Brands: Not Just for Customers
En avantBrands are normally thought of as a way to allow companies to offer customers ways to reach specific support teams; However, Brands can also be used to support your employees.
See Setting up multiple brands for details on configuring Brands.
For example, if you are looking to have employees submit tickets to specific internal teams, but you don't want them going through the process of manually generating tickets from the Agent view, you can setup a new Brand (with Help Center enabled). From there, you setup any necessary Fields, Forms, and Triggers (i.e. ticket routing rules), and ensure you have the "Agents can manage requests from Help Center" option enabled.
Example Use Case
You have your IT team (they support employees only) and your Customer Support team in the same instance, and want employees to submit tickets via the Help Center (Guide) portal.
Start by creating a new Brand that will be for your IT tickets to be submitted through. Once you create the Brand, you will need to enable the Help Center (Guide) portal, as this will allow individuals to submit tickets.
Once you have your Brand setup and the Help Center available, you will want to create your ticket Fields and Form/s that IT will need to support all employees. For your Form/s, ensure it is only visible to this new Brand, while ensuring the other Form/s are only associated with your Customer Support Brand. Also ensure your IT Form/s are set to be visible in the portal, otherwise no one will be able to access them.
Once all that has been completed, you will then need to enable the "Agents can manage requests in Help Center" option; This allows everyone (employees listed as Agents and those listed as End User, not just those listed as End User) to be able to access the Submit a Request button. Now just capture the URL to the new Help Center portal, that way your employees know where to go to submit their requests.
NOTE: If you need to limit ticket visibility, you can set all Roles to only allow Agents access to their assigned Groups, or you can set your IT Group to Private, so only those set as Requester or CC on the ticket will have access.
If for some reason you have strict compliance policies you have to follow, then I recommend having a second instance setup for your internal teams that need to be fully segregated from all other Zendesk users.
~Konstantin
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Thanks for taking the time to write and publish this tip, Konstantin!
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how do I prevent external customers from seeing this internal only brand?
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Hi Laura,
All the articles created within that brand must be visible for Agents and Admins only. Also, in the Guide settings for that Help Center, you can check the option to only accessible for registered users. You can also check this article for details Best practices for creating an internal knowledge base.
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