Use Your Own Custom Domain With Docs
Upon creating a Docs site, one of your options is to create a Sub-domain. This will make sub-domain.helpscoutdocs.com the address for your Docs site. You can share that address with your customers, or you can set up a custom domain, e.g. help.jgclothing.co, to use with your Docs site instead. There is no additional charge to use a custom domain name with your Docs site. This article walks you through setting up a custom domain.
In this article
Create a CNAME Record at Your DNS Provider
You'll need to create a CNAME record at your DNS hosting provider and add the custom domain name in Docs settings in Help Scout. A CNAME record tells computers that when someone types in your custom domain (e.g. help.jgclothing.co) that you want it to actually reach out to the Docs site address (e.g. jg-clothing.helpscoutdocs.com).
Don't know who your DNS hosting provider is? Your DNS hosting provider is likely to be the service where you've registered the domain name or the hosting service where you host your website. MX Toolbox's DNS Lookup is a super helpful tool to discover public information about your domain — enter your domain there and you'll see a box near the bottom that will show the provider for your domain.
Each DNS hosting provider will have their own terminology and formatting for creating a CNAME record. For example, creating the help.jgclothing.co CNAME at Google Domains will look like this:
The same CNAME record at GoDaddy would look like this:
Then at Cloudflare your form would look like this:
We’ve included links to some popular providers’ help pages on CNAME or DNS below. If you don’t see your provider listed here, you need additional help, or you’re not sure how to log in to your account at your DNS provider, you’ll want to reach out to their support for an assist. The support team at your DNS provider will be able to help you find the right format if these articles don't get you there!
- GoDaddy: Domains Help: Add a CNAME record
- Namecheap: How to Create a CNAME Record For Your Domain
- Network Solutions: Host Aliases (CNAME Records)
- DNSMadeEasy: CNAME Record
- Google Domains: Create an A or CNAME record
- Hover: Managing DNS records
- Rackspace Cloud DNS: Create DNS records with Cloud DNS
- Bluehost: What Is A CNAME - How To Create & Edit CNAME
- Cloudflare: Create CNAME Records at Cloudflare to Work With Help Scout
Note: These providers may make changes to their knowledge bases or help pages that we aren't aware of. If any of these links do not lead to a help article about CNAME or DNS records for that provider, please let us know!
Add the Custom Domain to Docs Settings
Head over to Manage > Docs > [Choose your Docs site] and enter your custom domain name in the Custom Domain field. Scroll to the bottom of that page and click Save.
Note: In most cases, the SSL certificate for your custom domain will be automatically issued within a few minutes of saving these settings and you're all set. DNS propagation can some times take a little longer, especially if you edited a CNAME record that existed previously. If more than a couple of hours have passed and you're not seeing your Docs site at your custom domain, reach out to our support team and we will check into things for you!
Can I have more than one custom domain point to my Docs site?
You can only point one CNAME record to a single Docs site at a time. Additional CNAME records pointing to a single Docs site will not work as intended and could result in security vulnerabilities.
Can I use a directory like https://domain.com/help? Can I point just the root domain, e.g. domain.com, to Docs?
We are only able to support using a custom subdomain with Docs. Your docs site custom domain must be a subdomain of your root domain.
You're always welcome to build your own site structure and pipe in the content using the Docs API. That's a do-it-yourself project, but you can build your site in your own space but still manage it in Help Scout that way.
What steps do I need to take if I want to change my custom name or remove it?
If you change your custom domain, delete the previous CNAME record you created at your DNS provider first, then create your new CNAME record and update your Docs site settings. The propagation time will apply to this change.
If you want to remove your custom domain name, remove the custom domain from the Docs site settings first, then delete the CNAME record at your DNS provider.