What multiple brands solve and when to use them

Brands give one Zendesk several faces: separate help centres, addresses and forms, sharing agents and reporting underneath.

Brands give one Zendesk several faces: separate help centres, addresses and forms, sharing agents and reporting underneath.

What a brand carries

• Its own help centre, with its own theme, articles and address.
• Its own support email addresses.
• Its own logo and name on notifications.
• Its own forms, where you restrict them.

What it does not carry is a separate ticket pool. Everything lands in the same Zendesk, and every agent who is allowed to can work across brands.

When brands are the right answer

• Two product lines your customers experience as different companies.
• A company and a subsidiary, each with its own name.
• A separate identity per country, where the language and the address should differ.
• A public help centre and an internal one that must look and read differently.

When they are not

Brands are about how you appear, not about who works on what. Two teams handling different queues need groups and routing, not brands. Using brands to separate teams gives you help centres nobody asked for and a configuration to maintain twice.

What multiple brands cost you

Every brand is another help centre to keep current, another set of addresses to authenticate, and another place a form or trigger has to be checked. The second brand is not twice the work, but it is meaningfully more, and it compounds with each one after.

See also

• Adding and configuring a brand
• Restricting agents to specific brands
• One Zendesk instance or several: how to choose
• Deactivating or deleting a brand