Host mapping - Changing the URL of your Help Center

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91 Comments

  • Dirk Koehler
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    For HSTS is it possible (besides controlling the max-age) to control or set `includeSubdomain` directive on the `strict-transport-security` response header?

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  • Alexander Popa
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    Hi Dirk!

    Unfortunately, amending this would not possible from the Support interface.

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  • Dirk Koehler
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    @Alexander, sounds like it possible outside of the support interface then? if so, what's the process to get it enabled for us?

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  • Kevin Sanders
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    Thanks for the guide - followed these steps and was able to set up support.mydomain (with ZD SSL) perfectly.

    Then, I wanted to update host mapping to use the subdomain help.mydomain which I believed would work just fine according to this guide:

    The SSL certificate covers all your host-mapped domains. Zendesk generates a new SSL certificate when you add, update, or delete a host-mapped domain. Zendesk automatically renews the SSL certificate before it expires.

    I was wrong!  Now, I seem to be completely locked out of my dashboard AND Help Center.  I get "403 Forbidden", SSL cert errors, and I can't log in to the default mydomain.zendesk.com dashboard either because of redirection.

    Any ideas of how I can just revert these changes, and go back to mydomain.zendesk.com?

    Thanks!

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  • Brett - Community Manager
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    Hey Kevin,

    Looks like you have a ticket created with our Customer Advocacy team here. They'll be able to dig into this further and get you access to your Support account again.

    Thanks!

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  • Yule
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    Hi,

    Initially I added a Hostmap url and enabled zendesk provided ssl.

    Now I have to change the the Hostmap url. In Security I dont see an option to change the Zendesk Provided SSL for the new Hostmap url. I have read a couple of articles asking to disable and renable zendesk provided ssl. But there is no option to disable Zendesk provided ssl, once I have enabled it for a hostmap url.

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  • Brett - Community Manager
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    Hey Yule,

    Looks like you submitted a ticket to us and one of our Advocates is working with you to get this information updated :)

    Our team will continue working with you on this ticket.

    Cheers!

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  • bill
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    I have the same issue as Yule - initially set up our Host Mapping to support.MYDOMAIN.COM with Let's Encrypt certificate from ZenDesk (this worked) and now can't change it to help.MYDOMAIN.COM as the old certificate for support stays around.  I've tried removing Host Mapping completely, and the Security->SSL page then shows no certificate, but when I add Host Mapping to the new help.MYDOMAIN.COM, the old certificate for support.MYDOMAIN.COM shows up instead of offering me the choice of ZenDesk creating a new Let's Encrypt certificate for help.MYDOMAIN.COM

    I have a support ticket in as well but have not heard back yet.

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  • Brett - Community Manager
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    Hi Bill,

    Can you confirm you've set up the new host-mapping name under Admin>Settings>Account? Additionally, if you want to change your domain you will want to disable the SSL Certificate, update the domain, then re-enable.

    If you continue to run into any issues let me know!

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  • bill
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    Brett and the ZenDesk team solved my problem.  We scheduled a time for me to change the Host Mapping  from support.MYDOMAIN.COM to help.MYDOMAIN.COM, then the ZenDesk folks removed and replaced the Let's Encrypt SSL Certificate with one for help.MYDOMAIN.COM.

    Thanks again to the ZenDesk support team!

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  • Brett - Community Manager
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    Happy to help Bill :) 

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  • Bonne Wilce
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    Hi,
    Is it possible to use host mapping if I have an essential support with professional guide?

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  • Patrick Bosmans
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    Hello Bonnie,

    You would need to be on Team plan or above to take advantage of this feature.

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  • Bonne Wilce
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    Thanks Partrick, The price jump from essential to team is quite large. 
    If i take out an annual subscription and start off with essentials is it possible to upgrade to team later and pay the difference for the year remaining ?

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  • Brett - Community Manager
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    Hey Bonne,

    If you decide to upgrade to Team at a later date and you're set up with annual billing, you'll only need to pay the difference for the remaining year.

    Let me know if you have any other questions!

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  • Charles Fox
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    This article is great unless you have multiple brands. None of the images or suggested steps match what is available/visible when multiple brands are set up. Although there are articles about multiple brands, there are no articles like this one for a major domain change for a customer with multiple brands.

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  • Brett - Community Manager
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    Hey Charles,

    The required steps to set up host-mapping should be the same if you were to have multiple brands set up. The only difference would be the location where you enter your subdomain which is touched upon in this article: Setting up multiple brands (Enterprise)

    Are there specific steps in this article that aren't clear when looking at a multi-brand account?

    Let me know!

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  • Melody Quinn
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    We are on Support/Guide enterprise plan and are wanting to change the url of our help site to our own company’s url. In the “Host Mapping” setting under Account I have entered the url we want our help site to be (help.mycompany.live). When an anonymous or end user uses that url (help.mycompany.live), it does go to our help center, however the url that is displayed is our Zendesk url (ourcompany.zendesk.com). Is there a step I am missing?

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  • Melody Quinn
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    It looks like we did not have the Zendesk-provisioned SSL enabled! Problem is solved!!!

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  • Brett - Community Manager
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    Thanks for the update Melody :)

    Glad you were able to get this issue resolved!

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  • Alexander Christiaan Jacob Dekker
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    Hi! I added host mapping for a certain domain, and requested an SSL certificate for it. So far so good. Then I changed the host mapping to another domain, but the SSL certificate is still assigned to the first one. The (new) domain now returns a 403. It appears I cannot remove the SSL certificate. What do?

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  • Brett - Community Manager
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    Hey Alexander,

    Sometimes the SSL certificate can take a bit of time to update. Does it give you an option to remove the certificate and re-add it? If not, any chance you could provide a screenshot of what you see on your end?

    Let me know!

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  • Alexander Christiaan Jacob Dekker
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    Hi Brett - Community Manager,

    There was an option to re-add a certificate, but that didn't appear to work. I have since been logged out, and now I can't even access the admin (and thus also cannot make a screenshot). When I try to access our subdomain at Zendesk, or try to log in, I'm redirected to our own subdomain, and it returns a 403.

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  • Brett - Community Manager
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    Hey Alexander,

    I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this for you. You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Cory Waddingham
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    Hi,

    Hopefully this is a quick question: we have two brands, both of which are using host mapping with SSL managed by Zendesk. In both cases, when agents open bookmarks to existing KB articles, they cannot see the article (articles are limited to just those customers paying for support). If they sign into the agent dashboard then use the four boxes in the upper right to access the Guide, they can see the articles fine. And once they have done that once in a 24-hour period, they are fine to open bookmarks directly to the articles again. 

    Looking at the cookies for the main Zendesk site, our host mapped domain is not included in the domains available to either `_zendesk_cookie` or `_zendesk_authenticated`. That cookie does not get set until:

    1. Navigate to the agent dashboard.
    2. Sign into agent account.
    3. Click the four boxes in the upper right corner, choose Guide.
    4. Make use of the help center. 

    After being sent to the Guide this way, access to the entirety of it is restored without any problems. 

    My question is, how do we cut out step 3 so that after someone logs into their Zendesk account they can just open a bookmark and go straight to the article they want? 

    We are using SSO through a third-party provider for customer access and Zendesk auth for agent access. We want to switch to using the same SSO for agents, and testing in the sandbox shows this works fine. However it does not solve the problem of not getting access to the help center without jumping through the above hoops. 

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  • Jeremy Robinson
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    Cory Waddingham

    You mentioned you have two brands, are you using Zendesk with multi-brand functionality? I suspect this is due to how the link is being passed through and handled by the browser settings or network you are on.

    When I tested on my end (we don't use SSO for agent login, just standard Zendesk auth) and it redirected us to the desired article after successful login. When your users click on a bookmark and are prompted to sign in, do you see the redirect portion of the URL in the address bar before they login? I tried different systems, and private browsing windows with the same end result - working successfully.

    It should appear similar to this:

    https://company.zendesk.com/hc/en-us/signin?return_to=https%3A%2F%2Fcompany.zendesk.com%2Fhc%2Fen-us%2Farticles%2FArticleTitle

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  • Cory Waddingham
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    Jeremy Robinson yes, we're using Zendesk's multibrand feature. We're also using different domains for each brand, and do not expose our zendesk.com domains to customers normally. Our knowledge bases are both hosted under our custom domains. 

    Bare in mind, I'm talking about staff accounts. Not customer accounts. Staff accounts should be redirected to the agent portal after logging in; this is normal behavior. The problem, or rather the annoyance, is that once logged in staff members have to use the Zendesk UI to navigate to the Guide. They can't just open a new tab and click a saved bookmark, not until after navigating to the Guide using the Zendesk UI.

    It's pretty clear that what's happening is Zendesk is not including our custom domains in the list of domains that their cookies are authorized to provide access to. Which considering we have those configured in Settings->Brands, so the Zendesk software knows about them, is a little confusing. You'd think they would just include those additional domains in the cookies in question, so that requests to pages on those domains are authorized. But again, those cookies aren't being set until a staff member navigates to the Guide within the Zendesk UI. 

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  • Jeremy Robinson
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    Cory Waddingham thanks for clarifying. I am seeing if anyone else has seen this or has a good workaround for the issue you are seeing with multi-brands and SSO redirect links. 

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  • Cory Waddingham
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    Hi Jeremy Robinson, any update on this question? 

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  • Jeremy Robinson
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    Hi Cory Waddingham thanks for checking back. I haven't heard anything, but have sent the alert out again for everyone to take a deeper look.

     

    (I don't use multi-brand directly, which prevents me from testing this further in the scenario and annoyance you presented to try and help troulbeshoot further)

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