Deactivating or deleting a brand

Retiring a brand is mostly about what happens to its tickets, its addresses and its help centre. Deleting is rarely the right move.

Retiring a brand is mostly about what happens to its tickets, its addresses and its help centre. Deleting is rarely the right move.

Deactivate rather than delete

1. Open Admin Center, then Account, then Brand management, then Brands.
2. Deactivate the brand.
3. Its help centre goes offline and it stops being available on new tickets.

Existing tickets keep the brand, so history and reporting stay intact. That is the difference from deleting, which takes the brand off tickets that had it.

Before you deactivate

• Decide what happens to its email addresses. Customers keep writing to them for months. Leaving them active and routing to another brand is usually kinder than letting mail bounce.
• Deal with its help centre articles. Move what is worth keeping to another brand's help centre before the site goes dark.
• Set up redirects if the help centre had traffic, so search results and links do not land on nothing.
• Check your rules. Triggers conditioned on that brand stop matching, which is correct, but rules that assign it as a default need changing.

Tell customers before the site disappears

A help centre going offline without notice is the part people feel. A short banner on the old site for a few weeks, pointing at where things moved, costs nothing and prevents a run of confused tickets.

See also

• Adding and configuring a brand
• Decommissioning a support address
• Can I redirect traffic from deleted articles