Setting up multiple brands

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  • Fernando Mendes


    I hope you can help me here please!

    I have Brand A, B and C.

    1. If I create a new ticket (on +Add new ticket) and even using a macro that sets the correct brand, for instance, A (this is also happening without selecting any macro).

    2. The customer receives the e-mail with the and if the customer replies, this reply is received again on brand A

    3. Any reply with brand A is going with the correct format and help e-mail address.

    4. Also I notice that when I create new tickets (on +Add new ticket) in the ticket field it shows "from Zendesk Support" where any other email shows as "Via" for example.


    I tried to be as clear as possible and I do hope someone could help me here.




  • Ekaterina Sumolaynina
    Zendesk Customer Care

    Hi Fernando,

    I created separate ticket for our Support team to investigate your particular issue, please check your email.

  • Marisa Potgieter

    Hi there, is it possible to have multiple brands (support centers) all pointing to one one help center (guide) section? Thus if a user submits a ticket, it would be routed to the relevant help center, but they will all access and view the same articles from one central guide?

  • Holly
    Zendesk Customer Care

    Hi Marisa,

    Great question — right now there is not a way to have one Guide section referenced by two different brands natively, unfortunately. We recommend creating the section in each Help Center and copying your content over to make sure it can be everywhere it needs to be. 

    Let us know if any other questions come up!

  • Krista Zaloudek

    There is a note containing an article with a broken link. I'd love to read the article to learn more as we have a multibrand instance and hope to have separate chat agents for each.

    Note: Currently, live chat does not support multiple brands (see Multibranding Zendesk Chat for a possible option).

  • Aimee Spanier
    Zendesk Documentation Team

    Hi, Krista. The Multibranding Zendesk Chat article is currently unavailable because it is outdated and in need of an overhaul. It's on the docs radar, but we haven't had the bandwidth yet to make the necessary updates. I'll see if I can bump it up the priority list, though. Sorry for the inconvenience!

  • Perla Rimmerman

    Hi, I'm trying to understand how this feature should work. Let's say we have 3 brands:

    If I create a new outbound ticket, and select Brand B or Brand C, I expect the email to be sent from or However, the email is sent from

    I submitted a ticket to ZD support and they tell me this is a feature and not a bug.  They also redirected me to an app where I can select the "from" email. However, I can't find any documentation that explains this failure anywhere in the docs relating to multibranding. 

    As it is, brands appear to be merely decorative for the intended purpose since the email recipient is being contacted by someone they're not expecting. I would personally think it's a scam if someone other than emailed me wanting to discuss a payment issue I had on a purchase to

    Can you please clarify if this bug is the intended behavior?



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