FAQs: Switching to the New Help Center Domain URL | Zoho Desk

FAQs: New Help Center Domain URL

Understanding the URL change

What is changing in the Help Center URL?
Zoho Desk replaced the default Help Center URL format for Help Centers that use an unmapped Zoho Desk address.
  1. The legacy pattern is similar to: desk.zoho.com/portal/
  2. The newer default pattern is similar to: .zohodesk.com
This change applies to the default Help Center address, not to an organization’s already mapped custom subdomain such as support.mycompany.com.
Why did Zoho Desk introduce the new default domain format?
Zoho Desk states that the change supports greater Help Center customization flexibility, including adding scripts, while helping secure domains against security exploits that could compromise customer data. The newer address is also shorter and easier to use.
Will the URL change alter existing Help Center pages or content?
No, The documentation states that, apart from the URL-format change, there is zero impact on existing Help Center pages.
For example, if a customer previously opened a knowledge base article using the legacy portal-format URL, the corresponding Help Center page continues to exist under the new URL format.
Is this the same as mapping a custom Help Center domain?
No, A custom mapped domain is an organization-owned address such as support.mycompany.com. The new default domain is a Zoho Desk address in the .zohodesk.com format.
A Help Center that already has a mapped custom domain is not eligible for this switch.

 Eligibility and permissions

Which Help Centers need to switch to the new domain URL?
The switch applies to Help Centers using the unmapped legacy default address, such as desk.zoho.com/portal/. It is intended for organizations that have not mapped their own subdomain to the Help Center’s default domain.
Which Help Centers do not see the switch option?
The switch is not applicable when either condition is true:
  1. The Help Center already uses the new domain URL format.
  2. A custom domain has already been mapped to the Help Center.
The option can also be unavailable if the current user does not have the necessary Help Center permissions.
Who can switch a Help Center to the new URL?
The documentation identifies Support Channels administrative permission as required for the feature. It also states that the user must have the Manage Help Center permission to switch the URL format.
If the option is missing, review the assigned profile under:
  1. Navigate to Setup > Permissions > Profiles.
  2. Confirm that the profile includes the required Help Center management access.

Does switching one Help Center change every Help Center in the organization?
The documented procedure instructs administrators to select the default Help Center that has the unmapped domain. The source does not describe the effect on other Help Centers, brands, or domains. Treat the switch as specific to the selected eligible default Help Center unless the organization’s configuration confirms otherwise.

 Switching the URL

How can an administrator switch to the new Help Center URL?
A user with the required access can switch an eligible Help Center as follows:
  1. Navigate to Setup > Channels > Help Center.
  2. Select the default Help Center with the unmapped domain.
  3. In the Switch to New Domain URL window, click Switch Now.
The documentation states that the Help Center URL changes instantaneously.
Is there a waiting period or content-migration task after clicking Switch Now?
No separate migration delay or content transfer is described. The documentation says the URL switches instantaneously and that existing Help Center pages are unaffected except for the URL format.
Should existing links be changed immediately after the switch?
Automatic redirects preserve access from the old URL to the corresponding page on the new format. Even so, update customer-facing links under the organization’s control—such as website buttons, email templates, product links, and documentation references—to use the current address. This keeps published materials consistent with the active Help Center URL rather than relying on a redirect.

 Redirects and customer access

What happens when someone uses an old Help Center URL after the switch?
They are automatically redirected to the corresponding page on the new domain format. This applies when a person types an old URL or follows an existing link.

For example, a bookmarked legacy portal URL for an article should redirect to that same article on the new .zohodesk.com address.
How long will redirection from the old address continue?
The documentation states that the automatic redirection is permanent and lasts forever.
Will customers lose access to bookmarks or shared article links?
No, Because old Help Center links automatically redirect to their corresponding pages on the new URL format, existing bookmarks and shared links remain usable through permanent redirection.
Does the new URL change what users can do in the Help Center?
No functional impact is documented beyond the address format. The source explicitly states there is zero impact on existing Help Center pages. It does not describe changes to user accounts, article access, tickets, community activity, or other existing Help Center functions.

 Mandatory transition and troubleshooting

Can an organization continue using the legacy default URL format?
No. The documentation states that all customers had to switch to the new URL format by the stated deadline. The change is mandatory for the security reasons described in the article.
What happens if an eligible organization does not switch manually?
Zoho Desk automatically switches customers who have not transitioned before the applicable deadline to the new URL format.
Why is the Switch Now option unavailable even though the Help Center uses Zoho Desk?
Check the following:
  1. The Help Center may already use the new .zohodesk.com format.
  2. The Help Center may use a mapped custom domain.
  3. The current profile may lack the required permission to manage the Help Center.
Review profile permissions in Setup > Permissions > Profiles. If the Help Center is already on the new format or has a mapped custom domain, the switch does not apply.
Does switching affect a custom domain that is already mapped to the Help Center?
No, The switch is not applicable to Help Centers with a mapped custom domain. A mapped address such as support.mycompany.com is outside the scope of this default-domain URL transition.