Domain Mapping

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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. 

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