Setting up multiple brands

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13 Comments

  • Fernando Mendes

    Team

    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 help@brandB.com 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 help@brandA.com" for example.

     

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

     

    Regards.

    Fernando

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  • Ekaterina Sumolaynina
    Zendesk Customer Care

    Hi Fernando,

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

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  • 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?

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  • 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!

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  • 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).

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  • 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!

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  • Perla

    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 billing@brandB.com or legal@brandC.com. However, the email is sent from help@brandA.com.

    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 billing@brandB.com emailed me wanting to discuss a payment issue I had on a purchase to brandB.com

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

     

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  • Ravindra Singh

    Suppose our company has domain company.com, and our production instance is company.zendesk.com, then can we add a brand for HR department as well, but the catch here is even they have same subdomain, so if we add brand then subdomain has to be unique, kindly let me know what to do?

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  • Sabra
    Zendesk Customer Care

    Hey Ravindra Singh! If you create a new brand, it must have its own unique subdomain. If you do not want to have a separate subdomain, then perhaps looking at separating tickets based on groups would work better for your workflow. You can check out the article, About organizations and groups, for more info about groups. 

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  • Evan Lewis

    My company is subscribed to Suite Professional. I have been able to successfully add a second brand in Account > Brand management.

    However, in Appearance > Branding, under Zendesk Support multibrand, it says, "Upgrading to the Support Enterprise plan enables you to manage five brands by linking your separately branded accounts to a central Zendesk account."

    My understanding is that multibrand support should be available with my Suite Professional subscription.

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  • Dane
    Zendesk Engineering
    @Evan,
     
    The message you are seeing is specifically for standalone Support plan. If you are using a Zendesk Suite: Plan, you can disregard it. Rest assured, you have access to five brands. I'll also mark this as a feedback for the UI improvement.
     

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  • Evan Lewis

    Dane

    Thank you for the prompt reply. I understand the messaging you posted above. The problem is that the logic in the Admin Center UI is wrong. I am locked out of a feature that the plan I am paying for supports.

    This is what I see in Admin Center (Account > Appearance > Branding):

    I am unable to manage multiple brands, even though I have ZSuite Professional.

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  • Dane
    Zendesk Engineering
    @Evan,
     
    You need to go to the Brand Management section to manage the brands. If you'll disregard the option "Zendesk Support multibrand" every other feature in your plan for multibrand is the same with an Enterprise Plan (aside from the number of brands of course).
     
    Please be reminded that for your agent's view, only one subdomain is available when they login. It can be setup in Account > Appearance > Branding > Subdomain. 
     

     
    To manage your brand's Help Center, you can go to Guide and select the brand on the top left. 
     

     
    If these options are not available on your end, feel free to contact us through Messaging and we'll help you out. 
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