Hosted HelpDesk on a Custom Domain

By default, your SaaS help desk is available at an address like:

https://company.jitbit.com/

You can also use your own custom domain name, for example:

https://support.company.com

Note: You can only use a subdomain. Using just company.com usually won't work, as it typically points to your main website.

To set up a custom domain for your help desk, follow these steps:

Update your domain's DNS settings (in your registrar's control panel) and add a CNAME record that points to: example.jitbit.com (replace example with your actual help desk URL).
Log in to your hosted help desk and go to Administrator ? General Settings.
Enter your custom domain into the Custom domain field and click Save.

That's it! Restart your browser and start using the help desk under your custom domain. In some cases, you may need to wait for DNS changes to propagate across the internet. This usually takes a few minutes, but can take up to 1-2 hours in rare cases.

SSL (HTTPS) on a custom domain

In the past, customers had to provide their own SSL certificates to enable HTTPS on a custom domain. This is no longer required. All SSL certificates are now generated and renewed automatically for you.

We use LetsEncrypt and the ACME protocol to manage SSL certificates. Once you add the correct CNAME record and specify your custom domain in General Settings, we will automatically issue and enable a fully functional SSL certificate.

A correctly configured CNAME record is required. If the CNAME is missing or incorrect, the certificate validation process will fail.

To summarize, make sure you:

Create a CNAME record pointing to example.jitbit.com and wait for DNS changes to propagate.
Enter the custom domain name in the admin panel. That's all.

Troubleshooting

If the custom domain or SSL does not work as expected, please check the following:

Verify that the CNAME record is correct and fully propagated. You can use online DNS lookup tools to confirm this.
Make sure the custom domain is entered exactly as configured in DNS (no extra spaces, correct spelling).
If your domain uses CAA records, ensure that LetsEncrypt is allowed to issue certificates for your domain. If it is not allowed, SSL certificate generation will fail.

If your domain has a CAA record, add an additional one for LetsEncrypt (do not remove existing CAA records), for example:

example.com CAA 0 issue "letsencrypt.org"

After updating CAA records, allow some time for DNS propagation and then try removing and adding the custom domain again.