Zendesk Multibrand
Zendesk multibrand means one account with several customer-facing identities. Powerful, and it doubles your configuration surface.
What Zendesk multibrand gives you
Each brand gets its own help centre, its own support email address, its own branding and its own ticket forms, while sharing one agent workspace, one set of users and one reporting layer underneath.
Agents work all brands from the same interface, with the brand as a ticket property they can filter and route on.
When you actually need it
You don't need it for departments, for regions with the same brand, or for a second product under one name. Ticket forms and groups handle those, without doubling the configuration.
The cost of multibrand
Everything you configure, you configure per brand. Views, triggers, forms and help centre content all multiply, and the number of places a rule can be wrong multiplies with them.
It also needs a higher plan tier, so there's a licence cost on top of the administrative one.
The cross-brand duplicate
One customer, two brands, one problem. It happens constantly after an acquisition, where the same person is a customer of both entities and writes to whichever address they remember.
Those tickets sit in different brands with different forms, and nobody browsing one brand ever sees the other. It's the hardest duplicate for a human to catch and a straightforward one for a detector that matches on requester across the whole account.
Frequently asked questions
Is Zendesk multi brand the same as multiple brands?
Same feature, three names. Zendesk multiple brands, Zendesk multi brand and Zendesk brands all describe one account serving several customer-facing identities, each with its own help centre and support address.
Which Zendesk plans support multibrand?
The higher tiers, with the number of brands varying by plan.
Do agents need separate logins per brand?
No. One agent workspace covers all brands, with brand as a ticket property.
Duplicates cross brands too
One customer writing to two brands about one problem is invisible to anyone working inside a single brand.
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