Deskpro has a number of features that make your Multi-Branded Help Centers more effective.

Community in Multi-Brand

You can create brand-specific Forums and Statuses for Community Topics and keep all the Topics housed under the specific brand they are assigned to.

Once Community is enabled across your Help Centers you can manage which section you want to be displayed from Help Center > Configuration.

To apply relevant settings to each of the Help Centers, such as Forum, Statuses, Labels and Fields, you can go to Help Center > Community.

Tickets and Triggers in Multi-Brands

Tickets in your helpdesk can help your Agents to prioritize their workflows. In the helpdesk, Tickets can be associated with a particular brand, either from an Agent allocating them to a brand when a Ticket is created, or by Tickets being automatically routed to the relevant brand from your brand's Help Center form.

You can set up Ticket Triggers to ensure that Tickets will be automatically routed to the correct brand, department or Team when they're submitted. When Tickets have been linked to a specific brand your helpdesk will allow you to group Tickets by brand or create filters to track the Tickets for specific brands.

With the crieria in the screesnhot below for example any ticket submitted to our Complaints department will be assigned to the 221B Energy brand.

Email Templates

Within Deskpro you can edit and create email templates to suit a wide variety of needs, you can read about this in more detail in Editing Email Templates section.

To fit into a Multi-Branded Help Center, you can edit your email templates to display specifically branded templates in response to the conditions that a ticket meets, this can include varying the logo, or brand colors based on the brand an Agent replies on behalf of.

Agent Permissions in Multi-Brand

Agent Permissions control what an Agent can see and do on the helpdesk. To assign Agents to a particular brand you can allocate them to a Department with the permissions to operate within that brand, this will limit the Agents within that department to actions within that brand.

You can read about Department Permissions in more detail in Agent Department Permissions.

Escalations in Multi-Brand

Admins create escalations as a global action that apply on a wide-scale across the whole helpdesk, but can be applied to specific Departments or Teams, to ensure that Tickets aren't left unanswered or unresolved.

As limitations can be applied to escalations they can be allocated to a particular brand, so that Tickets created under that brand undergo a specified action when left in the same state for a pre-defined amount of time, and these settings can vary across each of your different brands. You can set these through Business Rules > Escalations and setting up escalations where the criteria must be a particular brand.

SLAs in Multi-Brand

You can customize your SLAs by brand to set specific time based goal for each of your individual brands. This can help you to monitor your SLAs easily and ensure that you are meeting agreed upon standards both internally and externally.

You can create an SLAs allocated to a brand in Business Rules > SLAs by setting the application of the SLA to occur on Tickets that match certain criteria where the specific brand is a condition of the SLA.

Snippets in Multi-Brand

Snippets save your Agents time by avoiding them having to type the same common response time and time again. Snippets that are created in your helpdesk will be stored in a Snippet library for easy access so that Agents can quickly insert them into a response, which auto-populate details from the Ticket and the helpdesk to complete the message.

These can have a variant that inserts individual brand names so that Agents across your entire helpdesk can insert the same canned response but with the relevant brand name being inserted into the message.

This Snippet can be quickly inserted via shortcode, which always start and end with a '/' sign, in this case it could be '/Good Morning/' and an Agent typing this into the Ticket will insert the same message.

Reporting in Multi-Brand

Deskpro offers over 150 built-in reports that you can customize to display any relevant data, in just about any combination you like. You can do this by editing the raw DPQL query language to build your own reports, or use the guided DPQL process.

You can present your stats on a customizable dashboard, and generate a number of reports split by your brands to allow a direct comparison between your separate brands' performance.