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LiveAgent Domain parking guide

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Each hosted LiveAgent account initially uses a standardized domain, e.g., mycompany.ladesk.com. However, as this isn't very appealing when you'd like to use the customer portal and knowledgebase, it is a good idea to park your custom domain to your LiveAgent account to make it look more professional. Therefore instead of https://mycompany.ladesk.com, you could be using something like https://support.mycompany.com.

Note that your custom domain needs to be a third-level domain like support.mycompany.com. For second-level domains like mycompany.com, it is impossible to create a CNAME record, so they cannot be parked.
To park your custom domain to your LiveAgent account, it is also required to have an SSL certificate for your custom domain. You can use a certificate created directly for the specific subdomain, e.g., support.mycompany.com, or a top domain wildcard certificate, e.g., *.mycompany.com.
If the SSL certificate requirement should be a deal-breaker for you, feel free to check our guide on how to generate a temporary free SSL certificate to test the domain parking feature.

Creating a CNAME record

To set up your custom domain, it is needed to create a CNAME record in your domain management panel. The CNAME record has to point FROM your custom domain which you wish to use (e.g., support.mycompany.com) TO your LiveAgent account's domain (e.g., mycompany.ladesk.com). If you don't know how to set up a CNAME record, please consult it with your hosting provider or server admin and ask them to set it up for you, as every domain management panel is different. The goal is to point it from the custom domain to LiveAgent.

Some hosting providers are proxying DNS records. To use your custom domain for your LiveAgent account, the CNAME record cannot be proxied.

In the following image below, there are two wrong examples and one correct - the last one. Note that the record type is CNAME, domain to which is the SUPPORT third-level domain (support.mycompany.com) pointing is the default LiveAgent domain (mycompany.ladesk.com), and the record is not proxied.

Checking if the CNAME record is already propagated

Once the CNAME record is set, you should ensure that it is already applied and propagated worldwide. It can take up to 24 hours to propagate, although usually, it is a matter of minutes. You can check it with online services like whatsmydns.net, where you enter your custom domain and hit Search. When you see your LiveAgent account URL noted at all locations, you can proceed with the next step.

Another way of checking is to open the custom domain in your browser and see if it says "Your account has been suspended" message originating from us. When it does, the CNAME already points to our servers, and you can proceed with the next step.

Setting up own domain in LiveAgent panel

After your CNAME record is propagated, navigate to Configuration > System > Domain settings, and insert your custom domain without any protocol (http:// or https://) to the Custom domain field.

Adding SSL certificate

To park your custom domain to your LiveAgent account, it is also required to have an SSL certificate for your custom domain. You can use a certificate created directly for the specific subdomain, e.g., support.mycompany.com, or a top domain wildcard certificate, e.g., *.mycompany.com. If you don't know which type you have, please approach your hosting provider's support, SSL issuer support, or your server admin.

You can also work with free SSL certificates if you do not want to pay for the SSL certificate. Free certificates are most commonly valid just for a few months. Therefore when your certificate expires, it is needed to renew it and insert a new certificate again into LiveAgent's Domain settings. It is not possible to update certificates automatically.

You need to place the content of your certificate key file into the SSL key field and the content of your actual certificate and any other intermediate certificates into the SSL certificate field.

If your certificate consists of a longer certificate chain containing end-user, intermediate, and root certificates, you need to add them all one after another in the exact given order. Otherwise, you'll receive an error. Such an all-in-one certificate chain file provided by certificate authorities is commonly called a "CA bundle".

The SSL certificate gets applied within several minutes after saving. After the settings are saved, your LiveAgent will be available also from your custom domain.

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