Adding and configuring a brand

Creating a brand takes minutes. Making it complete takes a checklist, because five things need doing afterwards.

Creating a brand takes minutes. Making it complete takes a checklist, because five things need doing afterwards.

Create the brand

1. Open Admin Center, then Account, then Brand management.
2. Click Create brand.
3. Enter a Name and a Subdomain for its help centre.
4. Optionally add a Logo, a Brand signature to append to your agents' own signatures, and a Host mapping if the help centre should live on your own domain.
5. Click Save, then use Manage brand membership under Who has access to say who works on it.

How many brands you can have is decided by the plan: five on Suite Growth, Suite Professional and Support Enterprise, and 300 on Suite Enterprise and Enterprise Plus.

The list marks which brand is the default and which is the agent route. Those two badges sit on the same brand until you deliberately move one, and knowing where they are saves a puzzled half hour later.

They mean different things. The default brand is where a ticket lands when nothing else decides; the agent route is the brand your agents are taken to when they sign in. Neither brand can be deactivated or deleted while it holds its badge, so moving the badge comes first.

One consequence matters before you need it: if the account ever goes back to a plan with a single brand, the brand that survives is the agent route, not the default. Anyone assuming otherwise keeps the wrong one.

You now have a brand with an empty help centre and no addresses. It is not finished.

The five things that follow

1. Add its support addresses, and set up SPF and DKIM for the domain if it differs from your main one.
2. Activate and theme its help centre, or deactivate it deliberately if this brand has none.
3. Decide which forms it offers, and restrict them.
4. Check your triggers. Rules written before the second brand existed will apply to both. That is often wrong for anything that mentions your company name.
5. Set the default brand, so tickets that arrive without one land where you expect.

Host mapping

By default a brand's help centre sits on a Zendesk subdomain. Pointing it at your own domain is a separate step involving DNS, and worth doing before you publicise the address rather than after.

See also

• Email addresses per brand
• Business rules for multiple brands
• Creating a Help Center per brand