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Host mapping - Changing the URL of your help center



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Charles Nadeau

Zendesk Documentation Team

Edited Oct 31, 2024


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63 comments

Is there any way to deploy zendesk cdn at my Data Center. So, that my user can access zendesk content with low latency ?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Goated,

I tried loading "help.goated.com" & was routed to your Help Center but with the URL "help.goated.com" & not "goated.zendesk.com". So I guess everything is working fine now. :)

 

 

 

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Hello-

Is it possible to rename the top-level domain of the Help Center to something like <subdomain.mycompany.help> instead of a traditional top-level domain like .com?  If so, would I follow the steps outlined in the help article Renaming your subdomain, or possibly host-mapping outlined in this article?

Thank you.  

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Viktor Osetrov

Zendesk Customer Care

Hi John,

Thanks for your question. It's mandatory to use a separate subdomain. This is an example: 
 
`For example, suppose your company is called Mondo Cameras and the address of your main website is mondocam.com. After the company signs up to Zendesk Support, the initial address of your help center might be something like mondocam.zendesk.com/hc. You can change the help center's address to a subdomain of your company's domain, such as support.mondocam.com/hc. You can't modify your support address to direct to a specific page within your subdomain, such as mondocam.com/community/hc.` 
 
Hope it helps

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HI @...


Thanks for your reply.  I want to specify a different top-level domain for our help center.  Can I host-map mycompany.help > support.mycompany.com?  For example, instead of the help center address reading support.mycompany.com, it will read mycompany.help and re-direct to the help center.  Thanks again. 

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Mark K.

Zendesk Customer Care

Hi John E,

Thanks for your question!
You should be able to host-map with a .help top-level domain. Any extension should work as long as it is a functioning and active domain. It can be .com, .help, .assist, .support and host-mapping should still work. 

I hope my answer helps you!

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If my current website has a portal for members to sign in through Dynamic 365 managed membership database, can I use that information for SSO purposes if I host map my help center to my current website?

Trying to eliminate the need of our members having two accounts for our portal and the zendesk HC.

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hi Zendesk team,

I have my zendesk default subdomain for my company ("https://getplus.zendesk.com") get redirected to my company own domain for help center ("https://help.mygetplus.id/hc/"). It works well on the web browser, redirection works automatically. The problem is, on zendesk SDK for mobile (iOS and android), only zendesk default subdomain for my company shows the help center page. If I use my company own domain for help center in zendeskSDK fo mobile, the page only shows blank page.

Can anyone help me on this?

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We are adding host mapping and I noticed an odd behavior.  We can use the host mapping for end users to get to our Help Center and log in as desired; however, when they click "Sign In" the logon screen goes back to the subdomain url instead of continuing to show the host mapping url.  Once they are signed in, the url goes back to the new host mapping url. 

Is there a way to ensure the the host mapping url always shows for the Help Center including the sign in view?  Have we missed a step in the setup? Or is this a limitation that cannot be avoided?  (screenshots below to clarify what we're seeing)

Brand setup:

SSL good to go:

 

1st page load shows host mapping url that was typed in:

Hit sign in the the url updates to the subdomain:

 

Complete sign in process and it goes back to the host mapping url:

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One of the steps listed above is for the Cloudflare changes to support the DNS changes we're implementing.  However my Zendesk login doesn't allow me to log into the Cloudflare site.  Does this change only allow those people USING Cloudflare for DNS to update those details?

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Sabra

Zendesk Customer Care

Hey Ross! Yes, the step To configure a CNAME in the CloudFlare dashboard is only applicable if you are using Cloudflare for DNS. I'll make a note to update this article so it's more clear for folks!

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    Hi Community!

    Is it supported to host map 2 URLs for a help center?
    In our case it would make sense to redirect mycompany.zendesk.com to both:

    - support.my-company.com

    - support.mycompany.com

    I would appreciate any insight.

    Thanks!

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    Gabriel Manlapig

    Zendesk Customer Care

    Hi Imola,
     
    I'm afraid that it is not a supported workflow to set up multiple domains on a single Help Center portal. An alternative workaround is a simple redirect service that redirects anyone visiting support.my-company.com to support.mycompany.com.
     
    I hope that helps. Thank you!
     

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    Hey Goated,

    I had the same thing, but it's very easy to resolve. Double check the part above:

    Setting up a hosted SSL

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    If our Support ticketing system is hosted by Zendesk in Europe, what would be the URL of the host Help Center associated with the ticketing system? 

    For example, in the US, the URL is <mybrand>.zendesk.com/hc/en-us. 

    What is the equivalent for the UK or France?

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    Jennifer Gillespie

    My company is encountering the same issue. It is especially confusing for customers logging into our second help center since it redirects to the subdomain of our main one for the login screen (which is a different company). Were you able to get an answer on this?

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    Shaun Murray No. I have not received any feedback on this one from Zendesk.

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    Gabriel Manlapig

    Zendesk Customer Care

    Hi Shaun,
     
    The sign-in page will always reflect your default Zendesk subdomain. This is expected and is due to recent fixes around 3rd party cookies. This change was to improve the overall login flow for host-mapped accounts for users who have 3rd party cookies blocked.

    This is also documented in this article.

    I hope that answers your question. Thank you!
     

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    Hi Gabriel Manlapig,

    I have read and commented on the article you linked, and another Zendesk Customer Care @... has asked me to put in a support ticket to resolve this bug.

    If it is expected to reflect our default subdomain for separate brands then I suggest you discuss with Zendesk's security team how they would feel if a login page redirected them to a completely different company with no reference to the company whose site they were trying to log into.

    Thank you for responding!

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    After we have host mapping in place - why do sender address on emails sent from Zendesk - still show the old subdomain?

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    Neil

    Zendesk Customer Care

    Hi Efrat,
     
    Host mapping won't affect the support address you have set up in your account. This will only change the URL the end-user sees when navigating to your help center.
     
    To change the support address that end-users see on your email reply. The best way would be to add a new support address and set it as your default. If you plan to add an external support address, you would need to follow these steps to allow Zendesk to send emails on behalf of the external support address.

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    Hi Neil

    Thanks for that. Can you confirm adding new support address that is used today as a support email alias won't break anything?

    Also - I noticed we have today 3 different addresses. Is there any harm in deleting those which were not set up in the account? 

    Last - I noticed that the new support address I would like to use is currently being used by an end user and thus I was not able to create it. If I will change that end user to be an agent - will it allow me to create this new address?

    Also,

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    Neil

    Zendesk Customer Care

    Hi Efrat,
     
    Regarding your questions.
     

    Can you confirm adding new support address that is used today as a support email alias won't break anything?

     
    As mentioned here, Zendesk doesn't support the use of aliases, distribution lists, shared mailboxes, Google groups, or any non-standard email clients or services due to added complexities of routing and issues troubleshooting.
     

    We have today 3 different addresses. Is there any harm in deleting those which were not set up in the account? 

     
    Aside from the system support address (which cannot be deleted), there should be no harm in deleting any support address as long as it is not used in your workflow
     

    The new support address I would like to use is currently being used by an end user and thus I was not able to create it. If I will change that end user to be an agent - will it allow me to create this new address?

     
    The best course of action is to simply change the email address of the end-user to a different one.
     

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    Is it possible to use 2 different subdomains for the same brand, linked to the languages?
    For example:
    EN: help.company.com
    PT: ajuda.company.com
    I suppose it's not, but wanted to make sure, as it would be more user friendly to have language specific subdomains host mapped.
    Thanks,

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    Gab

    Zendesk Customer Care

    Hi Raul, 
     
    I'm afraid you cannot use two different subdomains for the same brand. Zendesk allows each brand within a Zendesk Support account to have only one subdomain (host mapping), which acts as the primary URL for the brand's help center. However, you can manage content in multiple languages under one subdomain using Zendesk's localization features.
     
    Take a look at this article for your reference: Configuring your help center to support multiple languages
     
    I hope this helps. 
     

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    If we wanted to setup two aliases support.company.com and legal.company.com, is there a way to direct each alias to a different subset of pages?  

    Also, if we have multiple brands I see how we can set the alias mapping so you can have support.company1.com and support.company2.com, but I wanted to confirm they could both display the same content under different sub-domains.  

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    Jupete Manitas

    Zendesk Customer Care

    Hi Jennifer, thank you for writing in! We would like to confirm if each alias is for associated for each help center of your brands? But natively, the host-mapping is mapping or an alias to you your help center subdomain not directing to your other pages. However, if you could share more details please let us know. 
     
    For your second question, if you are referring to the help center content (articles/sections/categories), then it may vary depending on what you will import or add into your articles per help center brand. 
     
     
    Thank you!
     
     

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    Hi Jupete,

    Thank you for responding.  For my first question, I want to have 1 brand with multiple help centers (different sub-domains) where each sub-domain has different categories/sections/articles.  What is the best way to do this?

    For my second question, I want to have multiple brands (so different zendesk sub-domains) that all point to the same content.  For example, 1 instance of an article that 5 different brands can show within their sub-domain.  How do I do this?

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    Jupete Manitas

    Zendesk Customer Care

    Hello Jennifer, 
     
    Thanks for the sharing more information. Yes, we could only create one alias for zendesk subdomain as described in the article. If you have multiple brands then you can additional CNAME record for each brand/sudomain. Do you mean per brand not branch? Natively, when you create a new help center associated to that brand, the help center will be the default copenhagen theme and the contents are not related to your existing brand. You need to create and build its content for that help center. It has no access to other content of the other brand by default unless once you move forward you can customize the content with hyperlinks and content blocks that connects to other brand. Thank you!

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    Is there a way to make the email responses look like they're coming from the redirected subdomain? If I have niftyname.com redirecting to mysite.zendesk.com, can I set it up so the email responses seem to be coming from help@niftyname.com

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