Troubleshooting Custom Domain Mapping in BoldDesk

If your custom domain is not working in BoldDesk, you need to configure a CNAME record in your DNS provider. This guide explains the steps, requirements, and verification process.

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 CNAME Lookup.
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.

Was this article useful?

Dislike

Comments (0)