SaaS Help Desk » Hosted HelpDesk on a Custom Domain

Hosted HelpDesk on a Custom Domain

By default your hosted help desk will have an URL like this:

But you can also use a custom domain name for your helpdesk, like this:

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

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

  1. Log in to your hosted helpdesk and set up a custom domain in "Administrator - General settings".
  2. Adjust your domain's DNS settings (in your registrars control panel). Add a CNAME record, that will point to the following hostname: (replace "example" with your helpdesk URL)
  3. 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 you needed to provide us with your certificate to enable SSL for your 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.

One more time, make sure you:

  1. Set up a CNAME record pointing to 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: 9/30/2019 more SaaS Help Desk whitepapers Hosted HelpDesk on a Custom Domain

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