Creating a Help Center for one of your brands

John Smith
John Smith

This feature has the following plan restrictions:

  • Support Enterprise and Guide Lite or Professional: Five brands, one Help Center
  • Support Enterprise and Guide Enterprise: Five brands, five Help Centers
  • Support Enterprise with Multibrand add-on: 300 brands, 300 Help Centers

If you have added multiple brands, you can create one or more Help Centers, depending on your Support and Guide plans. A brand’s Help Center is completely separate from any other brand’s Help Center, if you have multiple. End users who visit the Help Center for a specific brand see tickets for only that brand.

If you’re using ticket forms, all ticket forms will be available in all of your Help Centers, if you have multiple.

Adding a Help Center for a brand

You can create one or more Help Centers for multibrand, depending on your plan types:

  • Support Enterprise and Guide Lite or Professional: Five brands, one Help Center
  • Support Enterprise and Guide Enterprise: Five brands, five Help Centers
  • Support Enterprise with Multibrand add-on and any Guide plan: 300 brands, 300 Help Centers

To add a Help Center for a brand

  1. Click the Admin icon (Manage icon) in the sidebar, then select Manage > Brands.
  2. If you haven’t already done so, click Add brand to add your brand (see Adding multiple brands).
  3. On the Brands management page, click the menu icon beside the brand you want to set up a Help Center for, then select Edit.
  4. Under Help Center, click Create.

    Create Help Center

  5. Click Create yours today.
  6. Select a theme or click Skip for now.

    When finished, you’ll see confirmation that your new Help Center has been created.

To access a branded Help Center, see Viewing a Help Center for one of your brands.

Understanding user authentication with multiple Help Centers

When you have multiple Help Centers to support multiple brands, you cannot restrict users to a specific Help Center. All of your Help Centers are accessible to all of your end-users. If you are using remote authentication or SSO, each Help Center will redirect users to the same single sign-in protocol and database. This is because users belong to the account, not to a specific brand.

When users receive a welcome email, password reset email, or identity verification email, it will include a list of all of your Help Centers. This ensures that users understand that any changes to their account affect their access to these multiple Help Centers.

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Comments

5 comments

  • Comment author
    Daniel Redmond

    No problem, thanks Vera. Please keep me updated if the change does happen in the future. Thanks again!

    0
  • Comment author
    Daniel Redmond

    Thank you Vera. I need to know if you can specify which articles will appear from other brands' help centers in a specific help center.

    For example, I only want Article A, Article B, and Article C from Brand C to show up in the search results for Brand A.

    Is this possible?

    0
  • Comment author
    Vera Yang

    Hi Daniel,

    Unfortunately at this time that level of granularity is not possible, it is an all or nothing setting at the moment where if it is enabled you cannot restrict which article would appear within a search by Help Center. I am happy to mark that as product feedback on your behalf as that is something I can see being useful. Apologies I did not have better news!

    0
  • Comment author
    Vera Yang

    Hi Daniel,

    Yes you can definitely enable search across multiple Help Centers. Please see the below article which will provide instructions on how you can get that setup.

    https://support.zendesk.com/hc/en-us/articles/360035556454-Enabling-search-across-multiple-help-centers

    Hope that helps!

    0
  • Comment author
    Daniel Redmond

    Is there a way to show specific articles in search from one brand in another brand's help center when you use multiple help centers?

    0

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