- Suite Growth and Professional includes up to five brands.
- Suite Enterprise and Enterprise Plus includes up to 300 brands.
- Support Enterprise includes up to five brands.
Brand is also a ticket value, added to all your tickets. Agents can manually change the brand associated with a ticket, and they search for tickets by brand. You can also use brand in business rules, including macros, views, triggers, and automations, as well as in Explore and Insights reporting.
You have one brand by default, that was created when you set up your Zendesk account. You can create a number of brands, depending on your plan type.
You must be an administrator to add and manage brands.
This article contains the following sections:
- Understanding how Multibrand works in your account
- Adding multiple brands
- Generating an SSL certificate for host-mapped brands
- Requiring the Brand field on tickets created by agents
- Excluding your branded help centers from system generated account emails
- Next step after you add a brand: Configure your channels to support multiple brands
For a list of resources, seeMultibrand resources.
Understanding how Multibrand works in your account
When your account is created, one brand is created for you by default. So, before you add any brands, you have a singleaccount subdomainand onebrand subdomain相匹配。当您添加品牌,你仍然有一个single account subdomain, but you havemultiple brand subdomains, including your original brand that matches your account subdomain.
When you have multiple brands, one is always assigned as thedefault brand. This is the brand associated with your default help center, and is applied in any situation where another specific brand is not indicated. The default brand cannot be deleted or deactivated until another brand is made the default. The default brand is identified as (Default) on your brands list.
You can also define anagent brand, oragent route, which is essentially the default brand for agents. Meaning, the agent brand is the brand that agents are routed to when they sign in to Zendesk. The agent brand cannot be deleted or deactivated until another brand is made the agent route. It is identified as (Agent) on your brands list. The agent brand is also the brand retained if you downgrade to a single-brand plan. For more information, seeChanging your agent brand.
Brand is a ticket value. Every ticket has a brand. Users and organizations do not have a brand value. They belong to the account, not a brand. You cannot segment users or orgs by brand.
Most channels have a brand value, so that you can configure specific channels for specific brands. This includes help center, messaging Web Widget, Web Widget (Classic), Talk, Twitter, and Facebook.
Adding multiple brands
You have one brand for your account by default, but you can set up a number of brands, depending on your plan type:
- Suite Growth and Professional includes up to five brands.
- Suite Enterprise and Enterprise Plus includes up to 300 brands.
- Support Enterprise includes up to five brands.
- InAdmin Center, click
Accountin the sidebar, then selectBrand management > Brands. - ClickAdd brand.
If this is the first time you are adding a brand, clickGet startedinstead.
- Enter aBrand name.
Brand name is required and must be a unique name, not used by any of your other brands. This name will be customer-facing.
- Enter aSubdomainfor this brand's help center.
This subdomain will be the address (URL) for this brand's help center:yoursubdomain.zendesk.com/hc. It will also be the default support address for this brand: support@yoursubdomain.zendesk.com.
Subdomain is required; each brand has its own subdomain. It can include only letters A-Z, numbers 0-9, and dashes (-). When you enter a subdomain you'll see notification that the subdomain is either available or already taken.
- (Optional) Add aLogoby dragging your file to the designated logo area or by clicking choose file.
Your logo should be 2 MB or less and must be a PNG, JPG, JPEG, or GIF file. For best results, your logo should be square. Otherwise, your logo will be stretched or compressed to fit.
- (Optional) Enter a brand signature to append your agent's personal email signature when they are representing that brand. For information on agent signatures, seeAdding an agent signature to ticket email notifications.
- (Optional) Enter an alternative support site URL inHost mappingto map one of your own domain names to the help center for this brand. For example, you might use support.yoursubdomain. com/hc instead ofyoursubdomain.zendesk.com/hc.
When you enter your host mapped URL it is automatically tested, and you'll see notification that your host mapping is either working or not working.
Note:There are multiple steps required to set up host mapping for a brand, including generating an updated SSL certificate every time you add one or more brands. For more information, seeGenerating an SSL certificate for host-mapped brands.After you add multiple brands, host mapping is managed inManage > Brandsinstead ofSettings > Account.
- ClickSave changes.
Your new brand is created and added to your list of all brands.
Note:Your new brand will not be available to end users until you add a help center or associate it with another channel (seeConfiguring your channels to support multiple brands).
To manage your brands, seeManaging multiple brands. To start using and supporting your new brand, see the next sectionNext steps after you add a new brand.
Generating an SSL certificate for host-mapped brands
When you add a host mapped brand, you need to regenerate your SSL certificate. If you do not regenerate your certificate, host mapping will work, but the brand will not be protected.
You need to regenerate your SSL certificate every time you addone or morehost mapped brands, but you do not need to regenerate your certificate foreveryhost mapped brand. For example, if you add three new brands, you need to regenerate your certificate only once. If you later add two more brands, you need to regenerate your certificate again.
Your certificate request should be formatted as a SAN (SubjectAltName) cert. This type of certificate is used to manage multiple SSL-protected host mapped domains. Each brand subdomain is listed in the certificate as a SAN.
Alternatively, You can use a wildcard certificate if your brands are in the same domain. For example brand1.company.com, brand2.company.com, and brand3.company.com are all in the same domain.
To regenerate your SSL certificate when you add one or more host mapped brands, seeUsing hosted SSL.
Requiring the Brand field on tickets created by agents
When you have multiple brands, every ticket has a brand. For all customer-facing channels, the brand is automatically applied to the ticket.
When agents create tickets, they have the ability to chose the brand. You can require that agents select a brand before they submit a new ticket. If you do not require that agents select a brand, then your default brand will be applied to the ticket, unless the agent selects another brand before submitting the ticket.
To require that agents select a brand when creating new tickets
- InAdmin Center, clickAccountin the sidebar, then selectBrand management > Brands.
- Click the toggle besideRequire brand before save.
- Navigate away from the Brand settings page.
Your change is automatically saved.
Excluding your branded help centers from system generated account emails
By default, when you have multiple brands with active help centers, a list of all your active branded help centers are included in account emails. Account emails are system-generated emails that notify agents and end users about their profile, including welcome emails, account verification emails, and password reset emails.
If you do not want to include a list of your active branded help centers in account emails, you can exclude it.
To exclude the list of active branded help centers from account emails to agents and end users
- InAdmin Center, click
Peoplein the sidebar, then selectConfiguration > End users. - BesideAccount emails, deselectInclude a list of active help centers in account emails.
- ClickSave tab.
Next step after you add a brand: Configure your channels to support multiple brands
When you addmultiple brands, you have to add a help center, or associate another channel with each brand, before your customers can open requests with a specific brand.
You can support your brands in any of these channels: email, help center, messaging Web Widget, Web Widget (Classic), Talk, Facebook, Twitter, and the API.
Other possible next steps after you add a brand and configure your channels
For a list of resources, seeMultibrand resources.
27 Comments
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 thehelp@brandB.comand 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 "Viahelp@brandA.com" for example.
I tried to be as clear as possible and I do hope someone could help me here.
Regards.
Fernando
Hi Fernando,
I created separate ticket for our Support team to investigate your particular issue, please check your email.
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?
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 andcopyingyour content over to make sure it can be everywhere it needs to be.
Let us know if any other questions come up!
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 (seeMultibranding Zendesk Chatfor a possible option).
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!
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 frombilling@brandB.comorlegal@brandC.com. However, the email is sent fromhelp@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 thanbilling@brandB.comemailed 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?
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?
HeyRavindra 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.
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.
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.
Dane
谢谢你的及时回复。我理解essaging 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.
You need to go to theBrand Managementsection 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 throughMessagingand we'll help you out.
Hi,
I have a few questions about end-users management in a multy-brand environment. We have 3 brands and 3 help centers.
1. Is it possible to customize the "Welcome message" for different brands? And not to have all emails on behalf of main brand.
2. Is it possible to dedicate users to a specific brand?
We need to have different names of the help centers in the message based on the brand. And there shouldn't be any other information just brand-specific links and names. Also link to create a password is for the main brand, but should be different for each brand, as I understand
I really appreciate any help you can provide.
HiOleksandr Grygorenko
Happy to help with you questions about the multi-brand environment!
1.Is it possible to customize the "Welcome message" for different brands? And not to have all emails on behalf of main brand.
The welcome actually depends on how the end-user signed up. If they signed up for Brand A, then it would be Brand A sending the welcome email. If they signed up for Brand B, then Brand B would be sending the welcome email. More information can be foundhere.
2. Is it possible to dedicate users to a specific brand?
Requests submitted to one brand's help center are only visible from that help center, so if a user only has access to one brand, they can only see the requests submitted by their organization to that brand only. For the other user who needs to see Brands A and B, they'll need to log in through those help centers. Same behavior: Logging into Brand B's help center will only show Brand B tickets, and likewise for Brand C's help center with Brand C tickets
Hope this helps out!
Hi all,
We have 2 brands and plan to add at least 1 more very soon.
However every time we send an email the name of "From" is populated with the information from "Appearance->Branding" section where there's a field for "Your Zendesk account name."
Since Zendesk says this is "multibrand", surely there's a way to define the "from" name according to the brand. For example, the emails from "help@brand1.com" could say "Brand 1 Customer Support" and emails from "help@brand2.com" might say "Customer Care for Brand 2" or whatever else we wish it to say.
Right?
Thanks
You can change the name in the outgoing email notifications by setting a preferred name in theName (optional)field for your support address. First, identify the email associated with your brand inAdmin Center > Channels > Email,edit the email to set the name as shown in the image below:
You can also visit this article for more information aboutchanging the name in the outgoing email notifications.
If you are creating a proactive ticket, you can use theSelect an Address appwhich allows admins and agents to change the default support address associated with a ticket.
As mentioned in our article,Customizing your templates for email notifications, you can customize the HTML template to match your branding. While we don't currently have native functionality to control the customization by brand, you can use liquid markup as a workaround. Below is an example of code you could use in your HTML template to change which image is displayed depending on the brand name that is present in the footer.
<！DOCTYPE html > < html dir = "自动" > <头> < meta httpp-equiv="Content-Type" content="text/html; charset=utf-8" /> {% if footer contains 'Brand1' %} 
{% elsif footer contains 'Brand2' %} 
{% elsif footer contains 'Brand3' %} 
{% endif %} Email from Brand1 Support
Email from Brand2 Support
Email from Brand3 Support
{{content}}
{{quoted_content}}
{{footer}}