Brands
A brand decides how the desk looks to requesters: the logo and colours on portals, forms and emails, the address emails come from, and the signature under every reply. You manage brands under Settings → Brands, and choose which unit uses which on the Organization page.
Brands and units
Each brand belongs to one organization. A new organization gets a brand named after it, and you add more with New brand. Each card shows the brand's colours, its sender, and how many units use it.
A unit either uses the same brand as its parent or picks its own. To choose:
- On the Organization page, select the unit.
- Set Branding to Same as the parent, or to Own brand with one of the organization's brands.
The organization itself always has a brand of its own, so every unit ends up with one. Below the setting the page shows which brand the unit uses now, and which unit it comes from.
A typical setup is one organization brand, and an own brand for each unit that faces its requesters under another name.
Identity
Open a brand to edit it. Changes show in the preview on the right as you type; Portal and Email switch between the two. Once you change something, a bar at the bottom offers Save changes or Discard.
| Field | What |
|---|---|
| Brand name | Shown to requesters, for example in email headers and as the sender name when there is none. |
| Logo | For light backgrounds. Used in emails and on portal headers. |
| Logo on dark | Optional. Used on portal and form headers when the primary colour is dark. |
| Primary colour | Headers and buttons. Text on it turns white or black, whichever reads better. |
| Accent colour | Links and highlights. |
| Card background | The background of cards on portals and of the email body. |
| Font | System, Inter, Georgia (serif) or Monospace. |
[!NOTE] Logos are PNG, JPEG or WebP files up to 1 MB. Colours are hex values like
#1a2b3c.
Upload a logo by clicking the logo field; uploading again replaces it. Remove logo under a logo takes it away again; emails and portals then show the brand name instead.
Email sender
| Field | What |
|---|---|
| Sender name and From address | Replies and notifications go out as "Sender name <from address>". With no sender name, the brand name is used. A brand without a from address uses the installation's Default sender (Settings → Installation). |
| Email footer (optional) | Text under every email, such as the company name and address, or anything legally required. Line breaks are kept. |
[!WARNING] In production the from address must be on a domain verified with your email provider, or emails won't be delivered.
Links
Website, Privacy policy and Terms are optional full addresses (https://…).
- Emails end with the brand name, linked to the website, and Privacy and Terms links.
- Portals and hosted forms link the logo to the website and show it at the top, with Privacy and Terms links at the bottom.
Signatures
The signature is added under every reply to a requester. With more than English on (see Language), write one per language with the tabs above the field (EN, NO, SV, DA).
[!TIP] A reply uses the signature in the case's language, or the English one if there is none, so write at least the English one.
Signatures can use these placeholders:
| Placeholder | Becomes |
|---|---|
{{agent.first_name}} | The agent's Sign-off name from their profile, or else the first word of their name. |
{{agent.name}} | The agent's full name. |
{{agent.title}} | The agent's title, for example "Support specialist". Empty if they have none. |
{{brand.name}} | The brand name. |
{{brand.website}} | The brand's website. |
{{unit.name}} | The name of the case's unit. |
{{case.ref}} | The case reference, like ABC-1042. |
A new brand starts with an English signature:
Best regards,
{{agent.first_name}}
{{brand.name}}
A different signature for one unit
A unit can keep the brand but sign differently, for example with the department's name.
- Under Settings → Organization, select the unit.
- Fill in Signature override for the languages you want; leave a language empty to use the brand's.
- Optionally check it with Preview next to the field, which shows how your own replies from that unit are signed, in English.
Overrides apply to the unit and every unit below it, and the nearest override wins.
Sign replies, above the override, turns the signature off for a unit, for example a unit whose replies come from a system. Units below follow it until they set their own; Use … ’s puts a unit back to following the unit above.
Deleting a brand
Delete at the top right of the brand editor deletes the brand and its logos, after you confirm. An organization's own brand goes when the organization is deleted.
[!IMPORTANT] A brand that units use can't be deleted: give those units another brand on the Organization page first.
Previewing emails
The Email preview in the brand editor shows a reply as requesters get it: sender, logo, colours, the English signature filled in with a sample agent and case, and the footer. When you write a reply on a case, Preview the email (the eye button) shows the real email with that case's brand, language and your signature.