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Learn how to deactivate or delete brands to manage your support operations effectively. Deactivating a brand stops new tickets and help center access but retains existing ticket visibility. Deleting a brand is permanent, removing all tickets and support addresses. Ensure to update macros, business rules, and communicate changes to customers before deletion to avoid errors and disruptions.
This article describes how to deactivate and delete brands. For information about editing your brands, see Editing brands. For a list of other resources, see Multibrand resources.
Deactivating brands
When you deactivate a brand, consider the following consequences and best practices:
- End users can't submit tickets to that brand or visit the help center for that brand.
- You will continue to see the brand on existing tickets.
- New channels can't be created for the brand.
- Emails sent to the brand's support address will create tickets for your default brand.
- Agents can still visit the help center for the deactivated brand.
- Admins can continue to add team members to the brand.
- Inactive brands with host-mapped addresses turned on still require a valid SSL certificate. Therefore, if an inactive brand no longer requires host mapping, we recommend removing it.
- The brand's Web Widget disappears from the Messaging page in Admin Center after you deactivate the brand, but reappears after you reactivate it.
To deactivate a brand
- In Admin Center, click
Account in the sidebar, then select Brand management > Brands. - Click the menu icon beside the brand, then select Deactivate.
The brand moves to the bottom of your list of brands. You can activate the brand again at any time.
Deleting brands
When you delete a brand, it cannot be recovered, and end users and agents can't submit tickets to that brand or visit its help center.
Before you delete a brand, consider the following consequences and best practices:
- If the brand you want to delete is the default brand, you must first set a new default brand. If the brand is the agent brand (the brand agents are routed to when they sign in to Zendesk), you must change the agent brand before deleting it.
- No new tickets will be created with the deleted brand.
- All unclosed tickets will be reassigned to your default brand.
- Team members assigned to the brand as their only brand membership will be added to the default brand.
- No new contacts can be created for this brand.
- If a macro is applied that references a deleted brand, it will cause an error, and the ticket update will not be saved. To prevent this, check macros and business rules for references to the brand you are removing and edit or deactivate these as needed.
- All support addresses in the domain will be deleted. Therefore, it might be necessary to remove the email forwarding for any external support addresses so that they no longer point to Zendesk. However, if you still plan to use these support addresses going forward, you'll want to add them again and associate them with a new brand.
- Any emails sent to Zendesk support addresses (ending in .zendesk.com) associated with the deleted brand will be rejected. Therefore, we recommend communicating this change to your customers before you delete the brand if they use those support addresses.
- Depending on your workflow, we recommend bulk updating tickets associated with this brand to assign them to a new brand. When a brand is removed, any tickets associated with the brand that are not in a closed status will be automatically updated to reflect your default brand.
- If there's a help center associated with this brand, it will be removed when the brand is deleted. If you've created knowledge base articles in that help center and want to save that information, you can only do that before deleting the brand.
- You will continue to see the deleted brand on existing tickets.
To delete a brand
- In Admin Center, click
Account in the sidebar, then select Brand management > Brands.
- Click the menu icon beside the brand, then select Delete.
The brand is removed from your list of brands.