FAQs: Renaming Your Help Center Sub Domain | Zoho Desk

FAQs: Renaming Help Center Sub Domain

Understanding the Help Center URL

What is a Help Center subdomain?
A Help Center subdomain is the customer-facing address used to access support content and submit requests. By default, a Zoho Desk Help Center may use an address such as:
  1. portalname.zohodesk.com/portal
An organization can instead map its own subdomain—for example, support.mycompany.com—so customers access support through a branded address.
Why should an organization use its own support subdomain?
A branded subdomain gives customers a familiar support address and keeps the Help Center aligned with the organization’s domain.

For example, customers may find support.bayandco.com easier to recognize and trust than bayandco.zohodesk.com/portal. After domain mapping, agents can also access the support portal using the mapped address with /support appended.
Can a mapped custom domain be renamed through the Help Center URL-switching option?
No, The automatic switch to the newer Zoho Desk URL format applies only to default Help Center domains that have not been mapped to a custom domain.

A Help Center that already uses a mapped custom domain is not eligible for that URL-format switch. To use a different branded address, configure the new domain through Domain Mapping.

Default Zoho Desk Domain Format

What is the newer default Help Center URL format?
For Help Centers that do not use a mapped custom subdomain, the newer format is:
  1. mycompany.zohodesk.com
It replaces the older format:
  1. desk.zoho.com/portal/mycompany
The newer format is shorter and supports Zoho Desk’s approach to Help Center customization and domain security.
Will changing from the old default URL format affect existing Help Center pages?
No, Apart from the URL format, existing Help Center pages are not affected.
Customers using an old URL or following an old link are automatically redirected to the matching page on the newer domain format.
Will redirects from the old Help Center URL expire?
No, Redirection from the older default Help Center URL format to the newer format is permanent.
This means existing bookmarks and links using the old format continue to take customers to the corresponding page after the switch.
Who can switch an unmapped Help Center to the new default URL format?
The user must have permission to manage the Help Center. The documented access requirement is the Support Channels administrative permission profile; the switching instructions also identify the Manage Help Center permission.

If the switching option does not appear, confirm both the Help Center’s current domain status and the user’s profile permissions.
How is the default Help Center URL switched to the new format?
Sign in to Zoho Desk with administrator privileges.
  1. Navigate to Setup > Channels > Help Center.
  2. Select the default Help Center with an unmapped domain.
  3. In the Switch to New Domain URL window, click Switch Now.
  4. The new URL takes effect immediately.
Why might the option to switch to the new Help Center URL not appear?
The option may not be available when:
  1. The Help Center already uses the newer URL format.
  2. A custom domain has already been mapped to the Help Center.
  3. The user does not have permission to manage the Help Center.
Review the Help Center’s domain configuration and user profile permissions before expecting the option to appear.

Changing to a Branded Support Subdomain

How can a Help Center use an address such as support.mycompany.com?
Use Domain Mapping to associate a subdomain under the organization’s own domain with Zoho Desk.
The process requires:
  1. Creating a subdomain through the domain registrar or hosting provider.
  2. Creating a CNAME record that points the subdomain to Zoho Desk.
  3. Adding the domain address in Zoho Desk.
  4. Verifying ownership.
  5. Obtaining SSL.
For example, an organization that owns mycompany.com can create support.mycompany.com and map it to the Help Center.
What must be configured before mapping a custom Help Center domain?
Create the intended subdomain and configure it as a CNAME record in the domain registrar’s DNS settings.
Use the applicable CNAME target:
  1. desk.cs.zohohost.com for desk.zoho.com
  2. desk.cs.zohohost.eu for desk.zoho.eu
  3. desk.cs.zohohost.in for desk.zoho.in
DNS changes may take time to become effective. Do not proceed with adding the domain in Zoho Desk until the CNAME record has been created as required.
Is there a limit on the custom Help Center domain length?
Yes. The total length of the domain URL must not exceed 46 characters.
For example, support.mycompany.com is within the limit, while an unusually long multi-level subdomain may need to be shortened before it can be configured.
Who can map a custom domain for the Help Center?
Users with the Support Administrator permission profile can access Domain Mapping.
The configuration process begins in Setup > Organization > Rebranding > Domain Mapping.
How is a custom domain added in Zoho Desk?
After creating the required CNAME record:
  1. Sign in to Zoho Desk with administrator privileges.
  2. Navigate to Setup > Organization > Rebranding.
  3. Select Domain Mapping.
  4. Click Map Domain.
  5. Enter the support-domain URL, such as support.mycompany.com.
  6. Click Next.
  7. Complete domain ownership verification and SSL setup.
The documented domain-mapping workflow includes adding the address, verifying ownership, and obtaining SSL.
Can a third-party wildcard or SSL certificate be installed in Zoho Desk?
No, Wildcard certificates and other SSL certificates purchased from third-party vendors cannot be installed in Zoho Desk.
Plan the domain-mapping process around the SSL workflow provided in Zoho Desk rather than relying on an externally purchased certificate.
Are browser settings relevant after mapping a Help Center domain?
Yes. Enable third-party cookies—particularly in Safari—to avoid browser issues when using the mapped domain.
This should be included in internal testing before announcing a new Help Center address to customers.

Planning the Change

What should be checked before changing the Help Center address?
Before switching or mapping a domain, confirm that:
  1. The intended URL accurately represents the organization and support function.
  2. The required administrator or Help Center management permission is assigned.
  3. The subdomain has been created in the domain registrar, if using a branded address.
  4. The required CNAME target matches the organization’s Zoho Desk data center.
  5. The custom domain is no longer than 46 characters.
  6. Stakeholders understand that external third-party SSL certificates cannot be installed.
  7. Third-party cookies are enabled during browser testing, especially on Safari.

Should existing Help Center links be updated after moving to a branded domain?
The available information confirms permanent redirects for the old-to-new default Zoho Desk URL-format transition. It does not specify redirect behavior when replacing one mapped custom domain with another.

Accordingly, review and update customer-facing links, bookmarks, website navigation, email templates, and documentation when adopting a branded subdomain. Do not assume redirect behavior for a custom-domain change unless it is confirmed in the applicable configuration.