BoldDesk allows administrators to map a custom subdomain, such as https://support.example.com, to a Customer Portal. If you no longer want to use the custom domain, you can remove it from the Customer Portal settings.

After the custom domain is removed, the Customer Portal reverts to the default BoldDesk domain configured for the selected brand.

What Is the Default BoldDesk Domain?

The default domain is the BoldDesk-provided Customer Portal URL assigned to a brand. It follows this format:

https://<your-subdomain>.bolddesk.com

For example, if your configured subdomain is pacific, the default domain is:

https://pacific.bolddesk.com

Use Cases

Remove a custom domain when you need to:

• Revert the Customer Portal to its default BoldDesk domain.
• Replace the existing custom domain.
• Remove an unused or incorrectly configured domain.
• Troubleshoot portal access issues related to the custom domain.

Prerequisites

Before removing the custom domain:

• Confirm that you selected the correct brand.
• Record the current custom and default domain URLs.
• Inform customers and agents about the URL change.
• Review authentication, email, integration, and website configurations that use the custom domain.
• Ensure another supported sign-in method is available if your current sign-in configuration depends on the custom domain.

Remove the Custom Domain

1. Go to Agent Portal → Admin → Customer Portal → General.
   

   
   
   

2. If you manage multiple brands, select the required brand.

3. Locate the Custom Domain section.

4. Verify that the displayed domain is the one you want to remove.
   

   
   
   

5. Click Remove.
   

   
   
   

6. Confirm the removal.

Result: The custom domain is removed immediately, and the Customer Portal reverts to the default BoldDesk domain configured for the selected brand.

Verify the Default Domain

After removing the custom domain:

1. Locate the Default Domain section on the General settings page.
2. Copy the displayed URL.
3. Open the URL in a new browser tab.
4. Confirm that the Customer Portal loads.
5. Test the available customer sign-in methods.

Considerations Before Removal

Removing a custom domain can have the following effects:

• Customers can no longer access the portal through the removed domain.
• The removed domain is not automatically redirected.
• Bookmarks, websites, documentation, and integrations using the domain must be updated.
• OAuth, OpenID Connect, SAML, and other authentication settings may require updated callback or redirect URLs.
• Links to tickets, inline images, and attachments in previously sent emails may no longer work.
• BoldDesk does not automatically notify customers or agents about the change.

Update Related Configurations

After removing the domain, review and update:

• Customer-facing support links.
• Agent and customer bookmarks.
• Email templates and agent signatures.
• Single sign-on callback and redirect URLs.
• Allowed origins and trusted domains.
• Integrations that reference the old URL.
• Internal and public documentation.

Previously sent emails and existing external content are not updated automatically.

Troubleshooting

The Customer Portal Does Not Open

1. Go to Admin → Customer Portal → General.
2. Select the correct brand.
3. Copy the URL displayed under Default Domain.
4. Open it in a private or incognito browser window.
5. Confirm that the brand and Customer Portal are active.

The Removed Domain Still Opens

The domain may be loading from a browser, DNS, proxy, or content-delivery cache.

1. Clear the browser cache.
2. Test the URL in a private browser window.
3. Check whether an external redirect is configured.
4. Review the domain’s DNS and hosting configuration.
5. Allow time for DNS or proxy changes to propagate.

Sign-In Does Not Work

• Update authentication callback and redirect URLs with the actual default domain.
• Review trusted domains and allowed origins.
• Confirm that the required sign-in method is enabled.
• Test the sign-in flow in a private browser window.

The Portal Reverted to an Unexpected Domain

1. Go to Admin → Customer Portal → General.
2. Confirm that the correct brand is selected.
3. Check the URL under Default Domain.
4. Change the default domain if necessary.

The Remove Option Is Unavailable

• Confirm that a custom domain is currently mapped.
• Select the correct brand.
• Verify that your role can manage Customer Portal settings.
• Refresh the page and try again.

Frequently Asked Questions

1. What happens after I remove a custom domain?
   The Customer Portal reverts to the default BoldDesk domain configured for the selected brand.

2. Where can I find my actual default domain?
   Go to Agent Portal → Admin → Customer Portal → General, select the required brand, and locate the Default Domain section.

3. Is the default domain the same for every brand?
   No. Default domains are brand-specific. Each brand can have its own default BoldDesk domain.

4. Is the custom domain removed immediately?
   Yes. The removal takes effect after you confirm the action.

5. Does removing the domain delete portal data?
   No. Removing a custom domain changes the Customer Portal address. It does not delete tickets, contacts, or Knowledge Base content.

Related Articles

1. How to Map a Custom Domain to Your BoldDesk Help Center
2. How to Change a Custom Domain
3. How to Change the Default Domain in BoldDesk