Host mapping - Changing the URL of your help center

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37 Comments

  • Kerry Washington

    The article does not map to my attempt to Host Mapping. 
    We setup the CNAME and the DNS is forward users to my domain: support.lite-wallet.org.
    That is setup properly and we know because when  you click on it, it redirects to Zendesk.

    However, the page is the 404 type page.

    Furthermore, in my dashboard when i try to set the domain into the host mapping window, it gives an error saying the CNAME is mis -set.  Can someone help?

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  • Jay Nelson

    Will there ever be support for pathing on the host mapping?  This would allow for usage of multiple tools during transitions and make the platform more versatile.
     
    https://subdomain.domain.com/<path>

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  • Kerry Washington

    Following the step show above, we still are unable to save to the CNAME DNS record.

    When you browse to the subdomain, it directs to a Zendesk 404 page.  So, it suggests the routing is somewhat correct.

    Is it a problem on the Zendesk side?

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  • Gab Guinto
    Zendesk Customer Care

    Hi Kerry,

    We checked that address – support.lite-wallet.org – and it looks like the CNAME/DNS settings are misconfigured from your end.

    You may want to review this section and check again if everything properly configured.

    Hope this helps. Thanks Kerry!

    0
  • Gab Guinto
    Zendesk Customer Care

    Hi Jay!

    This is not yet supported, and I'm afraid we could not tell for certain if this is in the roadmap soon. I recommend that you create a new post in the Support Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    Thanks!

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  • Guljeet Nagpaul

    Can we have separate URL for support and gather. one is support.mydomain.com and other we want it to be community.mydomain.com

    1
  • steve jones

    what if we aren't using a subdomain and just using the root domain as our URL?

    Can we not do this? 

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  • Joshua Small

    Does host mapping impact `zat theme preview`? When I navigate to the URL generated by this command, I am redirected to the specified host mapping, and have no theme preview.

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  • Narek Torosyan

    Why should we disable Cloudflare proxy? It's not a solution. As Zendesk Guide doesn't have native 301 redirect functionality, Cloudflare was the only option for us to have redirects. Please either provide a redirect functionality or at least fix this bug, so that the Cloudflare proxy works for Zendesk, as for every other website on the internet.

    -2
  • Marci Abraham

    We disabled two of our branded help centers and built a 3rd one to replace them both. Is it possible to map the two old domains to the new help center? There is no configuration option for this that I see, and we cannot make it happen in DNS settings (yet).

    We tried making CNAME records for the two old domains like this:

    HC1.example.com >> HC3.example.com

    HC2.example.com >> HC3.example.com

    That option led the user to a login page for HC3.example.com, which they should not see. They should just be on the main help center.

    Then we tried:

    HC1.example.com >> HC3.zendesk.com

    HC2.example.com >> HC3.zendesk.com

    This generates an error message from Zendesk saying that the help center is not available.

    At first, I thought this was happening because I still had the original domains mapped to their Zendesk HCs, but I removed the mappings and the problem remains. 

    Any suggestions?

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  • Erik Boudreault
    Zendesk Customer Care
    Hello Narek!
     
    We do not have any designated solutions for this but we do have an article on how you can redirect old articles to a new Help Center here:
    https://support.zendesk.com/hc/en-us/articles/4408886627866-Redirecting-traffic-from-deleted-Help-Center-articles
     
    Thank you!
    0
  • simon

    We setup our help.ourdomain.com CNAME as per these instructions, but when we hit help.ourdomain.com, Zendesk does a redirect to ourdomain.zendesk.com. How do we stop this redirection?  I.e. keep help.ourdomain.com in the address bar, and thus allow cookie/siession sharing?

    2
  • Jay Nelson

    @Simon you need to add the /hc/en-us/ to ensure you are navigating to the help center.

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  • simon

    Thanks for the reply, help.ourdomain.com/hc/en-us/  just redirects to ourdomain.zendesk.com/hc/en-us.  We need it to "stay" on help.ourdomain.com. 

    1
  • Jeff C
    Zendesk Customer Care

    Hi Simon,

    This happens if you haven't setup an SSL certificate as described in this article. Please ensure that you do to and you have options of either using a Zendesk provisioned one or uploading your own certificate.

    0
  • Lois Green

    One of my Zendeks is using Support Essential Plan and Guide Professional Plan. But I can't set the host mapping.

    For example: ourdomain.zendesk.com doesn't redirect to support.ourdomain.com.

    Do I need to upgrade Support from Essential to Team Plan?

    0
  • Jeff C
    Zendesk Customer Care

    Hi Lois,

    That seems to be the case per this article. Look under the Legacy plans Legacy plans available November 11, 2015 - January 31, 2021 and host mapping is available on all Support plans except Essential.

     

    0
  • Marina

    The section "Specifying the new address" is out of date. The settings are no longer in Guide, but the new Admin Center. Had to search around for them. 

    0
  • Bob Rosenbaum

    Our company was recently acquired. We have maintained our own zendesk subdomain for some years and now we have moved to the acquiring company's zendesk subdomain.

    The technical change process described here went smoothly, however we have no way to direct users who still enter the old subdomain address to the new subdomain address (e.g.,  oldcompany.zendesk.com  >>  newcompany.zendesk.com). 

    Existing users land on a zendesk page that says the Help Center no longer exists, instead of being automatically directed to the new help center. How can we create a permanent redirect that will remedy this situation?

    Thanks.

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Bob,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to your inquiry, unfortunately, Zendesk cannot set up a redirect on your behalf since the following change will be implemented on your side.
     
    We would advise making sure that your CNAME, host maps, and SSL are updated once you have changed the URL of your Help Center. You'll want to update any email forwarding and host mapping to point to your new support address and URL in sync with renaming your subdomain.
     
    You can check our article, Renaming your subdomain for more information and best practices. 
     
    Thank you and have a wonderful day ahead!
     
     
     
    Kind regards,
     
     
    0
  • Darren Taylor

    We've tried updating our URL for our help centre and asked our IT team to make the relevant edit to the CNAME, however we still get this error.

    and the help centre is no longer accessible, so now I can't login to the support.

    Any ideas?

    0
  • Aaron Wenner

    What happens to the original URLs once a support page is changed? Will the old links still work?

    For example, let's say our app's "help" button directs users to https://examplecompany.zendesk.com/hc/en-us/articles/360029558972-help

    We then change the domain so that our support page becomes https://support.examplecompany.com/

    What will happen to the original link? Will it successfully redirect to https://support.examplecompany.com/hc/en-us/articles/360029558972-help

     

    0
  • Dane
    Zendesk Engineering

    Hi Aaron,

    Once you have properly setup host-mapping for your Zendesk subdomain, the original link will still be accessible.

    Based on your example, if I access https://examplecompany.zendesk.com/hc/en-us/articles/360029558972-help it should route me to https://support.examplecompany.com/hc/en-us/articles/360029558972-help automatically.

    0
  • Gigi

    Is it possible to download the Zendesk provided SSL certificate?

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Gigi! 

    Unfortunately no. You can only request one that will cover all your host-mapped domains but there is no option to download the certificate externally. 
    0
  • Ibrahim Al-Beladi

    How should we handle CORS (Cross-Origin Resource Sharing) after host mapping in order to use all the APIs?

    1
  • Jupete Manitas
    Zendesk Customer Care
    Hi Ibrahim, thanks for writing in! 
     
    If you are seeing messages in your browser's console window related to CORS then please check this troubleshooting guide - How can I troubleshoot CORS?. Otherwise, please reach out to the Support Advocacy team to have a closer look. Thank you! 
    0
  • Adam Moennig

    Will changing this change the email address for support? 

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  • Brett Bowser
    Zendesk Community Manager
    Hey Adam,
     
    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.
     
    Let me know if you have any other questions!
    0
  • Goated

    I did the above steps but help.goated.com still redirects to goated.zendesk.com. Why is this?

    0

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