Set up a custom domain using a CNAME

When you install Docs, you'll be asked to fill in a subdomain, which is used to access your public-facing knowledge base. You can share this subdomain with your customers, or you can set up a custom domain, such as support.yourdomain.com. This article walks you through setting up a custom domain.

In this article

Adding a custom domain

We're going to use help.jgclothing.co as our Docs domain. Our subdomain is jg-clothing.helpscoutdocs.com. Just add your desired custom domain to the Custom Domain field on the Docs Settings page. Make sure that Public Docs Website switch is ON, then click the blue Save button at the bottom of the page.

Creating a CNAME

To make all of this jive, you'll need to create a CNAME with your DNS provider. In most cases, your DNS provider is where you registered your domain name. For example, Hover or GoDaddy. When you create the CNAME, you'll be prompted to insert a host name or subdomain. Continuing with our example above, jg-clothing would be our subdomain.

You'll also be asked to add a destination URL for your custom domain. In this case, it would be jg-clothing.helpscoutdocs.com. In other words, we're simply setting up a rule that says:

  • If a customer visits help.jgclothing.co (our custom domain), they should see the page located at jg-clothing.helpscoutdocs.com (our Docs subdomain).
  • If a customer visits support.yourcompany.com (your custom domain), they should see the page located at yourcompany.helpscoutdocs.com (your Docs subdomain).

Note: Once you save the CNAME, it can take up to 24 hours for it to propagate and properly point to Help Scout. Although, you could see changes take effect in as little as an hour. If you see any TTL settings when setting up your CNAME, just leave those as is.

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