Plan requirement
| Subscription | Suite Growth or higher, Support Enterprise |
| Access | Admin |
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.
Brands are not a permission boundary. By default, having two brands does not stop anyone seeing either.
On Enterprise a separate feature does restrict it, department spaces, and one limit of it belongs in this decision: administrators always see every brand. So it segments agents; it does not seal a brand off from the people who administer the account.
Sign-in is account-wide too. You cannot give one brand its own single sign-on and leave another on Zendesk passwords: SAML, OpenID Connect and JWT configurations apply to the account and not per brand. Only a custom JWT script can vary that, which means building something rather than choosing a setting. Plan around it if a subsidiary is meant to use its own identity provider.
How many you can have
Suite Growth and Professional allow up to five brands. Suite Enterprise and Enterprise Plus allow up to 300. On a standalone Support plan the feature needs Enterprise, and that also allows five.
Five is more than most organisations need and the jump to 300 is rarely the reason to move to Enterprise. If you are close to five, count what each brand gives you before assuming you need more.
Your default brand cannot be deleted or deactivated until another brand has been made the default, so there is always one.
Comments
0 comments
Article is closed for comments.