FAQs: Renaming Your Help Center Sub Domain | Zoho Desk

FAQs: Renaming Help Center Sub Domain

Overview

What does “renaming a Help Center subdomain” mean?
It can describe two different changes:
  1. Moving an older unmapped default Help Center URL from the format `desk.zoho.com/portal/` to a newer format such as `.zohodesk.com`.
  2. Using or replacing a branded custom address, such as moving from `support.oldcompany.com` to `help.newcompany.com`, through domain mapping.
These are not the same workflow. The first is a documented default-domain URL transition. The second requires domain mapping and DNS configuration.
How can the current Help Center address be identified?
If the public address resembles `portalname.zohodesk.com/portal` or the older `desk.zoho.com/portal/` format, it is a Zoho Desk default address. If it resembles `support.mycompany.com`, it is a branded custom subdomain and should be managed through domain mapping.

For example, `zylker.zohodesk.com/portal` is a default Zoho Desk address, while `support.zylker.com` is a mapped custom domain.
What is the documented transition from the old default Help Center URL?
The older default format, such as `desk.zoho.com/portal/` will be replaced, with a shorter format such as `mycompany.zohodesk.com`.
Does this transition rename a company’s own custom subdomain?
No, It applies only to the default Help Center having an unmapped domain. It does not apply when a custom domain is already mapped to the Help Center. To introduce or replace a branded subdomain, use the domain-mapping process instead.
Who can switch an eligible Help Center to the newer default URL?
The user must have administrator privileges and Manage Help Center permission. The feature is available to users with the Support Channels administrative permission profile.
How is the default URL switched?
  1. Sign in to Zoho Desk with administrator privileges.
  2. Go to Setup > Channels > Help Center.
  3. Select the default Help Center with an unmapped domain.
  4. In the Switch to New Domain URL window, click Switch Now.
The documentation states that the change takes effect instantaneously.
Why is “Switch Now” unavailable?
It could be because:
  1. The Help Center already uses the new URL format.
  2. A custom domain has been mapped to the Help Center.
  3. The user lacks the required Help Center management permission.

What happens to existing Help Center pages after the default URL transition?
Other than the URL format, Zoho Desk states there is zero impact on existing Help Center pages. Requests to old URLs automatically redirect to the corresponding pages on the new URL format.

For example, an old bookmarked article link should open the equivalent article at the new default address rather than land at an unrelated page.
Are old-to-new default URL redirects temporary?
No, these redirects are permanent and last forever.
Can the old default URL format be retained?
No, Organizations that did not switch before the applicable deadline were automatically moved to the new default URL format.

Mapping or replacing a branded support subdomain

How can a branded address such as support.mycompany.com be used?
Use Zoho Desk domain mapping. This maps a subdomain of the organization’s own domain to Zoho Desk, allowing customers to visit the Help Center using a branded address instead of a default Zoho Desk URL.

The documentation’s example maps `support.bayandco.com` for customers and uses `support.bayandco.com/support` for agents.
What must be prepared before mapping a new branded subdomain?
  1. Create the subdomain through the domain registrar. Example: create `help.mycompany.com` under `mycompany.com`.
  2. In DNS Management, create or edit a CNAME record for that subdomain.
  3. Point the CNAME to the appropriate Zoho Desk host:
    1. `desk.cs.zohohost.com` for the standard Zoho Desk address.
    2. `desk.cs.zohohost.eu` when using `desk.zoho.eu`.
    3. `desk.cs.zohohost.in` when using `desk.zoho.in`.
  4. Allow time for DNS changes to take effect.
  5. In Zoho Desk, begin domain mapping only after the CNAME has been created.
The customer-support domain URL must not exceed 46 characters.
What need to be done after the CNAME is ready?
  1. Sign in to Zoho Desk with administrator privileges.
  2. Go to Setup > Organization > Rebranding.
  3. Select Domain Mapping.
  4. Click Map Domain.
  5. Enter the customer-support domain URL. Example: `support.bayandco.com`.
  6. Continue through the documented workflow:
    1. Add Domain Address.
    2. Verify Domain Ownership.
    3. Get SSL.
Do not start this stage before the required CNAME points to Zoho Desk.
Is DNS propagation immediate?
No, The DNS changes may take time to take effect. A newly created CNAME may therefore not resolve immediately, even when the record is correctly configured.
Which parts of Zoho Desk are affected by custom domain mapping?
This apply to the agent interface and the default Help Center. Treat a branded-domain change as affecting both customer and agent access, and test each audience’s paths.

Redirects, dependencies, and validation

Does Zoho Desk guarantee permanent redirects when a custom subdomain is replaced?
The documentation guarantees permanent redirects only for the older-to-newer default Zoho Desk URL format. It does not state that an organization’s old custom domain will automatically redirect to a newly mapped custom domain. Configure and verify any required redirect behavior with the organization’s domain and web infrastructure.
Should existing links be updated even when default URL redirects are permanent?
Yes. Update links under the organization’s control to use the active address. This includes website navigation, email templates, product links, knowledge-base references, internal playbooks, and campaign materials. Permanent redirects preserve old links but do not eliminate the value of presenting customers with one clear, current address.
What should be tested after a URL or subdomain change?
  1. Open the Help Center home page using the active address.
  2. Open representative category and article URLs.
  3. Test ticket submission and sign-in paths.
  4. Test agent access when a custom domain is mapped.
  5. For a default URL transition, open old-format URLs and confirm they redirect to the corresponding new pages.
  6. Test links from the main website, emails, and embedded support experiences.
  7. Check integrations or external systems that contain Help Center destination URLs.
For example, test a “Get Support” button in the product, a footer Help Center link, and an automated ticket-confirmation email—not only the home page.
What should be communicated to users during the transition?
Announce the current Help Center address and update organization-owned links. When the change is the documented default URL transition, state that older default-format URLs redirect permanently. For a change between branded custom subdomains, do not promise automatic redirects unless they have been configured and verified in the organization’s own environment.

Boundaries and operational decisions

Can a Help Center subdomain be changed without access to DNS settings?
Not for a new or replacement branded domain. Domain mapping requires creation or modification of a CNAME record in the domain registrar’s DNS management controls. Coordinate with the DNS or domain administrator before scheduling the change.
What should be done if the desired subdomain is already in use?
The available documentation does not specify a resolution procedure for an already-used subdomain. Confirm ownership and DNS control of the requested subdomain, select an available alternative if necessary, and do not overwrite an existing production DNS record without assessing its current dependency.