Changing the address of your Help Center subdomain (host mapping) Follow

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34 comments

  • Avatar
    Ed Pastore (Edited )

    If we make this change, will links to the original urls (the xxx.zendesk.com urls) still continue to work? Including through API access?

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    Jessie Schutz

    Hi Ed!

    Yes, those links will still work!

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    OliviaBasileo

    Hello!

    So my company already has a support page on its website, and we want the Help Center to replace that page-- as in, we want to map the existing support subdomain of our website to the Help Center. If we already have SSL for our website, do I still need to go about obtaining a new one?

  • Avatar
    Alex Culligan

    Hi Olivia,

    Not as long as that SSL also covers the subdomain that you will be Host Mapping.

    You would just have to upload the existing SSL to your Zendesk account. Here is the article on what you will need to do. Let us know if you have any other questions.

  • Avatar
    GaryWalker

    How do you access ZenDesk if the cert has expired.  I can't get in to refresh it?

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    Jessie Schutz

    Hi Gary!

    You should still be able to log in to your Zendesk even if the SSL cert is expired. Can you describe the behavior and any error messages you're getting?

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    Jason

    Sorry if this has already been asked. I recently opted into using the zendesk provisioned SSL and after doing clicking "save" there is a new checkbox below which says, "Instruct browsers to require SSL on your host-mapped domain for up to one year". Do you recommend checking this? 

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    Dominic Torkovsky

    Hello Jason,

    we wouldn't have specific recommendation for this, but as per article the default for Zendesk SSL-enabled domains is 1 day. Please also find our article here on

    Providing secure communications with SSL

     

  • Avatar
    Charles Wilson

    If you setup host-mapping for your zendesk subdomain, be aware that users will need to allow cookies from third parties in order to login. 

    Zendesk generates tickets with your host domain (example.company.com) as well as subdomain.zendesk.com.

    Users who do not enable third-party cookies will see an error that they need to enable cookies, even if cookies are enabled for "Sites I visit". "Allow from third party sites" must be enabled. 

  • Avatar
    Jon Schmok

    I noticed that when I browse to:

    https://support.mycompany.com it changes the address in the address bar to https://mycompany.zendesk.com/hc/en-us.

     

    Is this by design or is something not setup right? I will say, I haven't enabled SSL yet but that shouldn't matter, should it?

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    Jake Bantz

    Hi Jon,

    You want to be sure that you have setup some sort of hosted SSL as defined above. You can either upload your own certificate or sign up for an SNI certificate. Have a look at the section titled "Setting up hosted SSL" above.

    Hope that helps. If you continue to have issues, feel free to submit a ticket.

  • Avatar
    Anton Maslov (Edited )

    There is a note under Host Mapping: 

    >Use this setting to map one of your own domain names to Zendesk (for example use support.mybusiness.com, instead of plesk.zendesk.com). The domain name you enter here is also used in the email notifications sent from your Zendesk

    In fact it does not work at all:

    {{ticket.link}} - does not work, it shows sub.zendesk.com

    #{{ticket.id}} - does not work, it shows sub.zendesk.com

    {{ticket.url}}  - in macroses does not work

    The only way is to write something like this: 

    https://mydomain.support.com/{{ticket.id}}

     

  • Avatar
    Adrien Le Roy

    Hello,

    Is there a way to have your Zendesk help center in a repertory of my website (www.mywebsite.com/helpcenter/...) instead of a subdomain (helpcenter.mywebsite.com/...) ?

    If so, is there an easy way to transfer my existing help center from a subdomain to a repertory ?

    Thanks !

  • Avatar
    Peter Hochstrasser

    A tip for all who try to use a wildcard certificate to serve multiple brands: 

    The CSR generator offered in Zendesk does not allow to specify a host name. You will have to use an external tool to generate the CSR, for instance openssl.

    To generate the request and get both request and the required private key file, use the generator offered by Digicert: 

    The resulting command line can be used for instance on a Mac Terminal session. The Mac has installed openssl by default.

     

    P.

  • Avatar
    Sean C (Edited )

    Peter: Why bother when they now offer gratis integration with LetsEncrypt? One less thing to expire and go wrong.

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    Sean C

    I may be misreading my DNS checks, but to my eyes:

    Doing this seems to result in the MX record for the CNAME target being valid for the host mapped subdomain, aiming SMTP traffic at a ZenDesk domain. If that's the case, can we use those interchangeably or get the host mapped subdomain added to the list of available domains for internal email addresses?

  • Avatar
    Peter Hochstrasser

    @Sean C:

    Which comment does your comment refer to?

  • Avatar
    Peter Hochstrasser

    @Sean C: 

    Correct for Zendesk. However, not all tools are that customer friendly in this respect. Since we use a few others that require to submit a cert, this has just been standard procedure.

    P.

  • Avatar
    Sean C

    Community center idea related to my comment above, calling on ZenDesk to start accepting and routing messages sent to our CNAME records. They inherit the target domain's MX record anyway, so why drop those messages?

    https://support.zendesk.com/hc/en-us/community/posts/115006289767-One-domain-ZenDesk-Guide-Mail

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    Justin Smith

    Is it possible to have the URL be companydomain.com/help instead of help.companydomain ?

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    Pardeep3

    Hi,

     

    Can we remove hc/en-us from the url??

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    Jake Bantz

    Hello,

    The URL cannot be modified beyond the subdomain being utilized for your account, anything from the '/hc/' and beyond will always be consistent. If you would like more control over the URL, you could host your knowledge base pages on your server and use the Help Center API to map the content into your site.

    Hope this helps!

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    Karen Stephen

    Hi, 

    I'm trying to update my SAN cert with additional subdomains.  I used the same CSR to generate the updated cert, but I can't upload the cert to have the names added without the key.  Where do I find the key?

     

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    Alexander Popa

    Hi Karen! The private key can be downloaded from the server used to generate the CSR file. You can also request a CSR file from your Support account. If the SAN SSL certificate is issued based on the CSR file generated from your account, you won't need to upload a private key, as this is saved against our back end. I hope this helps!

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    Huilee

    Hi, I've changed to a new address "support.mybusiness.com". How do I keep that URL instead of https://subdomain.zendesk.com/hc/en-us?

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    Alexander Popa

    Hi Huilee! You'd need to enable the Zendesk provisioned SSL certificate, or upload your own cert, by navigating to Settings - Security - SSL. This will do the trick!

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    Justin Smith

    Is there a best practice for changing the Help Center URL when rebranding/changing the company name?

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    Jessie Schutz

    Hey Justin!

    We actually have an article on this which should help you with any questions you might have. You can find it here: Renaming your subdomain: the side effects.

    Let us know if you have any other questions!

  • Avatar
    Pierre L.

    At the beginning of the article you mention that Host Mapping is available in :

    - Guide : Lite and Professionnal

    - Support: Team, Professionnal and Enterprise

    If I go to Settings -> Account: I have the option for Host Mapping and it's already used

    If I go to Subscription I have : 

    - Support : Regular

    - Guide: Legacy

    Does this Host Mapping is still available for this subscription plan ? As it's working now, I don't see obvious reason why it should stop, but just in case... we are looking to change that name.

  • Avatar
    Jake Bantz

    Hi Pierre,

    You're good to go. You can update your host mapping as you wish.

    Both of your plan types (Support - Regular and Guide - Legacy) are grandfathered in here. Since you last subscribed or updated your plan type we went through some plan restructuring and naming, but left your plan as is.

    Hope that helps!

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