Setting Up a Custom Domain

By default, your knowledge base is accessible at your-org.supportstation.io/kb. With a Standard plan or higher, you can use your own custom domain like help.yourcompany.com.

Plan Requirements

Plan	Custom Domain
Free	No
Starter	No
Standard	Yes
Pro	Yes
Enterprise	Yes

Benefits of a Custom Domain

Brand Consistency

A custom domain keeps customers on your brand:

• help.acme.com vs acme.supportstation.io/kb

Trust and Credibility

Customers feel more confident when help content is on your domain.

SEO Benefits

Content on your domain contributes to your overall site authority.

Setting Up Your Custom Domain

Step 1: Choose Your Subdomain

Decide what subdomain to use. Common options:

• help.yourcompany.com
• docs.yourcompany.com
• support.yourcompany.com
• kb.yourcompany.com

Step 2: Configure DNS

Add a CNAME record with your DNS provider:

Type	Name	Value	TTL
CNAME	help	kb.supportstation.io	3600

Replace help with your chosen subdomain.

Common DNS providers:

• GoDaddy, Namecheap, Google Domains, Cloudflare, Route 53

DNS changes can take up to 24-48 hours to propagate, though most complete within an hour.

Step 3: Add Domain in Support Station

1. Go to Knowledge Base > Settings
2. Find the Custom Domain section
3. Enter your full domain (e.g., help.yourcompany.com)
4. Click Save

Step 4: Verify and Activate

Support Station will:

1. Check your DNS configuration
2. Provision an SSL certificate (automatic, free via Let's Encrypt)
3. Activate the custom domain

This typically takes a few minutes after DNS propagates.

Verifying DNS Configuration

Check Propagation

Use a DNS lookup tool to verify your CNAME is set:

dig help.yourcompany.com CNAME

Or use online tools like DNS Checker.

Expected Result

You should see your subdomain pointing to kb.supportstation.io.

SSL Certificate

Support Station automatically provisions a free SSL certificate for your custom domain. This ensures:

• Secure HTTPS connection
• Browser padlock icon
• No security warnings

SSL provisioning happens automatically after DNS verification.

Troubleshooting

"Domain not verified"

Cause: DNS hasn't propagated or CNAME is incorrect.

Fix:

1. Verify CNAME record is set correctly
2. Wait for DNS propagation (up to 24 hours)
3. Check for typos in the domain or CNAME value

"SSL certificate pending"

Cause: SSL is being provisioned.

Fix: Wait a few minutes. SSL typically provisions within 5-10 minutes after DNS verification.

"Domain already in use"

Cause: This domain is configured for another Support Station organization.

Fix: Contact support if you believe this is an error or need to transfer the domain.

Redirect Not Working

Cause: Visitors to the old URL aren't being redirected.

Fix: Both URLs work simultaneously. The old supportstation.io/kb URL remains active. Consider adding redirects on your side if needed.

Managing Your Custom Domain

Changing the Domain

To change to a different custom domain:

1. Go to Knowledge Base > Settings
2. Update the custom domain field
3. Configure DNS for the new domain
4. Verify the new domain

Your old custom domain will stop working once you update to a new one.

Removing the Custom Domain

To revert to the default Support Station subdomain:

1. Go to Knowledge Base > Settings
2. Remove the custom domain
3. Save

Your knowledge base returns to your-org.supportstation.io/kb.

Linking to Your Knowledge Base

After setting up a custom domain, update your links:

• Website footer
• App navigation
• Email templates
• Support widget configuration
• Help links in your product

Use your custom domain in all customer-facing links for a consistent brand experience.