I am writing to request full multi-branding support for the Guide product. As a company that supports products and services using multiple brands, it is crucial for us to maintain brand identity across all customer communications. Currently, we are using Liquid markup to ensure that our ticket communication reflects the relevant brand identity.
However, we have recently discovered that email notifications from the Guide product do not support the conditions we have set for using different brands, resulting in a mashed-up and unprofessional appearance.
We believe that it is essential for us to have full control over the brand identity we project towards our customers, regardless of whether the communication comes from a ticket or an article source. We have explored potential workarounds, such as wiping the HTML email template and incorporating it in the notification triggers and automations using Dynamic Content. However, this would leave Guide notifications un-branded, which is not a viable solution for us.
We are concerned that the lack of full multi-branding support in Zendesk may lead prospective customers to look elsewhere for a solution that meets their branding needs. We believe that it is not unreasonable to expect full multi-branding support from a leading customer service platform like Zendesk.
We urge you to consider implementing full multi-branding support for the Guide product to ensure that companies like ours can maintain a consistent and professional brand identity across all customer communications.
Thank you.
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For clarity, I'm adding some visuals of the issue reported above.
Let's say you have your Email template set up to respond with two distinct visual identities for Brand A and Brand B 👇
When a user is following any item in Guide, the notification they will receive no longer respects the logic of the Liquid markup in the template, and the result is that all branding elements; header image, footer links etc. are included in these emails.
