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How to map, change or remove custom domain

Updated on : August 22, 2022

By default, your help center’s web address will be a Bold Desk subdomain such as “example.bolddesk.com”. However, you can map your own custom subdomain like “support.yourcompany.com” which brings you to your customer’s site.

Check out this video on how to set up a custom domain

https://www.youtube.com/watch?v=xYh3V65kaNU
Setting up custom domain

How to Map a Custom Domain

To map a custom domain, follow the steps below:

  1. Navigate through the Agent Portal > Admin Module > Customer Portal > General settings page
  1. Click on Brand. From the list of brands available in the dropdown menu, you can select the brand for which the custom domain should be mapped.
  1. After selecting the required brand, click the Map Custom Domain button to change the brand’s custom domain.
  1. A dialogue box will appear, in which you must enter the required custom domain. After entering the custom domain, click the Update button to map custom domain for your brand.
map-a-custom-domain

Note:

  • For enabling HTTPS for your custom domain add a DNS record for your custom domain
    CNAME pointing to sslproxy.bolddesk.com
  • Use only CNAME don’t add A record entry.
  •  Use only subdomain and not your root domain while adding a CNAME record.
  • Your custom domain will be activated shortly, sometimes it may take up to 72 hours for DNS propagation. You can also use default BoldDesk domain https://example.bolddesk.com.

 

How to change a Custom Domain

To change a custom domain, follow the steps below:

  1. Navigate to Agent Portal > Admin Module > Customer Portal > General settings page.
  1. Click on the Change button.
  1. A dialog box will appear, in which you must enter the required custom domain you need to change. After entering the custom domain, click the Update button to change custom domain for your brand.

Consequences to consider before changing custom domain:

  • You will not be able to access the portal using the old URL. There will be no redirection set up for the old URL from the BoldDesk site.
  • If your old URL is taken by another user, you cannot reclaim it.
  • You must reconfigure your email forwarding and single sign-In settings to use the new URL.
  • All tickets’ links, including file attachments and images, may appear broken in the already sent emails.
  • If you have only OAuth or OpenID login enabled and only one brand is active, it is recommended that you should enable a social or form login before changing the subdomains.

 

How to remove Custom Domain

To remove a custom domain, follow the steps below:

  1. Navigate to Agent Portal > Admin Module > Customer Portal > General settings page.
  1. Select the custom domain you wish to remove.

Click on the Remove Custom Domain button for a dialog box to appear.

  1.  Click on the Remove button to remove the custom domain.

Put the following into  consideration before removing custom domain:

  • Your custom domain will be removed and reverted to default domain URL https://pacific.bolddesk.com.
  • You will not be able to access the portal using the old URL.
  • There will be no redirection set up for the old URL from the BoldDesk site.
  • If your old URL is taken by another user, you cannot reclaim it.
  • You must reconfigure your email forwarding and single sign-on settings to use the new URL.
  • All ticket links, including file attachments and images may appear broken in the already sent emails.
  • If you have only OAuth or OpenID login enabled and only one brand is active, it is recommended that you should enable a social or form login before changing subdomains.

Note:

  1. Do not use a DNS A record for your custom domain, make sure the DNS record you create is a CName record.
  2. The Internet RFC states you cannot set a CName record for a root domain. Therefore, you are recommended to use a subdomain.


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