Setting Up an SSL Support Center
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If you're using your own domain name for your account rather than your desk.com address (eg. support.yourdomain.com rather than yoursite.desk.com) and you deal with sensitive information or you want your communications with your customers to have an additional level of security protection, you may want to add SSL. This does require being on a Standard Plan and may incur additional charges, which are outlined in the steps below.
Important Note: To update an existing or expired cert, you can either upload them through our secure web form at https://support.desk.com/customer/portal/emails/new, or encrypt a zip file, email it over to firstname.lastname@example.org and then call us with the password. You can reach our support team at 877-226-9212. The same three files outlined above are necessary for an updated SSL Certificate.
Note: Using a custom domain with Desk mobile also requires an SSL cert.Step 1: Verify your Support center(s) are ready for SSL.
- Do you have any resources (CSS files, images, .js files) linked using HTTP? If so, update those to HTTPS in your Web Theme, or request your web developer make those changes if you're unsure how to.
- Are you using a CNAME for your Desk site, if so you need to set it up properly. Instructions to set that up: https://support.desk.com/customer/portal/articles/1548-how-to-use-your-own-domain-for-the-support-center
- Are the links in your Articles, sidebar, and footer coded using the Desk.com URL or your custom URL? If using the Desk.com URL, you'll want to update your links to avoid any SSL errors for your customers.
- If you’re using a CTI integration with TalkDesk, RingCentral, etc., you’ll need to coordinate a change to your account configuration with them, otherwise the widget in Desk will stop working once you’re switched to the custom domain and SSL certificate.
Step 2: Add the SSL service to your billing plan by going to Admin → Billing and check the "SSL Certificate Hosting" option.
Note: If you do not see this option in your Billing area, your plan does not support it. This may be due to you being on an older plan before we supported SSL. If that's the case, reach out to your Account Manager to discuss getting on a more current plan that supports SSL.
Step 3: Go to Admin → Settings → SSL Certificate Hosting and submit your SSL Certificate and SSL Private Key in the fields provided.
Note: Once you have uploaded your cert, a member of the desk.com support team will reach out to you to organize a suitable time for install and gather further information, such as your preferred CNAME and relevant brands, if any.
For detailed instructions on creating those files, follow these instructions from AWS:
- Install and Configure OpenSSL
- Create a Private Key
- Create a Certificate Signing Request
- Submit the CSR to Certificate Authority
Many Web Hosting Companies include a Control Panel with your site and domain. This may include an option to generate a CSR which may easier for you.
Step 4: Desk Support will usually be in touch with you within the same business day. For the SSL Certificate to be implemented or for our team will book in an install time with you, once all needed info is confirmed.
Note You'll need to account for a 15-20 minute outage for this switch, as there is a DNS change associated with it. It could be as little as 2 minutes, but the TTLs are set to 15 minutes, so planning for 20 minutes should give you worst-case coverage.
Step 5: Going forward, you'll need to use https://help.yourcompany.com to access your account (or https://support.yourcompany.com, etc, whatever domain you've chosen).
Note: The feature(s) in this article requires the Standard Plan or above. To upgrade your account, log in to the Admin panel and click "Billing" on the right. See the overview of our pricing plans or reach out to Sales for more info.