Domain Mapping
Introduction
Zoho Desk allows organizations to use their own domain for customer support instead of the default Zoho Desk subdomain. This feature, called domain mapping, enhances brand consistency and provides a more professional appearance for both agents and customers.
Overview
- Default URL Format: portalname.zohodesk.com/portal
- Custom Example: support.mycompany.com
Once configured, agents and customers will access the help desk using the mapped domain.
Note:
- These instructions apply only to the agent interface and the default Help Center.
- SSL certificates from third-party vendors (wildcard or others) are not supported.
- Enable third-party cookies in your browser for best performance (especially on Safari).
Permissions Required
- Only users with the Support Administrator permission profile can configure domain mapping.
Steps to Set Up Domain Mapping
1. Prerequisites
a. Add a Subdomain
- Create a subdomain (e.g., support.mycompany.com) under your main domain.
b. Create a CNAME Record
- Sign in to your domain registrar's control panel.
- Go to DNS Management (or similar).
- Create a CNAME record:
- Name/Host/Alias/CNAME: The code generated by Zoho Desk (e.g., zb********)
- Value/Points To/Destination:
- For US: desk.cs.zohohost.com
- For EU: desk.cs.zohohost.eu
- For IN: desk.cs.zohohost.in
Note: Changes to DNS settings may take some time to propagate.
2. Add Domain in Zoho Desk
- Navigate to Setup (⚙️) > Organization > Rebranding > Domain Mapping.
- Click Map Domain.
- Enter your domain URL (e.g., support.mycompany.com).
- Click Next.
Note: The domain URL must not exceed 46 characters.
3. Verify Domain Ownership
You can verify using either CNAME Method or HTML Method.
a. CNAME Method
- Use the unique CNAME code shown in the setup wizard.
- Add it to your DNS records.
- Return to Zoho Desk and click Verify.
Important:
If you use Cloudflare, disable it temporarily during verification.
b. HTML Method
- Download zoho-domain-verification.html from the wizard.
- pload it to the root directory of your domain.
- Visit the URL (e.g., http://mycompany.com/zoho-domain-verification.html) to ensure it's accessible
- Click Verify in Zoho Desk
4. Get SSL Certificate
- Click GET SSL in the wizard after verification.
- Zoho Desk will handle SSL certificate generation.
- Installation may take up to 3 business days.
5. Apply Domain
- Once SSL is installed, return to the Domain Mapping page.
- Click Apply Domain next to your verified domain.
- Click Apply in the wizard.
- Click Visit Domain to test.
- Refresh your browser to see changes.
Domain Management Options
Reset Domain
To revert to the default Zoho Desk URL:
- Go to Domain Mapping under Rebranding.
- Click the Reset icon next to the domain.
- Confirm to reset.
Note: Domains used for multi-brand Help Centers cannot be reset.
Delete Domain
- Navigate to Domain Mapping.
- Click the Delete icon next to the domain.
- Confirm deletion.
Note: Applied domains cannot be deleted unless they are first reset. Also, domains linked to multi-brand Help Centers must be unlinked first.
