Creating a help center for one of your Support brands

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9 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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