SaaS Help Desk » Hosted HelpDesk on a Custom Domain

Hosted HelpDesk on a Custom Domain

By default your SaaS help desk will have an URL like:

https://company.jitbit.com/

But you can also use a custom domain name with your account, something like:

https://support.company.com

Note that you can only use a subdomain. Just "company.com" will most likely not work, since it probably points to your main website.

To set up a custom domain for your helpdesk follow these steps:

  1. Log in to your hosted helpdesk and go to "Administrator - General settings".
  2. Edit the "custom domain" field, click "Save"
  3. Adjust your domain's DNS settings (in your registrars control panel) - add a CNAME record, that will point to the following hostname: example.jitbit.com (replace "example" with your actual helpdesk URL)
  4. You might want to add a test record to your local "hosts" file that points to our IP address and test everything before actually editing your DNS zone.

You're all set now. Restart your browser and start using the helpdesk under a custom domain name. Someitmes you might need to wait until the DNS changes propagate across the Internet, this can take from 1-2 hours up to two days (rarely).

SSL (HTTPS) on a custom domain

Previously we asked customers to provide us with their own certificate to enable SSL for a custom domain. Now you don't have to do anything, all the certificates are generated and renewed for you automatically. We use Let's Encrypt and ACME to manage this. Nothing is required from you - once you add a CNAME record and enter your custom domain in General Settings we will automatically enable a fully functional SSL. But having a correct CNAME record is a must, otherwise the certificate verification process will fail.

One more time, make sure you:

  1. Set up a CNAME record pointing to your-account.jitbit.com and wait for it to update accross the Net
  2. Set up the custom domain name in the admin panel. And that's it

We also use a technology called SNI SSL (Server Name Indication) to make this possible, SNI is supported by all modern browsers (IE11, Opera, Chrome, Firefox, Safari, Egde). But please be aware that some older browsers like Internet Explorer 7.0 and lower on Windows XP/7 may not fully support this, it will show you an "invalid certificate" warning, but the Helpdesk application will remain fully functional, there is nothing to be worried about.

Last updated: 5/16/2020 more SaaS Help Desk whitepapers Hosted HelpDesk on a Custom Domain

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