Announcement: Change in default URL for web portals

Starting September 30th, 2023, Desk365 is implementing a change in the routing of your helpdesk. The default URL of your Desk365 helpdesk will no longer direct users to the Agent Portal. Instead, it will lead them to the Customer Support Portal.

This alteration is designed to eliminate confusion and streamline the end-user experience.

Current default URL

Currently, when you access your Desk365 helpdesk using the URL https://your-subdomain.desk365.io, you are automatically directed to the Agent Portal, which resides at https://your-subdomain.desk365.io/app/

For instance, if you enter https://sample.desk365.io/ in your browser as shown.

Change in default URL in Desk365

It will automatically redirect you to the Agent Portal https://sample.desk365.io./app/.

Change in default URL in Desk365

But, when your end-users type in the default helpdesk web address, it should lead them to the Customer Support Portal, not the Agent Portal. This can cause inconvenience for end-users and often makes them to contact the support agents for help. Hence a change in default URL is being made.

Upcoming change

The default URL of the helpdesk will no longer direct users to the Agent Portal, as it did in the past. Instead, it will seamlessly lead them to the Customer Support Portal. 

Starting September 30th, 2023, Desk365 will redirect the default URL to the Customer Support Portal. This means that when your end-users enter the URL https://your-subdomain.desk365.io/ in their browser, it will straightaway route them to the Customer Support Portal page at https://your-subdomain.desk365.io/support/.

To be precise, if you enter the default URL in browser it will take you to the Support Portal at https://sample.desk365.io/support/ as demonstrated below.

Change in default URL in Desk365

Action required

The actual URLs for your Agent Portal and the Customer Support Portal remain unchanged. Your Agent Portal will still be accessible at https://your-subdomain.desk365.io/app/, and the Customer Support Portal will continue to reside at https://your-subdomain.desk365.io /support/. This change is made to to enhance user experience without affecting your access to essential portals.

If you have any bookmarks or internal references pointing to the default URL, kindly update them to direct to the correct Agent Portal URL. This way, the change in the default URL won’t impact your references to the Agent Portal.

By redirecting the default URL to the Customer Support Portal, Desk365 aims to streamline access and reduce user confusion. Remember, the change in default URL won’t affect the actual URLs of your essential portals. If you have any questions or need assistance during this transition, don’t hesitate to reach out to us at help@desk365.io.

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