Host mapping - Changing the URL of your Help Center

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106 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Cory,

    This may be related to a known issue that came up in the past around SSO. I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this further with you.

    Cheers!

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  • Samrat Komaravelli

    Images in the document are not indicative of current setup. for ex: the SSL certificate page.

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  • Matt Wilson

    *WARNING* -- Similar to two others we (only now) see in the comments, we're currently stuck after trying to change from one host map URL to a new one following a rebranding.  The SSL tab in Zendesk continues to show the old hostname with no way to remove or change it.  The other two in the comments had to go through Customer Advocacy to get it resolved, so I'm assuming we will, too... but it's after-hours, so we can't. 

    *REQUEST* - Please, please, please update the "Side Effects" article to warn people that they will need to make the change via the support department and *during* their Zendesk plan's support hours!

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  • Nicole S.
    Zendesk Community Team

    Hi Matt -

    Thanks for your comment. We'll send your recommendation to our documentation team for review.

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  • Steve Wekarchuk

    Is it correct to assume that if we implement 'Host Mapping', that the URL agents email customers from the Knowledge Capture (Link Article) function will be the new URL and not the "subdomain.zendesk.com" URL?

    Thanks, Steve

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  • Erika Camille Sundian
    Zendesk Community Team

    Hello Steve,

    Yes, once you have implemented host-mapping, all the existing embedded links in your Help Center articles will redirect as expected. We can confirm that article links in Knowledge Capture will continue to work and will simply redirect to the corresponding article in your newly hosted domain as expected.

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  • Rex Jakobovits

    I upgraded to Support - Team so that I could use host mapping.  I followed the instructions and now help.mycompany.net gets redirected to mycompanyhelp.zendesk.com/hc/en-us.  I was really hoping that our help articles would live directly under help.mycompany.net/hc/en-us rather than redirecting. I don't want our customers to see "zendesk.com" in the URL; that was the whole point!  Am I missing something?

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  • Pawan Gupta

    Good step

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  • William Brown

    Hi there,

     

    I have followed the above steps, and want to alter the domain of our email address from support@---------.zendesk.com to support@zendesk.-----------.com.au.

     

    Is this possible? Or do the above steps only apply to support centers?

     

    Thanks very much in advance

     

    Will

    ---

    This ticket has been edited by the Zendesk Community Team to redact email addresses.

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  • chen wang

    hi

    My company made a mistake when doing CDN acceleration domain name.

    ' is a valid CNAME but does not reference xxxx.zendesk.com. Please verify your DNS settings.'

    Is there any document or operation method that can assist us to add CDN to accelerate the domain name

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  • Matt Swanborough

    Hi, 
    If I change both the mycompany.zendesk.com and support.mycompany.com URLS will the rest of the URL stay the same? As in the part with aritcle ID etc? 

    Also any idea where I can insert a global redirect so that "old URL + article ID" get redirected to "new URL + article ID" if the above is the case?

    Thanks

     

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  • Austin Lacey
    Zendesk Community Team

    Hi Matt Swanborough,

    The rest of the URLs after the .com part will remain the same as change your domains won't affect the article's ID in the system.

    In terms of a redirect, for the previously host mapped domain, I would suggest seeing if your DNS provider can set up a forward to the new domain. Unfortunately, we aren't able to forward previous .zendesk.com subdomains. 

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  • Patrick Proesmans

    We're considering to implement host mapping based on a CNAME record but I want to be sure that all previous info (tickets, articles, ...) will stay fully available as before when implementing this.

    Reading through the article that seems to be the case but can you confirm please

    We're on Enterprise

    Thanks

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  • Brett Bowser
    Zendesk Community Team

    Hey Patrick,

    Setting up a CNAME record will not affect your ticket data or articles so you should be good there :)

    Let us know if you have any other questions!

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  • Patrick Proesmans

    Thanks Brett Bowser

    After creating the CNAME, what happens when customers go to the current ourcompany.zendesk.com URL? Will they get a 404, will it forward to the CNAME address or will they just continue as usual on the old URL as well?

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  • Brett Bowser
    Zendesk Community Team

    Hey Patrick,

    If users navigate to company.zendesk.com they should be redirected to the new CNAME address that you've set up on your end.

    Hope this helps!

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