No redirect for old domain URL to new URL after switching portal name

Good Morning,

We have two issues regarding the required portal name update and character limit.

1. In the following article it states that "Also, when anyone types in or clicks on links in the old URL, they'll be automatically redirected to the corresponding page on the new domain format."

We just updated our portal name and unfortunately the old URL is not redirecting to the new URL.

https://help.zoho.com/portal/en/kb/desk/for-administrators/multi-channel-support/help-center/articles/switching-to-new-help-center-domain-url

2. We do not see any documentation on the character limit of 5 characters required when changing the portal name. We initially were going to use 3 characters and had communicated with our clients about the switch, only to find out there was a character limit. This would have been helpful information in the documentation and wanted you to be aware.

Please advise on the redirect of the old URL to the new URL, thank you.

Best,

Becca Moss, MS (she/her)

Associate Director of Client Support Services

Winner of EdTech Digest

2020 Best Higher Education Solution

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