Using the email template with 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'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!

  • 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. 

  • 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!

  • Marco 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!

  • 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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