Adding a new brand to your Zendesk account allows you to manage multiple customer experiences under a single umbrella while maintaining distinct identities for each brand. Here’s a step-by-step guide on how to set up an additional brand and adjust your existing configurations to support it.

This guide will cover the following topics: 

1. Adding a new brand.
2. Adding a new agent signature.
3. Adjustments to existing configurations.
4. Best practises for managing multiple brands.

Adding a New Brand

1. Navigate to Admin Center > Account > Brand management > Brands > click Create brand.
   • If this is the first time you are adding a brand, click Get Started instead.
2. Fill in the required details:
   1. Brand name: This will be the name identifier for the brand.
   2. Subdomain: For example, yourbrand.zendesk.com. This will be the subdomain identifier for the brand
   3. Host-mapped URL: Configure the URL where the brand will be hosted.
      • You can add this URL in later, if it's not available at time of brand creation. 
   4. Branded signature: Configure the signature for the new brand. 
      • You can add in the signature at a later date if it's not ready at the time of brand creation. 
3. Upload a Logo and choose any Social Buttons which you'd like to be included in agents signatures.
4. Save.

Once the brand is added, configure channels (e.g., Help Center, Chat, and Messaging) under the new brand.

Adding a New Agent Signature

Agent signatures are a great way to personalise and brand your ticket responses in Zendesk. We've created a collection of common custom agent signature templates that you can use with your Zendesk. 

Check them out here: How to configure a Zendesk Agent Signature Template

Adjustments to Existing Configurations

After adding a new brand, review and update the following configurations to ensure seamless functionality:

1. Help Center Setup:
   • Create a branded Help Center if your subscription supports multiple help centers.
   • Customise the theme and content for the new brand.
   • Check our our help center themes available for purchase here: SuccessCX Help Center Themes for Zendesk
2. Triggers and Automations:
   • Review existing triggers and automations to ensure they include logic for the new brand.
   • Update conditions such as Ticket: Brand to include the new brand.
   • Create new triggers where required for the new brand. E.G Customised "Notify requester and CC's of received request trigger". 
   • Create a branded CSAT automation for the new brand.
3. Email Configuration:
   • Configure the support email address for the new brand.
     • See Adding support email addresses for users to submit tickets.
   • Update the default email templates to reflect brand-specific language and design.
     • See Using the email template with multiple brands
     • Alternatively, you can also use a basic global email template and input your branding inside the email notification triggers instead. 
4. Chat and Messaging:
   • If using Zendesk Chat or Messaging, configure the widget for the new brand.
   • Set up brand-specific greetings and routing rules.
5. Ticket Forms and Fields:
   • Review ticket forms to determine if new forms are needed for the brand or if existing forms will apply to the new brand.
   • Update custom fields or create new ones to align with brand-specific workflows.
6. Macros:
   • Duplicate or update existing macros to ensure they are relevant to the new brand.
7. SLA Policies:
   • If using SLAs, review and adjust policies to reflect the needs of the new brand.
8. Business Hours and Holidays:
   • Add or update business hours and holiday schedules for the brand.
     • Multiple Schedules is available on Enterprise plan only. 
9. Reporting and Analytics:
   • Modify Zendesk Explore dashboards to include filters and metrics for the new brand.
10. Third-Party Integrations:
    • Update any third-party integrations that depend on brand-specific data or configurations.

Best Practices for Managing Multiple Brands

• Consistent Branding: Ensure each brand’s configurations, such as email templates and Help Centers, reflect their unique identity while maintaining a consistent customer experience.
• Documentation: Keep an internal record of configurations and updates for each brand to streamline troubleshooting and scaling.
• Testing: Thoroughly test all workflows and settings after adding a new brand to avoid disruptions to customer service.

Adding an additional brand expands your ability to cater to diverse audiences under one platform, but it requires thoughtful configuration adjustments to ensure everything runs smoothly.