Support tip: How to structure the Zendesk email template to use custom HTML layouts for each of your Multiple Brands


  • Dave Dyson
    Zendesk Community Manager
    Hi Nicky,
    Thanks so much for posting this workaround! For visibility to our product team and to allow others to add their upvotes and comments, would you mind posting to our Feedback - Help Center (Guide) topic, using this template? Your workaround would be very useful, so our team can see the level of work required to get around the current product limitations. Thanks!
  • Chris Gregory

    Andrew Soderberg

    Thanks for all of this documentation. We are excited by the idea and have a proof of concept in place but there is one complication holding us up:

    In our instance we have one department based brand that works with several of our brand brands. Is there a way to create a sub when statement that looks at the group of the ticket?


    {% when 'This email is a service from Brand.' %}

             {% when 'This email is a service from Group.' %}


            {% else %}


    {% when 'This email is a service from Brand.' %}


  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Chris! I'm not Andrew and definitely not an expert in liquid markup, but I took a look at their documentation and you may be able to do this in a slightly different way. Instead of nesting the `when`, you could use multiple conditions for your `when` to accomplish this. For example:

    {% when 'email from brand one' and 'email from group 1' %}


    {% when 'email from brand one' %}


    Let me know if this works for you!

  • Regit San Pedro

    Hi there,

    Were currently working on our email template for two brands.
    We worked on the code and when we tested it (using, it was all good. But when we tried to paste it on the "email template" section on the Admin Center and used a test ticket everything gets messed up. I don't know why. 

    The first photo is what it should look like. The second one is what we got.

    Please help.





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