Multiple brands
Multiple brands
Run up to 10 brands in one workspace, each with its own voice and knowledge sources, matched automatically per ticket.
If you support several products or storefronts from one help desk, each brand can have its own voice and its own knowledge sources. TR-AI picks the brand for every ticket automatically.
How a ticket finds its brand
TR-AI checks, in order, and uses the first brand that matches; anything unmatched uses your default brand.
- Zendesk brand
- Freshdesk product
- The address the customer wrote to (exact address, then email domain)
- Chat widget key
- Phone-agent number
- 1Add a brandDashboard → Brand voice → Add brand. Give it a name and its own voice settings.
- 2Add matching rulesZendesk brand ids, Freshdesk product ids, support addresses or domains, widget keys or voice numbers.
- 3Scope knowledge sourcesTick the knowledge sources that belong only to this brand. Sources no brand claims stay shared by all brands.
Warning:Today only knowledge-base sources are scoped by brand — past resolutions and product-crawler knowledge are shared by every brand. Tickets from Intercom, HubSpot, Zoho Desk, Salesforce and the public API carry no brand hint, so they use the default brand.
- With more than one active brand, the 7-day answer cache is skipped so one brand never receives another’s cached answer.
- Deleting a brand moves its tickets to the default brand and makes its knowledge sources shared.
- After a downgrade only the default brand is used and every source counts as shared again; your brands come back if you upgrade.
Tips & tricks
- Keep shared sources for things that really are the same (billing, accounts) and scope product docs per brand — it stops one product’s steps leaking into another’s answers.
- Give each brand its own support address; email matching is the most reliable rule for email tickets.
- Check a few tickets per brand in the review queue after setup to confirm the right voice was used.