Branding the agent interface

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  • Karen McElhinney

    I am having a problem getting favicon uploaded. We had one working fine but I deleted it to be replaced by our new one. I click browse, select the file and then scroll down to the bottom and click 'save tab' but nothing gets uploaded. Tried a .png and a .ico.


    Please help!

  • Jessie Schutz
    Zendesk Team Member

    Hi Karen! Sorry for the delayed response here.

    I checked with our Sustaining team and was able to find out that what you're experiencing is a known issue. The good news is that we're rolling out a fix for it today! Please let us know if you continue to experience any issues.

  • Emiliano Mochi

    Hi Jessie,

    we are having the same issue as Karen.

    We uploaded a new .ico file but there is an error telling us to try a different file format. We can upload a png but it turns into a blurry favicon.

    Is the fix you mentioned been rolled out to every account?

    Thank you.


  • Ryan
    Zendesk Team Member

    Hi Emiliano,

    I was able to replicate on my end, so let me resend this up to our team to look at. If you would like further updates on the issue at hand, please email , and we'd be glad to help -- Reference your comment as well!


  • Mike Beasley


    My company recently updated its branding colors and the new shade of blue that we use (#00b4ff) causes the sidebar icons and other text labels to switch to dark colors. Our previous blue (a darker shade, I don't recall the hex off the top of my head) used white icons and text. However, the new blue looks pretty bad with dark text and icons. Is there a way to force it to use the white iconography?

    Here are some examples of where I'm seeing this:

  • Jessie Schutz
    Zendesk Team Member

    Hi Mike! Sorry for the delayed response!

    I'm afraid it's not possible to change the color of the sidebar icons; they're automatically changed based on the relative lightness or darkness of the branding color.

    I see that you already posted about this in our Product Feedback forum; that ensures that our Product Managers will see your feedback so they can take it into consideration when prioritizing their roadmap!

  • Yunus Unia

    I'm really disappointed in the customisability of the Zendesk agent interface, for a company of this size you guys should really have more options that allow customers to make the agent interface easier to look at.

  • Nicole Saunders
    Zendesk Community Team

    Hey Yunus -

    There are a bunch of things in the works around the agent interface in 2019. If you have some specific feedback on what you think could be improved, I encourage you to share it in the Support Product Feedback topic

  • Dan Vega

    I made a Minerva interactive step-by-step guide to help you walk through changing the brand color in Zendesk. Minerva is a guide that shows you where to click, and what to do next, so you can set this up on your own account. You can follow the link here for the step by step instructions:


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