Issue symptoms

I experience errors after trying to sign into my own custom domain.
For example: support.yourdomain.com.

Resolution steps

If your Zendesk account has an active help center, users are redirected to your help center upon signing in by default. If host mapping isn't set up correctly, you might receive an error when trying to access your account.

Disclaimer: This article aims to provide instant access to the account when this issue happens. To properly correct your host mapping configuration, see the article: Host mapping - Changing the URL of your help center.

1. If you can't reach the login page

Attempt to sign in using your Zendesk credentials from either of the following pages: 

  • yoursubdomain.zendesk.com/access/normal
  • yoursubdomain.zendesk.com/agent

2. If a page error appears after authenticating

If you get to this stage, you are properly authenticated, but you've been redirected to the incorrectly host-mapped help center. Access either one of the URLs below, which will bring you to your account:

  • yoursubdomain.zendesk.com/agent/dashboard
  • yoursubdomain.zendesk.com/admin/home

This will give you and your agents instant access while your host mapping configuration isn't properly configured.

3. To remove the faulty host mapping and allow agent access immediately

If you have one brand

Go to Admin Center > Account > Appearance > Branding > Scroll down to Host mapping > remove your domain name.

If you have multiple brands

Go to Admin Center > Account > Appearance > Branding > Subdomain, to locate which brand is set as your agent route. Once you identify the brand, go to Admin Center > Account > Brand management > Brands > click on the brand name > Scroll down to Host mapping and remove your domain name.

If you have any issues clearing the host mapping, contact Zendesk Customer Support.

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