Renaming your subdomain: the side effects

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  • Isaac McReynolds
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    Is there any way to have display as

  • Hung Vo
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    Regarding mobile sdk after change the sub-domain. Can I just pre update the new URL on the mobile code first to submit to the app store before i do the real change on zendesk? 

  • Benjamin Goff
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    Hi Hung Vo,

    I would advise changing your subdomain in your Zendesk account prior to submission to the app store. It will ensure that the subdomain in your code is working and any review of your app goes quickly. Otherwise if it's something that comes up in the review, you should be able to discuss it during the feedback step of publishing an app.


    Ben Goff

  • Ryan DeRobertis
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    Hi Isaac,

    You can use host mapping to accomplish your desire "to have display as". More details can be found here. Thanks!

  • AimeeS
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    You write "You'll also want to ensure that any CNAME changes and certificate updates are done with our customer service team in advance to changing your subdomain". 

    I am on a plan that does not have access to customer service via email, and when I wrote to inquire what I need to do with customer service to ensure the above, they said they wouldn't answer me. 

    What is required of people who do not have customer service access in lieu of "ensure that any CNAME changes and certificate updates are done with our customer service team in advance to changing your subdomain"?

  • Jessie Schutz
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    Hey Aimee!

    I'm guessing that you're on the Essential plan, since that's the only one that doesn't include email support. Please let me know if I've missed the mark!

    CNAME changes and certificate updates are related to features that aren't available on the Essential plan (namely, host mapping and SSL encryption). Since you don't have access to those features, you don't need to worry about making any updates to them.

  • Adam Goldberg
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    Wait, did this change, like, yesterday?  I no longer see the subdomain field on the Branding page under Account settings.  Are there any other changes I need to know about as I'm heading into a company rebranding exercise soon?

  • Stephen Fusco
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    Hey Adam, 

    No changes were made to this field. You may want to try clearing your browser's cache and cookies as that could be contributing to you not seeing the subdomain section. If that does not work please reach out to us at and we'd be happy to take a look. 

    Also you would only be able to change this if you were the account owner so that may also be to blame. 

  • Shydemoyer
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    We are rebranding our product and want to change the subdomain for our Zendesk help.

    I read through this page, Renaming your subdomain: the side effects . However, when I follow the steps and sign into my Account and go to Settings > Account, I don't see a section for Subdomain. I only see: 

    • Color
    • You Zendesk Account Name
    • Favicon
    • Hostmapping
    • Zendesk Support Multibrand.

    Has the option moved to another part of the settings? Or do I not have the requisite permissions? if so, how do I request a change?




  • Heather R
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    @Shydemoyer I believe you have to be the account owner and not just an admin...

  • Jay Jumawan
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    How do I mass edit all the unsolved tickets? What would also be a good example of a comment to post to all these unsolved tickets once I make the subdomain change?


    Ticket replies

    If you use email notifications, customer replies to Open or Pending ticket notifications sent prior to the subdomain change will not be received in your account or added as updates to those tickets. All ticket URLs sent in email notifications prior to the subdomain change will now also be invalid. To correct this, you'll want to update all of these with a public comment after changing your subdomain.

    Start by creating a view of all the unsolved tickets in your instance of Zendesk Support. If you haven't done too much customization, you might already have this native view active in your account.


    From this view, you can mass edit all your tickets with whatever comment you like. The new reply to email address will now be valid, and if you use the {{ticket.URL}} placeholder, it will populate with the updated ticket URL.


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