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Changing the Subdomain - Consequences for Help Center

  • January 20, 2016
  • 3 replies
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S

Hi everybody,

our company just changed the company name - now we want to update our Zendesk domain accordingly. I found some articles about how to do this, but not much information on what will happen with the help center.

The problem is: We sent help center links to clients. If we change the subdomain, what will happen if such an old link is used? What page does the user see? Is there really no possibility to forward the links for a while, of not the the particular article then to the help center start page? Maybe some kind of Add-On?

I would really appreciate some help on this! Thank you so much!

 

Best regards,

Sigrid

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    3 replies

    D
    • Duke12
    • January 20, 2016

    My company changed our helpcenter name from company.zendesk.com to support.company.com, and both links still work. The former simply changes itself to the latter upon load. There's even a field describing it in the agent interface, settings > account > branding > host mapping

    S
    • Sigrid
    • Author
    • January 20, 2016

    Thank you for the reply!

    I know that host mapping is a possibility so mask the link. But we need to change the "original" link that includes Zendesk so that it carries the new name and the old name does not appear anymore. I'm afraid that is not possible with host mapping, because the original link still exists and carries the old company name.

    Apart from that, it does not seem a good idea to us to carry the old company name around in Zendesk when it no longer exists.

     

    J
    • Jessie17
    • February 1, 2016

    Hi Sigrid!

    Once you change your subdomain, the old subdomain will no longer be valid. Anyone who navigates to it will get an error stating that there's no help desk configured at that address.

    This article goes into quite a lot detail about the effects of changing your subdomain, and what you need to take into consideration before you do it:

    If you don't already have host mapping set up (and you're on the Team plan or higher), I would recommend setting that up first and educating your customers to start using that URL. Once most of your customers have started using the host mapped domain, you can make the subdomain change behind the scenes and it will be much less impactful for your customers.

    Please let me know if you have any other questions!

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