How to map a custom domain

By default, your help center’s web address will be a BoldDesk subdomain such as pacific.bolddesk.com. However, you can map your 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.

Setting up a custom domain mapping

To map a custom domain, follow the given steps:

1. Navigate through the Agent Portal > Admin Module > Customer Portal > General settings page.
   
   

   
   
   

2. Click Brand. From the list of brands available in the dropdown menu, select the brand for which the custom domain should be mapped.
   
   

   
   
   

3. After selecting the required brand, click the Map Custom Domain button to change the brand’s custom domain.
   
   

   
   
   

4. A dialogue box will appear, in which you should enter the required custom domain. After entering the custom domain, click the Update button to map the custom domain for your brand.
   
   

   
   
   

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 the 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, but most of the time it is activated within a few minutes. You can also use the default BoldDesk domain https://pacific.bolddesk.com.

If the root domain has a CAA Record, then make sure to include Let’s Encrypt or remove the existing CAA record.

Learn more on How to Troubleshoot an Issue in Custom Domain Mapping.

Create a CNAME record at your DNS provider

The custom domain must be a subdomain of a domain that you own and have already set up with a DNS hosting provider.
You will use a CNAME record to create and redirect the subdomain to point to BoldDesk servers.

Find your DNS hosting provider, if unsure

Your DNS hosting provider is typically the service through which you’ve registered your domain name or the hosting platform where your website is hosted. MX Toolbox’s DNS Lookup serves as a useful tool for uncovering public information about your domain. Simply enter your domain, and towards the bottom, you’ll find a box displaying the DNS hosting provider for your domain.

Create a record at your DNS hosting provider

Every DNS hosting provider will employ their own terminology and formatting when it comes to setting up a CNAME record.

These represent some of the prominent DNS hosting providers available, yet there are numerous (potentially millions) of DNS hosting providers in existence. Below, we’ve provided links to help pages on CNAME or DNS from some popular providers.

If your DNS provider is not included in this list, or if you require assistance or are unsure about how to log in to your account, it is advisable to reach out to their support team for assistance. They will help you identify the appropriate format.

1. GoDaddy: Domains Help: Add a CNAME record
2. Cloudflare: Create CNAME Records at Cloudflare to Work With BoldDesk
3. Namecheap: How to Create a CNAME Record For Your Domain
4. Network Solutions: Host Aliases (CNAME Records)
5. Hover: Managing DNS records
6. DNSMadeEasy: CNAME Record
7. Google Domains: Create an A or CNAME record
8. Rackspace Cloud DNS: Create DNS records with Cloud DNS
9. Bluehost: What Is A CNAME - How To Create & Edit CNAME

If you have added a CAA Record for the root domain, then include letsencrypt.org.

If a CAA record is not present, this step can be skipped.

Frequently Asked Questions (FAQs)

1. What is the default web address for my BoldDesk help center?
By default, your help center will have a BoldDesk subdomain such as:
https://pacific.bolddesk.com.

2. Can I use my own domain for the help center?
Yes. You can map a custom subdomain like: https://support.yourcompany.com. This allows your help center to appear under your brand’s domain.

3. Can I map the help center to a subfolder instead of a subdomain?
No. BoldDesk currently does not support subfolder mapping (e.g., yourcompany.com/support). Only subdomains are supported due to DNS and SSL requirements.

4. Is there a workaround for using a subfolder-like URL?
Yes. You can:

• Create a page on your website (e.g., yourcompany.com/help).
• Embed the BoldDesk webform with Knowledge Base enabled inside that page.
  Learn more How to Enable Knowledge Base in Web Form.

5. Can I customize article URLs for SEO?

No. BoldDesk uses the format:
https://help.yourcompany.com/kb/article/68/how-to-install-bulk-mockup-version-3-on-a-mac-device
Replacing kb/article/68 with category-based slugs (e.g., https://help.yourcompany.com/mac/how-to-install-bulk-mockup-version-3) is not supported.

6. How do I enable HTTPS for my custom domain?
Add a DNS record for your custom domain:

• CNAME pointing to sslproxy.bolddesk.com
• Use only CNAME (do not add an A record).
• Use only the subdomain, not the root domain.
  Your custom domain will be activated shortly. DNS propagation may take up to 72 hours, but usually completes within minutes. If the root domain has a CAA Record, include Let’s Encrypt or remove the existing CAA record. Learn more on Troubleshooting an Issue in Custom Domain Mapping.

Related Article

1. How to change a Custom Domain?
2. How to remove Custom Domain?
3. How to add custom support email address?