Adding a brand

Understanding Zendesk Brands

In Zendesk, a brand is a customer-facing identity that includes various contact points such as email support addresses, help centres, messaging web widgets, Talk, X (formerly Twitter), and Facebook. A brand is also a ticket value that is added to all your tickets. Agents can manually change the brand associated with a ticket and search for tickets by brand. However, agents can only access tickets within their brand membership, while administrators have access to all tickets for all brands. End users and organisations do not have a brand value. They belong to the account, not a brand, so you cannot segment end users or organisations by brand.

When you set up a Zendesk account, one brand is created by default. The number of brands you can create depends on your plan type:

• Suite Growth and Professional include up to five brands.
• Suite Enterprise and Enterprise Plus include up to 300 brands.
• Support Enterprise includes up to five brands.

One brand is always assigned as the default brand, which is associated with your default help centre and applied in situations where another specific brand is not indicated. There is also an agent brand, which serves as the default brand for agents when they sign in to Zendesk.

Most channels have a brand value, allowing you to configure specific channels for specific brands. When you add multiple brands, you can add a help centre or associate another channel with each brand so your customers can open requests with a specific brand. You can support your brands in email, help centre, messaging Web Widget, Web Widget (Classic), and Talk. Zendesk's social and third-party messaging channels (such as Facebook, Instagram, WeChat, and Slack) also support multiple brands.

How to Add a Brand: A Step-by-Step Guide

Here's how to add a brand in Zendesk:

1. In Admin Center, click Account in the sidebar, then select Brand management > Brands.
2. Click Create brand. If this is the first time you are adding a brand, click Get started instead.
3. Enter a brand Name. The brand name is required and must be unique. This name will be customer-facing.
4. Enter a Subdomain for this brand's help centre. This subdomain will be the address (URL) for this brand's help centre. Subdomain is required, and each brand has its own subdomain.
5. (Optional) Add a Logo by dragging your file to or clicking within the designated logo area.
6. (Optional) Enter a brand signature to append your agent's personal email signature when they are representing that brand.
7. (Optional) Enter an alternative support site URL in Host mapping to map one of your own domain names to the help centre for this brand.
8. Click Save.
9. Under Who has access, click Manage brand membership to add team members to the brand.

After adding a brand, you may need to configure your channels to support multiple brands. You might also want to restrict agent ticket access by brand, set up business rules for multiple brands, and set up views to sort your branded tickets.

For further information on how to add a brand, please see the below 5 min video to get started.