Setting up multiple brands

<body>
<p id="docs-hc-snippet" style="display: none;">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. Agents can view, search, and access tickets within their brands only, defined by theirbrand membership. Admins have access to all tickets for all brands.</p>
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<div class="body">

<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Account &gt; Brand management &gt; Brands</span>
</div>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> This feature has the following plan restrictions:<ul class="ul" id="topic-1__ul_mlv_tl5_j4b">
<li class="li">Suite Growth and Professional includes up to five
brands. </li>
<li class="li">Suite Enterprise and Enterprise Plus includes up to 300
brands.</li>
<li class="li">Support Enterprise includes up to five brands.</li>
</ul>
</div>
Brand is a customer facing identity, represented by a
collection of contact points for your customers. These contact points can
include email support addresses, help center, voice, messaging Web Widget or
Web Widget (Classic), X (formerly Twitter), and Facebook.</div>
<p class="p">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. Agents can view, search, and access tickets within their brands only,
defined by their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7584022494874" target="_blank">brand membership</a>. Admins have
access to all tickets for all brands.</p>
<p class="p">You can also use brands in business rules, including macros, views, triggers, and
automations, as well as in Explore and Insights reporting. </p>
<p class="p">All Zendesk Suite and Support plans have one brand by default, which is created
when you set up your Zendesk account. Depending on your plan type, you might
be able to create additional brands.</p>
<p class="p"> You must be an administrator to add and manage brands.</p>
<p class="p">This article contains the following sections:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_c5b_t3s_2r">
<li class="li"><a class="xref" href="#topic_hyq_l1v_cr">Understanding how
Multibrand works in your account</a></li>
<li class="li"><a class="xref" href="#topic_bp3_gby_wp">Adding multiple
brands</a></li>
<li class="li"><a class="xref" href="#topic_m2b_fgq_ft">Generating an SSL
certificate for host-mapped brands</a></li>
<li class="li"><a class="xref" href="#topic_4bt_fgq_ft">Excluding your
branded help centers from system generated account
emails</a></li>
<li class="li">
<a class="xref" href="#topic_gmf_z23_dr">Next step after you
add a brand: Configure your channels to support
multiple brands</a>
</li>
</ul>
</div>
<p class="p">For a list of resources, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833921306" target="_blank">Multibrand resources</a>.</p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hyq_l1v_cr">
<h2 class="title topictitle2" id="ariaid-title2">Understanding how Multibrand works in your account</h2>
<div class="body">
<p class="p">When your account is created, one brand is created for you by default.
So, before you add any brands, you have a
single <em class="ph i">account subdomain</em> and one <em class="ph i">brand
subdomain</em> that match. When you add brands, you still
have a single account subdomain, but you have <em class="ph i">multiple brand
subdomains</em>, including your original brand that matches
your account subdomain. </p>
<p class="p">When you have multiple brands, one is always assigned as the <em class="ph i">default
brand</em>. 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.</p>
<p class="p">You can also define an <em class="ph i">agent brand</em>, or <em class="ph i">agent route</em>, 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, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826557082-Editing-brands#topic_bqs_lns_x4b" target="_blank">Changing your agent
brand</a>. </p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> Currently, you cannot change the subdomain of your original
brand without also changing your account subdomain.</div>
</div>
<p class="p">Brand is a ticket value. Every ticket has a brand. Agents can view,
search, and access tickets within their brands only, defined by
their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7584022494874" target="_blank">brand membership</a>.
Admins have access to all tickets for all brands. End users and
organizations do not have a brand value. They belong to the account,
not a brand. You cannot segment end users or orgs by brand. End
users can access their requests in each brand's help center.
Depending on the account <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9319604460826" target="_blank">configuration</a>, the
list of an end user's requests is either restricted to the help
center's brand or reflects all of their requests for all brands.</p>
<p class="p">Most channels have a brand value, so that you can configure specific
channels for specific brands. This includes help center, voice,
messaging Web Widget, Web Widget (Classic), X (formerly Twitter),
and Facebook. </p>
<div class="p">
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_bp3_gby_wp">
<h2 class="title topictitle2" id="ariaid-title3">Creating multiple brands</h2>
<div class="body">
<p class="p">You have one brand for your account by default, but you can set up a
number of brands, depending on your plan type:</p>
<div class="p">
<ul class="ul">
<li class="li">Suite Growth and Professional includes up to five
brands. </li>
<li class="li">Suite Enterprise and Enterprise Plus includes up to 300
brands.</li>
<li class="li">Support Enterprise includes up to five brands.</li>
</ul>
</div>
<p class="p">Brands are created and managed on the Brands page in Admin Center.</p>
<p class="p"><img class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_brands_page_general.png" width="850"></p>
<div class="p">
<strong class="ph b">To add a brand</strong><ol class="ol" id="topic_bp3_gby_wp__ol_3px_qhw_wp">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_bp3_gby_wp__image_y4x_5fc_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Brand management &gt; Brands</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create brand</strong>.<p class="p">If this is the first time
you are adding a brand, click <strong class="ph b">Get started</strong>
instead. </p>
</li>
<li class="li">Enter a brand <strong class="ph b">Name</strong>.<p class="p">Brand name is required and
must be a unique name, not used by any of your
other brands. This name will be
customer-facing.</p>
</li>
<li class="li">Enter a <strong class="ph b">Subdomain</strong> for this brand's help center.
<p class="p">This
subdomain will be the address (URL) for this
brand's help center:
<em class="ph i">yoursubdomain</em>.zendesk.com/hc. It will also
be the default support address for this brand:
support@<em class="ph i">yoursubdomain</em>.zendesk.com.
</p>
<p class="p">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 an
indication of whether that subdomain is available
or already taken.</p>
<p class="p"><img class="image img-screenshot" id="topic_bp3_gby_wp__image_sg3_5lt_2r" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/multibrand_enter_subdomain.png"></p>
</li>
<li class="li">(Optional) Add a <strong class="ph b">Logo</strong> by dragging your file to or
clicking within the designated logo area.<p class="p">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.</p>
</li>
<li class="li">(Optional) Enter a brand signature to append your
agent's personal email signature when they are
representing that brand. For information on agent
signatures, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822471322#multibrands" target="_blank">Adding an agent signature to
ticket email notifications</a>.<p class="p"><img class="image img-screenshot" id="topic_bp3_gby_wp__image_tnn_x12_ww" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/brand_signature.png"></p>
</li>
<li class="li">(Optional) Enter an alternative support site URL in
<strong class="ph b">Host mapping</strong> to map one of your own domain
names to the help center for this brand. For
example, you might use
support.<em class="ph i">yoursubdomain</em>.com/hc instead of
<em class="ph i">yoursubdomain</em>.zendesk.com/hc.<p class="p">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. </p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> 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, see <a class="xref" href="#topic_m2b_fgq_ft">Generating
an SSL certificate for host-mapped brands</a>.
</div>
</div>
<p class="p">After you add multiple brands, host mapping
is managed in <strong class="ph b">Manage &gt; Brands</strong> instead of
<strong class="ph b">Settings &gt; Account</strong>.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">Your new brand is created.
</p>
</li>
<li class="li">Under <strong class="ph b">Who has access</strong>, click <strong class="ph b">Manage brand
membership</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7584022494874#topic_p4k_grx_xbc" target="_blank">add team members to
the brand</a>. <p class="p">All admins are added to the
brand, can access all tickets within the brand,
and cannot be removed from the brand. Team members
cannot view, search, or access tickets with the
new brand until you add them to the
brand.</p>
<p class="p"><img class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_brands_who_has_access.png" width="350"></p>
</li>
</ol>
</div>
<p class="p">Your new brand will not be available to end users until you add a help
center or associate it with another channel (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836507162" target="_blank">Configuring your channels to support
multiple brands</a>).</p>
<p class="p">To manage your brands, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829486362" target="_blank">Managing multiple brands</a>. To start
using and supporting your new brand, see the next section <a class="xref" href="#topic_gmf_z23_dr">Next steps after you
add a new brand</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_m2b_fgq_ft">
<h2 class="title topictitle2" id="ariaid-title4">Generating an SSL certificate for host-mapped brands</h2>
<div class="body">
<p class="p">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.</p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> If you did not previously have host mapping set up, skip this
section and go through the entire host mapping process. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838571930" target="_blank">Changing the address of your help
center subdomain (host mapping)</a>.</div>
</div>
<p class="p">You need to regenerate your SSL certificate every time you add <em class="ph i">one or
more</em> host mapped brands, but you do not need to
regenerate your certificate for <em class="ph i">every</em> host 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.</p>
<p class="p">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.</p>
<p class="p">To regenerate your SSL certificate when you add one or more host mapped
brands, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838571930#topic_dyr_bqk_j4b" target="_blank">Setting up a hosted SSL</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_4bt_fgq_ft">
<h2 class="title topictitle2" id="ariaid-title5">Excluding your branded help centers from system generated account emails</h2>
<div class="body">
<p class="p">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.</p>
<p class="p">If you do not want to include a list of your active branded help centers
in account emails, you can exclude it.</p>
<p class="p"><strong class="ph b">To exclude the list of active branded help centers from account emails
to agents and end users</strong></p>
<div class="p">
<ol class="ol" id="topic_4bt_fgq_ft__ol_yvv_xlg_jt">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_4bt_fgq_ft__image_rwc_sgc_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Configuration &gt; End users</strong>.</span></li>
<li class="li">Beside <strong class="ph b">Account emails</strong>, deselect <strong class="ph b">Include a list
of active help centers in account
emails</strong>.<p class="p"><img class="image img-screenshot" id="topic_4bt_fgq_ft__image_3zc_m3g_jt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/multibrand_HCs_in_account_emails.png"></p>
</li>
<li class="li">Click <strong class="ph b">Save tab</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_gmf_z23_dr">
<h2 class="title topictitle2" id="ariaid-title6">Next step after you add a brand: Configure your channels to support multiple brands </h2>
<div class="body">
<p class="p">When you add multiple brands, you must add a help center or associate
another channel with each brand before your customers can open
requests with a specific brand.</p>
<p class="p"><strong class="ph b">Resources to help you configure your channels to support multiple
brands</strong></p>
<p class="p">You can support your brands in any of these channels: email, help center,
voice, messaging Web Widget, and Web Widget (Classic). See the
following resources:</p>
<div class="p">
<ul class="ul" id="topic_gmf_z23_dr__ul_n4k_5vy_3r">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836507162" target="_blank">Adding email support addresses
for multiple brands</a>
</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828794778" target="_blank">Creating a help center for one of
your brands</a></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828483738" target="_blank">Adding Web Widgets (Classic) for
multiple brands</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821946138" target="_blank">Setting up Zendesk phone numbers
for multiple brands</a>
</li>
</ul>
</div>
<p class="p">Social and third-party messaging channels (such as Facebook, Instagram,
WeChat, and Slack) also support multiple brands. See our <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/4405298883482" target="_blank">Third-party and social
messaging channels</a> page for helpful resources.</p>
<p class="p"><strong class="ph b">Other possible next steps after you add a brand and configure your
channels</strong></p>
<div class="p">
<ul class="ul">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7584022494874" target="_blank">Restricting agent
ticket access by brand</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832356762" target="_blank">Using the email template with
multiple brands</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842973338" target="_blank">Setting up business rules for
multiple brands</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838983322" target="_blank">Setting up views to sort your
branded tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9319604460826" target="_blank">Configuring the
visibility of service requests across
brands</a></li>
</ul>
</div>
<p class="p">For a list of resources, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833921306" target="_blank">Multibrand resources</a>.</p>
</div>
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