Help Desk Custom Domain Setup - Use Your Own URL

Your Jitbit SaaS help desk comes with a default address like https://company.jitbit.com/, but most teams prefer to run their help desk on a custom domain that matches their brand, for example:

https://support.company.com

A custom domain makes your support portal look professional, builds trust with customers, and keeps your branding consistent across every touchpoint. Setting one up takes just a few minutes.

Why use a custom domain for your help desk?

• Brand consistency -- customers see your domain, not a third-party URL
• Increased trust -- a branded support portal signals professionalism
• Easier to remember -- support.company.com is intuitive for your users
• Free automatic SSL -- HTTPS is provisioned and renewed for you at no extra cost

How to set up a custom domain

To connect your own domain to the hosted help desk, follow these three steps:

1. Open your domain registrar's DNS control panel and add a CNAME record that points to example.jitbit.com (replace example with your actual Jitbit help desk subdomain).
2. Log in to your help desk and navigate to Administrator → General Settings.
3. Enter your custom domain in the Custom domain field and click Save.

Restart your browser and your help desk will be accessible under the new custom domain. DNS changes typically propagate within a few minutes, though in rare cases it can take up to 1-2 hours.

Note: You must use a subdomain (e.g., support.company.com). Using a bare root domain like company.com is not supported, as it typically points to your main website.

Automatic SSL (HTTPS) on your custom domain

Every custom domain gets a free SSL certificate -- no manual configuration required. Jitbit uses LetsEncrypt and the ACME protocol to automatically issue and renew SSL certificates as soon as your CNAME record is verified.

There is nothing extra to configure. Once your CNAME record is in place and you have entered the custom domain in General Settings, HTTPS is enabled automatically.

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

Troubleshooting custom domain and SSL issues

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

• Verify the CNAME record -- confirm it is correct and fully propagated using an online DNS lookup tool.
• Check for typos -- the custom domain entered in General Settings must match your DNS configuration exactly (no extra spaces, correct spelling).
• Review CAA records -- if your domain uses CAA records, LetsEncrypt must be allowed to issue certificates. If it is blocked, SSL generation will fail.

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

example.com CAA 0 issue "letsencrypt.org"

After updating CAA records, allow time for DNS propagation, then remove and re-add the custom domain in your help desk settings to trigger a new certificate request.

Custom domain setup checklist

Use this quick reference to make sure everything is configured correctly:

1. Create a CNAME record pointing your chosen subdomain to example.jitbit.com.
2. Wait for DNS propagation (usually a few minutes).
3. Enter the custom domain in Administrator → General Settings.
4. Verify that both http:// and https:// resolve correctly.

Need help? Contact Jitbit support and we will get your custom domain running in no time.