Note

If you’re using Deskpro On-Premise, you control the URL or IP address where the helpdesk is hosted by configuring your webserver and DNS settings. See the Sysadmin manual for details.

When you first set up a Cloud helpdesk, it is hosted on a Deskpro sub-domain like yourcompany.deskpro.com; Agents log in at yourcompany.deskpro.com/agent/ and the Admin interface is athttp://yourcompany.deskpro.com/admin/

You can configure a Cloud helpdesk so it’s accessible through your own sub-domain such as help.yourcompany.com or support.yourcompany.com, where yourcompany.com is your company’s domain.

You could even use a dedicated domain just for your helpdesk e.g. yourcompanyhelp.com.

Note

On Cloud, you can’t have a custom helpdesk address using a directory, like www.yourcompany.com/helpdesk. It must be a subdomain, like helpdesk.yourcompany.com.

To set this up:

  1. Go to Setup > Domain / URL Setup.
  2. Click Use a custom URL. Enter the domain that name you want to use.
  3. Edit the DNS settings for your domain to create a CNAME record mapping yourcompany.deskpro.com to your custom domain:
NAME TYPE VALUE
support.yourcompany.com. CNAME yourcompany.deskpro.com.

Note that the Admin interface will always be accessible through the originalyourcompany.deskpro.com/admin/ address. This is useful if you run into problems with your custom domain (e.g. it expires).

SSL encryption on a custom domain will be automatically enabled for Cloud accounts.

Published: 23/03/2017

Last updated: 19/06/2019