When downgrading your Zendesk Support account from using multiple brands to one brand, there are a few actions you need to take in order to complete the transition.
- Remove all secondary support email addresses from your brands.
Having multiple brands means having multiple subdomains and email addresses for each brand. When you downgrade from multibrand, the email addresses for your secondary brands will only disappear once you have removed all email addresses (except for the brand's default email address) in the Email admin page.
- Change your macros.
If you have macros with actions that assign a brand, you need to go into those macros and remove the action manually. If you do not, and you apply the macro to a ticket, an error will occur that will prevent you from being able to save the ticket.
- Check all business rules.
Similar to macros, to fully clean up your account, please check your Triggers, Automations, and Views for any lingering conditions that relate to brands.