Run multiple brands from one workspace

One flyhelpdesk workspace can operate several brands — perfect for agencies, holding companies, or a business with distinct product lines. Each brand has its own name, colour, logo and support address, and its own departments, queues and incoming email, while your agents work everything from one shared inbox. Manage them under Admin → Brands.

Create a brand

1. Go to Admin → Brands and click New brand.
2. Set the name, brand colour, logo and a support email. The first brand is your default — the identity used whenever a ticket isn't tied to a specific brand.
3. Save. You can make any brand the default later, or deactivate one without deleting it.

Give a brand its own queues

Under Admin → Queues & Departments, every department and queue has a Brand selector. Assign each to the right brand, and use the brand filter at the top of the page to focus on one brand at a time. A ticket automatically inherits its queue's brand.

Separate incoming email per brand

Each queue can have its own support address (e.g. support@brand-a.com vs support@brand-b.com):

• Routing address — mail your shared mailbox receives for that address opens tickets in that queue.
• Dedicated mailbox — or give the queue its own IMAP inbox to poll directly. Enter the host, credentials and folder, then Test mailbox login to confirm it works before saving.

Outbound email per queue

The Outbound email section controls how replies leave:

• Replies are sent from the queue's own address, so customers see a consistent identity both ways.
• By default the queue sends using its mailbox's credentials; flip Use a dedicated SMTP server to point at a different host/port/user for sending.
• Send a test email delivers a real message through that server so you can confirm it works before going live.
• Turn off Send a "ticket created" email for noisy queues (e.g. a sales inbox that gets spam) so those don't each trigger an acknowledgement.
• Turn on Add a tracking link to replies to include a status link — but only for customers who aren't registered on your portal.