Connect a custom domain to your help center

Hosting your help center on your own domain builds trust with customers, improves SEO, and maintains brand consistency. Subdomains like help.yourcompany.com are the recommended approach.

Before you begin: You'll need admin access to both Ferndesk and your DNS provider (GoDaddy, Namecheap, Cloudflare, Route 53, etc.).

Set up your custom domain

1. Add the domain in Ferndesk

Go to Help Center → Customize → Custom domain.

Custom Domain section in the Ferndesk Customize settings

Enter your subdomain (e.g., help.yourcompany.com) in the input field.

Custom domain input field with placeholder text

Click Connect domain. The status will show as "pending" with DNS configuration details.

Pending domain status showing DNS configuration with CNAME record details and copy buttons

2. Add the CNAME record

In your DNS provider's dashboard, create a CNAME record with these values:

Type	Value
CNAME	Host: `help` (your subdomain)
	Target: `cname.ferndesk.cloud`

Use the copy buttons in Ferndesk to avoid typos. Some DNS providers require a trailing dot on the target (e.g., cname.ferndesk.cloud.).

DNS propagation takes 24–48 hours. Your domain remains in "pending" status until Ferndesk detects the record.

3. Verify activation

Return to Help Center → Customize → Custom domain and click Refresh status.

Refresh status button in the custom domain settings

Once DNS propagates, the status changes to "active" and your help center is live at your custom domain.

Common issues

Problem	Cause	Solution
Domain stuck on "pending" after 48 hours	DNS record not found or incorrect	Verify the CNAME host and target match exactly. Check for typos and trailing dots as required by your provider.
"Domain already in use" error	Another Ferndesk workspace uses this domain	Choose a different subdomain or contact support if this is an error.
"Use a subdomain" error	Root domain entered (e.g., `example.com`)	Use a subdomain like `help.example.com`.
"Invalid domain" error	Domain format is incorrect	Check for typos. Domains must include a dot and follow standard DNS naming rules.

Remove your custom domain

To revert to the default Ferndesk URL, go to Help Center → Customize → Custom domain and click Remove Domain. Update any shared links or bookmarks after removing.

Note: Ferndesk automatically provisions SSL certificates and only supports CNAME records. Root domains are not supported.

Next steps

Once your custom domain is active, customize your branding and configure SEO settings to maximize search visibility.

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