How to Change the Default Domain in Bolddesk
BoldDesk assigns every brand a default domain (e.g., yourbrand.bolddesk.com) that customers use to access the Customer Portal. Administrators can update this domain at any time based on branding changes, restructuring, or new portal requirements.
This guide covers how to change the default domain in two scenarios:
- When no custom domain is mapped
- When a custom domain is already mapped
Why You Might Need to Change the Default Domain (Use Case)
A common scenario for updating the default domain is during a brand rename, acquisition, or multi‑brand restructuring. For example:
- If your organization originally used
support-oldbrand.bolddesk.combut recently rebranded to “NewBrand,” you may want a new default domain such assupport-newbrand.bolddesk.comto ensure consistent branding across all customer‑facing touchpoints.
Changing the default domain ensures:
- The Customer Portal matches the new brand identity
- Customers always access the correct help desk URL
- Additional brands in your BoldDesk account each maintain their own unique, organized domains
This is especially useful when managing multiple brands under one BoldDesk account, where each brand requires a clean, well‑defined domain structure.
How to Change the Default Domain with No Custom Domain Mapped
Follow these steps if your brand does not currently use a custom domain:
-
Navigate to Customer Portal Settings
Go to:
Agent Portal → Admin → Customer Portal → General Settings -
Select “Change”
Under the Default Domain section, click Change. -
Enter the New Default Domain
A dialog box appears; enter the desired subdomain. -
Click “Update”
Your default domain is updated for that brand.
Once changed, the previous domain becomes inactive. Customers must access the portal using the newly configured domain.
How to Change the Default Domain with Custom Domain Mapped
If your brand uses a custom domain, you must remove it before updating the default domain.
-
Remove the Custom Domain
Navigate to:
Agent Portal → Admin → Customer Portal → General Settings
Click Remove next to the custom domain. -
Select “Change”
Under Default Domain, click Change. -
Enter the New Default Domain
Provide the updated subdomain. -
Click “Update”
The default domain is now changed. -
Remap Your Custom Domain
After updating, you may remap your custom domain from the same settings page. Explore further instructions about How to map a custom domain.
Default domains are brand‑specific. If you manage multiple brands, repeat this process for each brand that requires a domain update.
FAQs
-
Does changing the default domain affect existing tickets or customer data?
No. It only updates the Customer Portal URL; all tickets and data remain unchanged. -
Will the old default domain redirect automatically?
No. The old domain becomes inactive immediately after the update. -
Can each brand use a different default domain?
Yes. Each brand has a unique default domain and configuration. -
Do I need to remove my custom domain before updating the default domain?
Yes. A custom domain must be removed before the default domain can be changed.
