- 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. Agents can view, search, and access tickets within their brands only, defined by their brand membership. Admins have access to all tickets for all brands.
You can also use brands in business rules, including macros, views, triggers, and automations, as well as in Explore and Insights reporting.
All Zendesk Suite and Support plans have one brand by default, which is created when you set up your Zendesk account. This is also true for Employee Service Suite Team plans. However, Employee Service Suite Growth plans and above have three brands by default: one that represents the company as a whole (Support), one for HR, and one for IT. Depending on your plan type, you might be able to create additional brands.
You must be an administrator to add and manage brands.
This article contains the following sections:
For a list of resources, see Multibrand 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 single account subdomain and one brand subdomain that match. When you add brands, you still have a single account subdomain, but you have multiple brand subdomains, including your original brand that matches your account subdomain.
When you have multiple brands, one is always assigned as the default 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 an agent brand, or agent 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, see Changing your agent brand.
Brand is a ticket value. Every ticket has a brand. Agents can view, search, and access tickets within their brands only, defined by their brand membership. 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.
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, X (formerly Twitter), and Facebook.
Creating 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.
Brands are created and managed on the Brands page in Admin Center.
- In Admin Center, click
Account in the sidebar, then select Brand management > Brands. - Click Create brand.
If this is the first time you are adding a brand, click Get started instead.
- Enter a brand 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 a Subdomain for 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 a Logo by dragging your file to or
clicking within the designated logo area.
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, see Adding an agent signature to
ticket email notifications.
- (Optional) Enter an alternative support site URL in
Host mapping to map one of your own domain
names to the help center for this brand. For
example, you might use
support.yoursubdomain.com/hc instead of
yoursubdomain.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, see Generating an SSL certificate for host-mapped brands.After you add multiple brands, host mapping is managed in Manage > Brands instead of Settings > Account.
- Click Save.
Your new brand is created.
- Under Who has access, click Manage brand
membership to add team members to
the brand.
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.
Your new brand will not be available to end users until you add a help center or associate it with another channel (see Configuring your channels to support multiple brands).
To manage your brands, see Managing multiple brands. To start using and supporting your new brand, see the next section Next 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 add one or more host mapped brands, but you do not need to regenerate your certificate for every 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.
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, see Using hosted SSL.
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
- In Admin Center, click
People in the sidebar, then select Configuration > End users. - Beside Account emails, deselect Include a list
of active help centers in account
emails.
- Click Save tab.
Next step after you add a brand: Configure your channels to support multiple brands
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.
Resources to help you configure your channels to support multiple brands
You can support your brands in any of these Zendesk channels: email, help center, messaging Web Widget, Web Widget (Classic), and Talk. See the following resources:
Zendesk's social and third-party messaging channels (such as Facebook, Instagram, WeChat, and Slack) also support multiple brands. See our Third-party and social messaging channels page for helpful resources.
Other possible next steps after you add a brand and configure your channels
For a list of resources, see Multibrand resources.