Your Domain & SSL

Your Domain & SSL

Putting your helpdesk on your own domain is the single highest-value setup step. It’s what turns a working helpdesk into your helpdesk.

What it unlocks

• Your customer support portal at your own address.
• Your agent workspace at your own address.
• A branded support email address ([email protected]).
• Your AI agents can share your real contact details when handing off a conversation. Until a domain is verified, they stay silent on contact details rather than quoting an address that isn’t yours.
• Free SSL, provisioned and renewed automatically.

How to add a domain

1. Open your helpdesk in the portal and go to the Access & Domains tab.
2. Click Add Domain and enter your domain (for example, support.yourcompany.com).
3. The portal shows you an IP address. In your domain’s DNS settings, add an A record pointing your domain to that IP.
4. Wait for DNS to propagate. ESC verifies the domain automatically.
5. Once verified, SSL is provisioned automatically. When the status reads Active, your https:// address is live.
6. Optionally, set the domain as Primary so it becomes your default access address.

CloudFlare users, read this. Set the record to DNS-only (grey cloud), not proxied (orange cloud). Proxy mode prevents domain verification and blocks the SSL certificate from being issued. This is the most common reason a domain gets stuck.

Don’t sit and wait

DNS propagation takes time, and nothing else in your setup depends on it. Add the domain, set the A record, then carry straight on with branding, agents and knowledge. It will complete in the background.

Your access links

The Access & Domains tab always shows you how to reach your helpdesk:

• Before your domain is active: a direct address is shown, so you can always get in.
• Once SSL is Active: your branded https:// links appear – one for your agent workspace, one for your customer support portal.

How many domains?

Your plan sets the limit: Starter 1, Growth 2, Pro 3, Enterprise unlimited.

If something isn’t working

• Domain stuck on pending: check the A record points to the exact IP shown in the portal, and that CloudFlare proxy is off.
• SSL not activating: SSL can only be issued once the domain verifies, so fix verification first.
• Chat isn’t sharing your support email: that’s this page’s job – the domain isn’t verified yet. Once it is, it fills in automatically.