Each hosted LiveAgent account 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.
When setting up a custom domain, you will need an SSL/TLS certificate. You can either provide your own certificate or let LiveAgent obtain and manage one for you automatically via Let's Encrypt — no manual certificate handling required.
Creating a CNAME DNS record
To set up your custom domain, it is needed to create a CNAME DNS 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 your hosting provider or server admin, as every domain management panel is different.
In the image below, there are two wrong examples and one correct — the last one. Note that the record type must be CNAME, the domain to which the SUPPORT subdomain (support.mycompany.com) is 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, ensure that it has already propagated worldwide. It can take up to 24 hours to propagate. You can check propagation status with online services like whatsmydns.net. When you see your LiveAgent account URL listed at all locations, you can proceed with the next step.
Setting up a custom domain in LiveAgent
After your CNAME record is propagated, navigate to Configuration > System > Custom domain and click the Set custom domain button.
Choosing an SSL certificate option
After entering your custom domain, click Set custom domain. You will be presented with two certificate options:
Managed certificate (Let's Encrypt)
Choose this option to let LiveAgent automatically obtain and renew an SSL certificate for your domain via Let's Encrypt. No certificate files are required — the only prerequisite is that your CNAME record is correctly set up and propagated (as described above).
After selecting this option and saving, LiveAgent will start the certificate provisioning process in the background. Your custom domain will be fully active within up to 10 minutes.
Note: Let's Encrypt certificates are issued per domain. Make sure your CNAME record is not proxied (e.g., orange cloud in Cloudflare must be turned off) — otherwise certificate provisioning will fail. See the possible problems article for troubleshooting.
Own SSL/TLS certificate
Choose this option if you have your own SSL certificate. You can use a certificate issued directly for your subdomain (e.g., support.mycompany.com) or a wildcard certificate (e.g., *.mycompany.com).
Paste the content of your certificate key file into the SSL key field, and the content of your certificate (including any intermediate certificates) into the SSL certificate field.
Note: If your certificate consists of a longer certificate chain containing end-user, intermediate, and root certificates, add them all one after another in that exact order. Otherwise, you'll receive an error. Such an all-in-one certificate chain file is commonly called a "CA bundle".
The SSL certificate is applied within up to 10 minutes after saving. After that, your LiveAgent account will also be accessible from your custom domain.
If you don't have an SSL certificate yet, see how to generate a temporary free SSL certificate.