Using your Own Domain Name
With Desk.com you can set up your own domain for your Support Center, rather than using the Desk.com provided URL. This means that customers would find your Support Center at yourcompany.com/support rather than yourdomain.desk.com.
- This feature requires the Standard Plan or above to have bene purchased
- You'll need to work with your team to set this up
- You'll need your site administrator or someone similar to set up some routing rules on your site.
- If you are changing an existing DNS entry rather than creating a new one, it may require some lead time before the change takes place, based on your DNS TTL (Time to Live). To minimize delays, we recommend reducing your TTL to 15 minutes at least 24 hours before you want to integrate your Desk.com Support Center. After your updates are complete, you can return to your regular TTL.
If you are not using Multi-Brand
Step 1: Create a CNAME record within your DNS provider's administration panel, and configure it to point to your Desk.com host. For example, if your Support Center is http://mysite.desk.com, make your CNAME something like http://support.mycompany.com and point it to your Desk.com URL.
This should look something like this:
support.mycompany.com CNAME mysite.desk.com
If you're unsure how to setup your CNAME, please consult your web hosting company or domain name provider. As the setup varies greatly from host to host, it's impossible for us to provide these instructions.
Step 2: Go your Admin Panel and click on Settings. It’ll take you to your Site Settings. From here, enter the domain you’ve decided on into the Web Address field. If this field is not visible, you are likely not on the required subscription tier. Contact Desk Support to discuss further.
Note: You must wait for the CNAME's DNS to propagate before you'll be able to save this setting. We do a real time lookup of the CNAME to ensure it's pointing to your Desk site. If DNS is not propagated, you will get an error.
In addition, this will also affect the login that your agents and admins use to log in, they will log in using the CNAME, and will affect any integrations that you are using that might be referencing the mycompany.desk.com url.
Click Update, and your CNAME is complete.
If you are using Multi-BrandStep 1: When using Multi-Brand, you need one unique CNAME setup for each brand.
Each CNAME will point to a subdomain of your Desk URL, such as:
Whereas a non-Multi-Brand setup points only to mysite.desk.com
A real world example would be if you had two brands set up, one for "Support" and the other for "VIP", your DNS record should look like this:
support.mycompany.com CNAME support.mysite.desk.com
vip.mycompany.com CNAME vip.mysite.desk.com
The first subdomain of the CNAME for a brand is arbitrary, but must be unique for each brand. For example, instead of "support.mysite.desk.com" you could use "tornadoes.mysite.desk.com" and it would work equally as well, provided that "tornadoes" is not already in use by a CNAME record for another one of your brands.
In the "Custom Web Address" field for each brand (this is under Admin > Channels > Support Center > Advanced Themes) you would enter the URL that you specified in your CNAME record (e.g., "support.mycompany.com").
Please do not hesitate to reach out to your friendly Desk.com Support Team with any questions.
Note: If you are changing an existing DNS entry rather than creating a new one, it may require some lead time before the change takes place, based on your DNS TTL (Time to Live). To minimize delays, we recommend reducing your TTL to 15 minutes at least 24 hours before you want to integrate your Desk.com Support Center. After your updates are complete, you can return to your regular TTL.Some notes regarding HTTP/HTTPs
If you have an SSL certificate you'd like to use for your custom domain, just follow this guide. Otherwise, visit Admin > Channels > Support Center > Advanced and ensure your 'Security Mode' is set to 'HTTP Only' (as shown below).
If you intend to use Private Access with your custom CNAME, you must use an SSL certificate. We do not support Private Access without an SSL cert under any circumstances.
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.