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Host-mapped Help Center URL redirects to agent interface

Danielle Jensen
  • Edited

Issue Symptoms

I am being redirected to the agent interface when I type in the URL for my host-mapped Help Center, using the following format:

https://support.mycompany.com/

I expect to be brought to the Help Center, not the agent interface.

Conditions

  • Help Center has a host-mapped URL
  • Agent is signed into the Support account
  • Agent goes to host-mapped URL and is redirected to the agent interface

Resolution

By design, if an agent is logged into their Support account, and types in any URL for their Support account (including the URL for host-mapped Help Centers), they are brought to the agent interface. If you would like to ensure you're directed to the Help Center every time you type in the host-mapped URL, add "/hc/" to the end of URL.

The format of your URL should look like this: https://support.mycompany.com/hc/

For more information, see Changing the address of your Help Center subdomain (host-mapping) - Specifying the new address.

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6 Comments

  • Austin Lacey
    Zendesk Community Team

    Hi Justin,

    Thank you for reaching out! 

    Currently it is only possible for end-users to work on the host-mapped subdomain. Users working in the agent interface will be redirected to the {your-subdomain}.zendesk.com domain. 

    Let us know if you have any further questions!

    1
  • Ryan C.
    • Edited
    Hi Prasannaa, 
     
    Thank you for reaching out! My name is Ryan and I'll be assisting today. :)
     
    You won't be able to redirect anything from within your Zendesk settings, but you can make changes to your DNS record as soon as you can access it. You can fix the previous redirect URL that was added to your DNS record. 
     
    This is customization and is unsupported, but since the article is unpublished during this time, you can also navigate to Guide Admin > Customize Design > View Theme > Edit Code > script.js. From there you can add the following javaScript to tun a redirect when the page loads. 
     
    $(document).ready(function() {
      
      if (window.location.href === "(URL to redirect from"){
    window.location.href = "(new URL)";
    };
     
    For now I would follow the instructions below and deactivate your Guide page if you're unable to alter the DNS record right away or add the js redirect!
     
    Navigate to your Guide page > Guide Admin > Settings > Scroll all the way down > Select "Deactivate". 
     
    I hope this helps! Please let us know if there's anything else! 
    0
  • Justin Wedes

    Is it possible for both end-users and agents (of all permission levels) to be host-mapped to the subdomain rather than Zendesk? That is, can my agents work in Support on my custom host-mapped subdomain?

    0
  • Justin Wedes

    Thank you. One more question: When end-users get email notifications, they come from our support@{your-subdomain}.zendesk.com domain. Is it possible to change this From address to the host-mapped domain?

    0
  • Prasannaa Ganesan

    I am in a need of urgent help and anything you can do to help is much appreciated.

     

    Here is the URL we wanted to direct some of our customers to. https://support.corel.com/hc/ja/articles/360008468793

     

    By mistake this URL  https://corel.zendesk.com/knowledge/articles/360008468793 which is the agent interface got published and it is on over 20,000 physical software/hardware boxes that the user reaching this page are being forced to register with Zendesk. 

     

    Is there a solution for this? Can we do a redirect from a zendesk perspective?

    0
  • Austin Lacey
    Zendesk Community Team

    Sure thing - you can add external email addresses to Zendesk which will allow you to receive and reply to tickets from your custom domain. Directions on how to set-up the external addresses can be found here.

    Tickets will automatically be replied to from the address where they are received. We do have an app in our marketplace that would allow you to select a different address from your configured addresses. Here's a link to that app. 

    0

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