Using the Brand Manager app

The brand manager app allows you to control the way your emails look based on brand. It does this by creating liquid markup conditions in your triggers (like what's described in this article). 

The benefit of the app is that it allows you to store each brand's template in one location meaning that if you need to make a change, instead of having to update potentially hundreds of conditions across all of your triggers & automations, you only need to update it in one location, and the app will do the rest for you.

Here's a training video on how to use the app...


Step 1: The global email template

The global email template is what defines the look and feel of all emails sent out of your helpdesk. In order to customise look for each brand, we need to change the global template to make it work in nicely with the code the app will place into your triggers. 

You can edit your global template by clicking the cog on the left of the screen, then under "Channels" click on "Email". Then on the right, scroll down to the "Email templates" section.

If you'd like to use some example code, at the bottom of this article, you'll find a couple of files attached. One of them is an example "global template". Copy and paste this code into your Zendesk email template and click save. By doing this, any emails that now get sent out of you Zendesk will look like this: 


...a little bland right? 

Well, that's because we still have to add branding covered in the next section.

Also, note that you can code your global email template however you like (the file is simply a suggestion).


Step 2: Adding branding in the app

Now that we've prepared the global template, you can now set the branding html that will end up in your triggers. 

You can set this by clicking on the brand manager icon on the left of the screen, and then click on the edit button on the right for the brand you want to setup first. 


The first thing you'll notice is that within the HTML template is the "content" placeholder. This placeholder should never be removed from your template because this is what pulls in what your trigger actually says to the customer (as defined in the "Notification content" tab which we'll cover in the next section).

You can now put in whatever HTML you want in here. Alternatively, you can use our example html (see the attached file at the bottom of this article called "example branding"). Copy and paste this html into the HTML template section.

Then check the "Custom branding" box to tell the app you want to start using this code for realzies.

Finally, click on "Save and update 0 triggers" at the bottom ... like this:


So, why is it telling you it's not going to update any triggers? Well, in order to help you to be sure of the changes you're making, we've built the app so you can select which triggers you want the branding to work on. That way you can test things out before pushing it across all of your triggers.  

IMPORTANT: It is very important that you try and keep the HTML used in your branding to a minimum. One way to do this is to push as much of the code into the global email template as possible using classes like you can see we've done in the example code. The reason this is important is because triggers have a physical size limit of 8192 characters. The less branding code you use, them more brands you will be able to define.


Step 3: Deploying branding to triggers

The "Notification Content" tab lists all of the triggers on your helpdesk that send emails out (Note: This does not include targets).

To start using branding on one of your triggers simply click 'Edit' next to the desired trigger like this: 



Then on the next screen, check "Enable branding" to start using branding with this trigger, confirm what your trigger will say in the email it sends out, and click save: 



Now on the main "Notification content" screen, you'll note that in the custom branding column, there is a tick next to the trigger you just enabled like this: 


Now try testing out the trigger you just enabled. If you've used the example code attached to this article your email should look like this: 


Much nicer than before right? 



Step 4: Setting the generic brand template

So now you might be wondering, what happens if I send an email to a brand where branding hasn't been switched on?

For example, continuing on from the example we've been using above, you can see here that only one of the brands has been switched on. The other ones aren't being used yet.


So, if you were to send an email into 'Help Desk' or 'Sales Desk' what would the email look like? Well, this is where your 'generic brand template' comes in. 

The generic brand template is what defines the look of any email that gets sent by your triggers that haven't been already defined under the "brand templates" tab. 

This can be set under the settings tab like this: 


Another way to think of it is your fallback branding template. 

Note that by default, the generic brand template simply contains the "content" placeholder, so emails will be bland, just like what we saw in step 1 of this article like this:


To change the way these emails look you can define the HTML almost exactly same way as was explained in Step 2 like this:


Except instead of this branding being for 1 brand, it's for all the brands that don't have branding.



Important things to note:

  • The brand manager works by changing your triggers and automations in bulk. To find out exactly what the app does to them we've written another article here which goes into the finer detail.  

  • This app is not able to brand ALL emails that are sent out of your help desk. It can only brand emails sent out using Triggers and Automations. The following system emails...

    - CCs ... Any email that gets sent to a CC on a ticket.
    - Welcome emails
    - Verification emails
    - Password reset emails

    ...will only use the global email template. Using the attached example files on this article, this is what you can expect those emails to look like: 


  • There is a physical limit to the size of a trigger (8192 characters) ... at any point, you can check the size of a specific trigger by clicking on the "Notification Content" tab and then hovering over the custom branding icon like this: 



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