Each BoldDesk customer portal uses a default BoldDesk subdomain, such as companyname.bolddesk.com. You can change this subdomain when your organization needs a different portal address.

Changing the subdomain affects portal access, ticket links, email forwarding, authentication settings, and mapped custom domains. Review the impact carefully and prepare the required configuration changes before updating the subdomain.

Prerequisites

Before changing the BoldDesk subdomain, ensure that:

• Your role has the permission required to manage customer portal settings.
• You have identified the brand whose subdomain must be changed.
• The required subdomain is available.
• You have documented the existing portal URL.
• You are prepared to update email forwarding, single sign-on, integrations, bookmarks, and other configurations that use the existing URL.
• Any mapped custom domain has been removed.
• Another supported sign-in method is available if your current authentication configuration may become inaccessible after the change.

Considerations Before Changing the Subdomain

Review the following considerations before changing the BoldDesk subdomain:

• The customer portal will no longer be accessible using the previous BoldDesk subdomain.
• BoldDesk does not automatically redirect the previous URL to the new URL.
• If another organization registers the previous subdomain, you may not be able to reclaim it.
• Email forwarding settings that use the previous subdomain must be reconfigured.
• OAuth, OpenID Connect, and other single sign-on configurations may need to be updated with the new portal URL.
• Links to tickets, inline images, and file attachments in previously sent emails may no longer work.
• Bookmarks, integrations, documentation, websites, and other resources containing the previous URL must be updated.
• If only OAuth or OpenID Connect authentication is enabled and only one brand is active, enable BoldDesk form login or a supported social login before changing the subdomain.
• If a custom domain is mapped to the customer portal, remove the custom domain before changing the default BoldDesk subdomain.

If a custom domain is currently mapped, explore more on How to Remove a Custom Domain.

After changing the BoldDesk subdomain, you can map the custom domain again. For instructions, learn How to Map a Custom Domain to Your BoldDesk Help Center.

Watch the following video for more information:

Changing the BoldDesk Subdomain

To change the BoldDesk subdomain:

1. Sign in to the BoldDesk Agent Portal.

2. Go to Admin > Customer Portal > General.

3. In Brand, select the brand whose BoldDesk subdomain you want to change.

4. Locate the default BoldDesk portal URL.

5. Click Change.

   

6. In the displayed dialog, enter the required subdomain.

7. Review the resulting BoldDesk portal URL.

8. Click Update.

   

BoldDesk updates the default subdomain for the selected brand.

Change the Subdomain When a Custom Domain Is Mapped

BoldDesk requires you to remove an existing custom domain before changing the default BoldDesk subdomain.

To change the subdomain when a custom domain is mapped:

1. Go to Admin > Customer Portal > General.

2. Select the applicable brand.

3. Remove the currently mapped custom domain.

   

4. Change the default BoldDesk subdomain using the procedure described in Change the BoldDesk Subdomain.

5. Verify that the customer portal is accessible through the new BoldDesk subdomain.

6. Map the custom domain again, if required.

7. Verify the custom domain and its HTTPS configuration.

For detailed removal instructions, explore How to Remove a Custom Domain.

For custom domain mapping instructions, learn more on How to Map a Custom Domain to Your BoldDesk Help Center.

Troubleshooting

The Previous URL Does Not Open the Portal

This is expected after the subdomain is changed. BoldDesk does not automatically redirect the previous subdomain to the new URL.

Use the new BoldDesk portal URL and update any bookmarks or links containing the previous URL.

Users Cannot Sign In After the Subdomain Change

Confirm that:

• The users are opening the new portal URL.
• OAuth redirect URLs have been updated.
• OpenID Connect redirect URLs have been updated.
• JWT single sign-on settings use the new URL.
• The applicable identity provider configuration uses the new BoldDesk URL.
• BoldDesk form login or another supported sign-in method is available.

Email Forwarding Does Not Work

Review the email forwarding configuration and replace references to the previous BoldDesk subdomain with the new value.

Send a test email and confirm that BoldDesk receives and processes it successfully.

Links in Previously Sent Emails Do Not Work

Ticket, attachment, and inline-image links in emails sent before the subdomain change may contain the previous portal URL.

BoldDesk does not automatically update previously sent emails. Open the applicable ticket through the new portal URL when the previous link does not work.

The Subdomain Cannot Be Changed While a Custom Domain Is Mapped

Remove the custom domain before changing the default BoldDesk subdomain.

After the default subdomain is changed and verified, map the custom domain again if required.

Frequently Asked Questions

1. Can I change the default BoldDesk subdomain?
   Yes. Go to Admin > Customer Portal > General, select the applicable brand, and use Change to update the default BoldDesk subdomain.

2. Do I need to update email forwarding after changing the subdomain?
   Yes. Reconfigure any email forwarding settings that depend on the previous BoldDesk subdomain.

3. Can I change the subdomain while a custom domain is mapped?
   No. Remove the mapped custom domain before changing the default BoldDesk subdomain.

4. Can I map the custom domain again after changing the subdomain?
   Yes. After changing and verifying the default BoldDesk subdomain, you can map the custom domain again.

5. Does changing the subdomain change the organization’s custom domain?
   No. The default BoldDesk subdomain and a mapped custom domain are separate configurations.

Related Articles

1. How to Remove a Custom Domain
2. How to Map a Custom Domain to Your BoldDesk Help Center
3. How to Change a Brand’s Customer Portal Custom Domain in BoldDesk