Setup your Helpdesk domain name
By default, Crisp allows you to use an hosted knowledge base custom domain (eg. acme.crisp.help). However, it is possible (and recommended!) to configure a custom knowledge base domain (eg. help.acme.com).
Some DNS managers only require the beginning of the subdomain. For instance, instead of CNAME support.yourdomain.com you will have to provide CNAME support instead (without .yourdomain.com). Please compare with your other DNS entries.
To configure a custom domain for your knowledge base, follow those steps:
Go to your Crisp Dashboard
Go to Settings, then click on Helpdesk
Click on Setup your Helpdesk
In Custom domain, enter your desired custom domain
Click on Use this domain
Do not click on verify yet, first, add the indicated DNS records to your DNS manager and deploy your new DNS configuration
Again, do not click on verify, hold on for a at least 1 minute, to ensure your DNS provider propagated your changes
Now, click on Verify domain setup. Crisp will query your DNS records to ensure they are properly configured. This takes up to 20 seconds
Crisp will acknowledge or reject the domain change. If it rejects the changes, check all records have been added to your DNS manager
Once the domain change is validated, a new SSL certificate for your Helpdesk will be generated. This may take up to 2 minutes. Check your newly configured domain after this delay.
Here are tutorials for most providers:
Cloudflare: https://support.cloudflare.com/hc/en-us/articles/200168756-How-do-I-add-a-subdomain-to-my-site-
GoDaddy: https://pl.godaddy.com/help/add-an-a-record-19238
Namecheap: https://www.namecheap.com/support/knowledgebase/article.aspx/319/2237/how-can-i-set-up-an-a-address-record-for-my-domain
Gandi: https://wiki.gandi.net/en/dns/zone/a-record
OVH: https://www.ovh.com/world/g1604.web_hosting_how_to_edit_my_dns_zone
If you are using Cloudflare DNS, make sure the "Cloudflare proxy" mode is disabled for all DNS records you added. Ensure the cloud icon is grey (disabled) and not orange (enabled). This prevents Cloudflare from rewriting the DNS records.
On most providers, if you need to configure MX mails.acme.com, you will have to configure "mails" only on the DNS provider's dashboard. (You will have to remove acme.com)
Your domain may have a CAA record configured, that prevents our SSL certification authority (Let's Encrypt), from issuing certificates for your domain name, and any of its sub-domains. If you are using a DNS CAA record, please add letsencrypt.org to the issue property of your existing CAA entries (you would add this exact CAA value: issue "letsencrypt.org").
Note that, while we were able to generate your SSL certificates the first time that you configured your helpdesk domain, if you add a CAA entry to your DNS records that would not allow our certification authority to issue certificates, our systems will be thus unable to proceed renewal of your certificate in the future, leading to an HTTPS error while trying to access your helpdesk as well.
Some DNS managers only require the beginning of the subdomain. For instance, instead of CNAME support.yourdomain.com you will have to provide CNAME support instead (without .yourdomain.com). Please compare with your other DNS entries.
Video Tutorial
Technical Setup
To configure a custom domain for your knowledge base, follow those steps:
Go to your Crisp Dashboard
Go to Settings, then click on Helpdesk
Click on Setup your Helpdesk
In Custom domain, enter your desired custom domain
Click on Use this domain
Do not click on verify yet, first, add the indicated DNS records to your DNS manager and deploy your new DNS configuration
Again, do not click on verify, hold on for a at least 1 minute, to ensure your DNS provider propagated your changes
Now, click on Verify domain setup. Crisp will query your DNS records to ensure they are properly configured. This takes up to 20 seconds
Crisp will acknowledge or reject the domain change. If it rejects the changes, check all records have been added to your DNS manager
Once the domain change is validated, a new SSL certificate for your Helpdesk will be generated. This may take up to 2 minutes. Check your newly configured domain after this delay.
Third Party Tutorials
Here are tutorials for most providers:
Cloudflare: https://support.cloudflare.com/hc/en-us/articles/200168756-How-do-I-add-a-subdomain-to-my-site-
GoDaddy: https://pl.godaddy.com/help/add-an-a-record-19238
Namecheap: https://www.namecheap.com/support/knowledgebase/article.aspx/319/2237/how-can-i-set-up-an-a-address-record-for-my-domain
Gandi: https://wiki.gandi.net/en/dns/zone/a-record
OVH: https://www.ovh.com/world/g1604.web_hosting_how_to_edit_my_dns_zone
If you are using Cloudflare DNS, make sure the "Cloudflare proxy" mode is disabled for all DNS records you added. Ensure the cloud icon is grey (disabled) and not orange (enabled). This prevents Cloudflare from rewriting the DNS records.
On most providers, if you need to configure MX mails.acme.com, you will have to configure "mails" only on the DNS provider's dashboard. (You will have to remove acme.com)
Troubleshooting
My DNS is validated, but my helpdesk shows an HTTPS error
Your domain may have a CAA record configured, that prevents our SSL certification authority (Let's Encrypt), from issuing certificates for your domain name, and any of its sub-domains. If you are using a DNS CAA record, please add letsencrypt.org to the issue property of your existing CAA entries (you would add this exact CAA value: issue "letsencrypt.org").
Note that, while we were able to generate your SSL certificates the first time that you configured your helpdesk domain, if you add a CAA entry to your DNS records that would not allow our certification authority to issue certificates, our systems will be thus unable to proceed renewal of your certificate in the future, leading to an HTTPS error while trying to access your helpdesk as well.
Updated on: 13/06/2022
Thank you!