> ## Documentation Index
> Fetch the complete documentation index at: https://docs.protodesk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Connect and troubleshoot a custom Help Center domain

> Connect a custom hostname, verify DNS and certificate readiness, and troubleshoot domain access.

A custom domain lets customers open your Help Center at an address such as `help.example.com`. Domain setup is separate from publishing your Help Center and its articles.

You need an Owner or Admin role, an eligible paid plan, and access to your domain's DNS settings. Use a hostname you control. The reserved official Protodesk Help Center hostname is permanently bound and does not offer the normal custom-domain controls.

## Connect a hostname

1. Open **Help Center → Customize → Domain**.
2. Note your existing **Help Center URL** so you can still reach the site while setup is in progress.
3. Enter the hostname under **Custom domain**, for example `help.example.com`. Enter the hostname, not a full article URL or path.
4. Select **Connect domain**.
5. Copy the DNS records displayed for this connection into your DNS provider's settings.

Use the exact record names and values shown by Protodesk. These can include the CNAME destination, domain-ownership verification, and certificate-verification records. Do not substitute another workspace's values or a target copied from an old guide. Ask your DNS administrator to review any conflicting record before replacing it.

## Wait for hostname and certificate readiness

Return to the Domain tab and select **Refresh** after adding the records. Review both the hostname and certificate statuses. The custom address becomes public only after both are active; creating the connection alone is not enough.

Protodesk handles certificate provisioning and renewal, but the required DNS records must be correct. DNS changes and validation are not always immediate. Keep the displayed verification records unless your administrator or Protodesk support confirms that they can be removed.

When both statuses are active, open the custom HTTPS address and test an article link. Also confirm that **Help Center → Home** shows the site as live and that the article is published in the language you are opening.

## Troubleshoot setup

* **No custom-domain controls:** check your role, plan, and whether this is the reserved official Help Center.
* **Invalid hostname:** use a hostname such as `help.example.com`, without a protocol, path, or article slug.
* **Already connected:** confirm whether that hostname belongs to another Help Center connection. Do not remove another workspace's connection to resolve this without its owner's agreement.
* **Hostname or certificate pending:** compare every DNS name, type, and value against the displayed records, then refresh. Check for conflicting records with your DNS administrator.
* **Provisioning unavailable:** retry later or contact Protodesk support. This can require service configuration rather than a content change.
* **Certificate warning:** stop and resolve the certificate state. Do not ask customers to bypass the warning.

If you need help, share the hostname, displayed status, error message, and relevant DNS record names with support. Never share your DNS account password or API keys.

## Remove a custom domain

Use the removal control in **Customize → Domain** and read its confirmation. Removing the connection stops that custom hostname from serving the Help Center; the Protodesk Help URL continues to work.

Before removing it, update website links and bookmarks that rely on the custom hostname. Removing the connection does not itself clean up records in your DNS provider.

Related: [Customize your public Help Center](/guides/customize-your-public-help-center).


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