Is there an option to configure the Knowledge app to create articles in a specific brand other than the ticket brand? | Community
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Is there an option to configure the Knowledge app to create articles in a specific brand other than the ticket brand?

  • October 6, 2025
  • 3 replies
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Heather12

Hi, I believe this is a no, but I'm not seeing it specifically in resources. Is there an option to configure the Knowledge app to create articles in a specific brand other then the brand that the ticket is located? 

 

I know we can set the default search filters, but what about the create option at the Knowledge app level. I'd like to avoid making it more challenging for our support engineerings by having them select the brand and then locate the section and keep it at they only need to select the section. 

    3 replies

    Francis14
    • Francis14
    • December 31, 2025
    Hi Heather,
     

    Currently, the Zendesk Knowledge app does not support creating articles in a brand different from the ticket’s brand. Article creation within the app is tied to the ticket’s brand context, and while you can configure default search filters to help agents find content more easily, there isn’t an option to set a separate brand for article creation. To simplify the process for support engineers, it’s best to organize help center sections clearly within each brand so agents only need to select the relevant section. If cross-brand article creation is essential, you may need to explore custom app development.

     

     
    Heather12
    • Heather12
    • Author
    • January 30, 2026

    Thank you for confirming that this is not currently possible in the Knowledge app, @francis14. 

    Heather12
    • Heather12
    • Author
    • January 30, 2026

    @francis14, I tested this further in our Sandbox environment and thus far, found that this possible if: 

    • The brand that you want to post to another brand Knowledge Base doesn't have a knowledge base configured. 
    • The Knowledge app default search brand is the brand where you want the articles to publish - I tested this with two brands having templates set up in a Knowledge Base and with only one having a template set up in a Knowledge Base and in both scenarios, the Knowledge Base brand was always the one that was the default search brand. 
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