to access this?

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Cassie, 

    I can see that a colleague is currently working on your support request. Rest assured that we'll do our best help you on this issue. 
     
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  • Rebecca Katz

    Hey, we have two brands and we want each one to have different end user authentication requirements - one with external authentication and one with social login (google auth). In the admin settings I don't see a way to differentiate this by brand, is this possible??

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  • Anne Ronalter
    Hello Rebecca,

    Unfortunately, at the moment there is no option to restrict SSO to different brands. SSO settings will apply to the entire account.

    You can find out more about the setup in our article Enabling social and business single sign-on (SSO):
    https://support.zendesk.com/hc/en-us/articles/4408885847962-Enabling-social-and-business-single-sign-on-SSO- 

    There you can also see the reply from one of my colleagues in regards to this question in the comments.
     
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