Adjusting Brand Settings

Editing Brand Settings in Zendesk: A Quick Guide for Admins

This article outlines how Zendesk admins can edit existing brand settings and memberships in Zendesk. Brands appear alphabetically on the Brands page.

Important Considerations

• You can edit your existing brands as needed.
• The default brand is associated with your default help centre and is applied when a specific brand is not indicated. For example, when an agent creates a ticket on behalf of a customer. Before submitting the ticket, the agent can select a different brand.
• The agent brand is the brand that agents are routed to when they sign in to Zendesk. This is also known as the agent route.
• Adding or removing team members from a brand impacts their access to tickets.

Step-by-Step Instructions for Editing Brand Settings

Here are the general steps to edit brand settings in Zendesk:

1. Edit Brand Settings:
   • In Admin Centre, click Account in the sidebar, then select Brand management > Brands.
   • Click the menu icon beside the brand that you want to edit, then select Edit. The brand expands to show all of the settings for that brand.
   • Make changes to the fields as needed.
   • Click Save changes.
2. Edit Brand Members:
   • In Admin Centre, click Account in the sidebar, then select Brand management > Brands.
   • Click the brand name in the list. The Who has access page displays.
   • Click Manage brand membership.
   • Select the team members to add or remove from the brand, then click the Manage brand membership link at the bottom of the page.
   • Select the brands from which to add or remove team members, then click Save.

Changing Your Default Brand

The default brand is the brand associated with your default help centre and is applied when a specific brand is not indicated. The default brand is identified as (Default) on your brands list.

To change your default brand:

1. In Admin Centre, click Account in the sidebar, then select Brand management > Brands.
2. Click the menu icon beside the brand, then select Set as default. The brand moves to the top of your list of brands and is labelled as the (default). The default brand is applied to any tickets where brand is not selected, including tickets that come in via the API, shared tickets, and Chat tickets.

Changing Your Agent Brand

The agent brand is the brand to which agents are routed when they sign in to Zendesk. The agent brand is the same as the default brand unless you change it.

To change your agent brand:

1. In Admin Centre, click Account in the sidebar, then select Appearance > Branding.
2. In the Subdomain section, use the Brands menu drop-down to select your agent brand (also known as the agent route).
3. Click Save tab. In the list on the brand management page, the selected brand is labelled as (agent).