Domains

Account Panel > Domains

Adding Your Custom Domain

For branding purposes, it is often important to associate your helpdesk with your own existing URL.

To accomplish this, you will need to use a CNAME record to associate your custom domain or subdomain with your helpdesk URL. A CNAME, or Canonical Name record is an entry within the Domain Name System (DNS) that specifies where a user can find your web pages or any other URL.

First, you will need to decide on the custom domain or subdomain to use. For example, instead of accessing your help desk using helpdeskname.supportsystem.com you could use something like www.mydomain.com or helpdesk.mydomain.com if you like.

To add your domain to your helpdesk, inside your Account Panel, locate the Account tab and click on Domains. Then click Add Domain on the far right and add the desired URL on the corresponding page. Click Add Domain at the bottom when done. Once the domain is added, a Let’s Encrypt SSL certificate will be automatically generated for the domain.

Next, you’ll need a corresponding CNAME record for the help desk address you selected, associating it with dl.supportsystem.com. For example, if you selected helpdesk.mydomain.com then you will need to associate helpdesk to dl.supportsystem.com.

Each hosting service has slightly different ways to create CNAME records. When in doubt, check with your host or DNS provider for additional help or instructions.

After verifying that the CNAME is working correctly, you can select the newly added domain as the default help desk domain in Account Panel > Account > Settings. Keep in mind that changes to DNS records may take up to 48 hours to take effect.

Account Panel > Domains > Add Domain

Domain Name: You can not edit the subdomain although you can add your own custom domain. Any subdomain changes require an email request to help@supportsystem.com.

Domain Status: Set your domain to active or disabled

Panel Access: Check to enable which panels are accessible via this domain. (Client Panel, Staff Panel, Control Panel)

Domain Security Features

Force HTTPS: HTTPS (Hypertext Transfer Protocol Secure) is forced automatically for all SupportSystem subdomains, as well as for all Custom Domains added.

SSL Certificate: Let’s Encrypt certificates are available at SupportSystem across all subscription plans. Let’s Encrypt is a free, automated, and open certificate authority (CA), run for the public’s benefit of a more secure, safer and privacy-respecting internet.

The key benefits of the Let’s Encrypt certificates include:

Cost-free

No installation/upload required on your end

No dedicated IP required

Trusted by all major browsers

Auto-renewable

You will simply add a custom domain to your SupportSystem account from the Domains Tab and we will handle the rest, including renewing the certificate every 90 days.