About Zendesk Guide

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 () 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.

   

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.

You must have Zendesk Support to have Zendesk Guide. The Zendesk Guide plans are available on any Zendesk Support plan.

Current Guide plans

The Zendesk Guide plans are:

• Guide Lite, a simple self-service solution, included at no extra cost with all Zendesk Support plans.
• Guide Professional, advanced knowledge features and customization options, available as a paid plan with any Zendesk Support plan.
• Guide Enterprise, strategic self-service experience, with advanced knowledge management and collaboration, customization options, and artificial intelligence features, available as a paid plan with any Zendesk Support plan.

You can view the features available by plan type on the Guide plan comparison page. The Guide documentation includes the plan availability for each feature.

About the Guide Legacy plan

Zendesk Support customers who were subscribed to the Team, Professional, or Enterprise plan (or the equivalent legacy Support plan) prior to May 2, 2017 are on the Guide Legacy plan, unless they have manually moved to another Guide plan.

Guide Legacy includes all existing Help Center functionality prior to the Guide release on May 2, 2017, plus any Guide Professional features released since that date. Some of those features include:

• Article History view
• Knowledge Capture app
• SEO XML sitemap
• Answer Bot compatibility, as an add-on feature

Guide Legacy customers remain on the Legacy plan, regardless of any changes to their Zendesk Support plan. Guide Legacy customers must upgrade to Guide Enterprise, to receive Guide Enterprise functionality.

Viewing your plan type

Only account owners can view their plan subscription information. If you do not have permission to view the plan subscription, ask your account owner for the plan name.

To view your plan name and features by plan type

• Click the Admin icon (), then select Settings > Subscription to see a summary of your current plan.