Fix Custom Domain Issues in BoldDesk Using a CNAME Record

If your custom domain is not working in BoldDesk, the most common cause is an incorrect or missing CNAME record. BoldDesk requires a specific CNAME configuration to route traffic securely to your Customer Portal or Help Center.

This article explains how to:

Configure the required CNAME record
Map the subdomain in BoldDesk
Verify the configuration
Resolve common custom domain issues

Use Cases

Use this guide if you:

Want to use a custom subdomain for the BoldDesk Customer Portal
Recently mapped a domain but the portal is not accessible
See SSL or loading issues after domain mapping
Are migrating from the default BoldDesk domain to a custom domain
Need to troubleshoot custom domain activation delays

How Custom Domains Work in BoldDesk

BoldDesk supports custom domains using subdomains only (for example, support.yourcompany.com).
To enable this, BoldDesk requires a CNAME record that points your subdomain to a BoldDesk‑managed endpoint.

BoldDesk does not support:

Root domain mapping
Record types other than CNAME for custom domains

Step 1: Add a CNAME Record in Your DNS Provider

Log in to your DNS provider (for example, Cloudflare, GoDaddy, Namecheap).
Create a new record and select CNAME as the record type.
Set the CNAME to point to: sslproxy.bolddesk.com.
Use only your subdomain (for example, support.yourdomain.com) in the Name field.
Save the record.
Go to your DNS provider.
Select the CNAME record type.
The canonical name (CNAME) record should be pointing to sslproxy.bolddesk.com.

The record type should be CNAME. Other record types such as A, ANAME, etc., will not work in BoldDesk custom domain mapping.
The CNAME record should not be pointing to sites or IP addresses other than sslproxy.bolddesk.com.
Use only your subdomain and not your root domain while adding a CNAME record.
The Internet RFC states you cannot set a CNAME record for a root domain. Therefore, you are recommended to use a subdomain.
After successfully adding a CNAME record to your DNS provider, your custom domain will be activated shortly; sometimes it may take up to 72 hours for DNS propagation. You can also use the default BoldDesk domain https://{{example}}.bolddesk.com.

Step 2: Map the Subdomain in BoldDesk

After adding the CNAME record:

Go to your BoldDesk portal settings.
Enter your subdomain in the Custom Domain URL field. Learn How to map a custom domain.

Step 3: Verify CNAME Record

To confirm your CNAME is correctly configured:

Go to Verify CNAME record.
Enter your subdomain (for example, support.yourdomain.com).
Click CNAME Lookup.

Expected Result:

Record type: CNAME
Points to: sslproxy.bolddesk.com

If Incorrect:

If your CNAME is not added correctly, you will get the below result.

Check that you used CNAME, not A or other record types.
Ensure the target is sslproxy.bolddesk.com.
Confirm you used a subdomain, not the root domain.

Special Cases

Cloudflare Users: Disable Proxy Status for the CNAME record.
CAA Record Present: If you have a CAA record for your root domain, add letsencrypt.org to allow SSL issuance.

Frequently Asked Questions (FAQs)

Q1: Why can’t I use an A record instead of CNAME?
A: BoldDesk requires CNAME for SSL and domain mapping. A records will fail.

Q2: How long does DNS propagation take?
A: Typically a few hours, but it can take up to 72 hours.

Q3: Can I use my root domain?
A: No. RFC standards prohibit CNAME at the root level. Use a subdomain like support.yourdomain.com.

Q4: Can I manage DNS records from BoldDesk?
No. DNS records must be managed outside BoldDesk.

Q5: Does BoldDesk provide SSL for custom domains?
Yes. BoldDesk automatically provisions SSL once the CNAME is configured correctly.

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