Adding a custom domain allows you to keep your help center on-brand, improve search visibility by hosting content on your own domain, and build customer trust with a familiar URL instead of a generic Ferndesk subdomain.
Pro tip: Use a memorable subdomain like help.yourcompany.com, docs.yourcompany.com, or support.yourcompany.com.
Prerequisites
Admin access to your Ferndesk workspace
Admin access to your domain's DNS provider (GoDaddy, Namecheap, Cloudflare, Route 53, etc.)
An existing domain you own
Steps
1. Add your domain in Ferndesk
Go to Help Center → Customize → Custom domain
Enter your desired subdomain (for example:
help.yourcompany.com)Click Connect domain
Expected result: Your domain appears with a "pending" status. Ferndesk displays your DNS configuration details.
2. Configure DNS records
Ferndesk will show you a CNAME record to add to your DNS provider. The details are:
Record type: CNAME
Host: The subdomain part of your domain (for example:
help)Target:
cname.ferndesk.cloud
Click the copy buttons next to each value to avoid typos.
To add the record to your DNS provider:
Log in to your domain provider's dashboard
Find the DNS or DNS Management section
Create a new CNAME record with the values above
Save your changes
DNS changes can take 24–48 hours to propagate globally. Your domain will remain in "pending" status until Ferndesk detects the DNS record.
3. Verify your domain
Return to Help Center → Customize → Custom domain
Click Refresh status
Expected result: When DNS propagates, your domain status changes to "active" and an external link button appears.
After setup
Your help center is now live at your custom domain. Share this URL with customers instead of the default Ferndesk URL.
Once active, all traffic to your help center—from search engines, customer links, and internal references—flows through your custom domain.
Troubleshooting
Problem | Cause | Solution |
|---|---|---|
Domain stuck on "pending" after 48 hours | DNS record not found or incorrect | Double-check the CNAME record in your DNS provider. Verify the host and target values match exactly. Some providers require a trailing dot (e.g., |
"This domain is already in use" error | Domain is registered with another Ferndesk workspace | Choose a different subdomain, or contact support if you think this is an error. |
"Please use a subdomain" error | Entered a root domain instead of a subdomain | Use a subdomain like |
"Please enter a valid domain" error | Domain format is invalid | Check for typos. The domain must include a dot and follow standard DNS naming rules. |
Remove a custom domain
To remove your custom domain and revert to the default Ferndesk URL:
Go to Help Center → Customize → Custom domain
Click Remove Domain
Confirm the action
Your help center will revert to its default Ferndesk subdomain. Update any links or bookmarks you've shared with customers.
Limitations
Subdomains are required (you cannot use a root domain like
yourcompany.com)Ferndesk automatically provisions SSL certificates—you cannot use custom certificates
Only CNAME record configuration is supported
What's next
Now that your help center is on your domain, you can customize your help center branding to match your website and configure SEO settings for better search visibility.