Using the email template with multiple brands

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14 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'm sorry it took a while to get back to you. I created a ticket for your particular issue with out Support team - please check your email, so we could continue investigation. Thank you!

    0
  • Andrea Rodriguez (CD Baby)

    Hi there, 

    Was there a resolution to this? We are multibrand and this issue was brought to my attention just recently. It seems that regardless of macro settings, the owner of the ZD instance, say "Brand A", is the one that dominates the new tickets created. 

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  • Justin H
    Zendesk Customer Care

    Hey Andrea! 

    My humblest apologies for the delayed response. I will create a ticket for our Support team so that we can further investigate your issue. Be on the lookout for an email from us!

    0
  • m.diani

    Hi there,

    in the article Max write: 

    "You can go a step further by adding logos using HTML. For example, Acme can add their corporate logo to their emails. Because they've created multiple triggers, they can now brand each one differently."

    Actually through triggers it isn't possible to edit the template (HTML) of the email, so how should be done to be able to put different logos for multibrands?

    Thank you!

    3
  • Jason Wong

    I am looking to do the same, how and where would I edit this to add the img.  I tried do dynamic content but it just put in the img src url to the logo file.

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  • Jupete Manitas
    Zendesk Customer Care
    Hi Jason, thanks for writing! What it is suggesting is to add your own logo to your trigger description by using HTML but you may need to remove any branded information from your email template. You can have your own logo for each trigger.  We hope this clarifies!
     
     
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  • Jason Wong

    Hi,

    I spoke with one of the agents and my suggestion was in the above article to provide a sample of what that trigger should look like.  I was able to figure it out but inserting <img src=.... > to the trigger body that would display an image from an externally accessible url. 

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  • Jupete Manitas
    Zendesk Customer Care

    Hi Jason, we are glad to hear the update that you were able to figure it out. Unfortunately, we do not have documented samples for this one due to customization/coding is out of our scope of support. Thank you!

    0
  • Hannah Lucid

    Hi! Is there a way to hide a notification disclaimer from users outside of a specific email domain? (example: @google.com or @company.com)?

    We want to place a disclaimer for our internal employees, reminding them not to share the information with outside resources since our Support team is B2E support, but we don't want this to be visible to individuals outside our organization. Is this possible?

    0
  • Hiedi Kysther
    Zendesk Customer Care

    Hi Hannah,

    Could you expound more about the notification disclaimer you are pertaining to? Are you referring to Email notification agents receives? For example, "Notify group of assignment"? If yes, you can add the disclaimer to the email notification. 

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  • Hannah Lucid

    Hi Heidi,

     

    Thank you for this information. Unfortunately, this isn't what I meant.

    Our support teams support our internal employees, however, there may be exceptions where our support teams deal with outside sources. We want to put a disclaimer on our notifications that would only be visible or send when our support team is responding to someone within our organization. Is this possible?

    0
  • Hiedi Kysther
    Zendesk Customer Care

    Hi Hannah, 

    We may be able to find a workaround for that, but we'll need to review a few ticket samples. I'll create a ticket on your behalf so we can discuss this further. Please check your email for more information! 

    0
  • Automate My Store

    Hi Fernando Mendes, Andrea Rodriguez (CD Baby), m.diani, Jason Wong,

    since we also have multiple brands, we were dealing with the same issue.


    We created an app for us to solve this issue once and for all. If you want it too, check it out here: https://www.zendesk.com/marketplace/apps/support/261269/select-email-sender-address/

    Here are some features we integrated:
    Automatically use the correct email sender, depending on the agent's user group
    Restrict sender email based on user-agent group
    Warn the user when submitting a ticket with the default address, if the default address is not allowed for his group
    - Based on your sender address, specific Tags will automatically be added
    Search for the support address associated with your ticket
    - Easy & fast – you don't need to scroll through the Dropdown


    Feel free to try it for 30 days for free: https://www.zendesk.com/marketplace/apps/support/261269/select-email-sender-address/

    If you want to automatically apply the correct brand signature to all of your emails you can check out: 

     
    Let me know what you think or if you have any suggestions to improve it.
    0

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