Custom Domains & DNS Setup
Connect a custom domain to your Bugalou Helpcenter. Learn how to add a subdomain, configure DNS records, verify your domain, and troubleshoot issues.
Why Use a Custom Domain?
By default, your Helpcenter is available at a Bugalou subdomain like [yourslug].helpcenter.bugalou.com. With a custom domain, you can serve it from your own subdomain like help.yourcompany.com for a more professional, branded experience.
After setup, your Helpcenter will be accessible at both URLs — your custom domain and the Bugalou subdomain.
Accessing Domain Settings
Navigate to Helpcenter → Domains from the sidebar.
Adding a Custom Domain
Step 1: Prepare Your Subdomain
You must use a subdomain, not a root domain. Examples:
- ✅
help.yourcompany.com - ✅
support.yourcompany.com - ✅
kb.yourcompany.com - ❌
yourcompany.com(root domains are not supported)
Step 2: Add the Domain in Bugalou
- Click "+ Add Domain"
- Enter your subdomain (e.g.,
help.yourcompany.com) - Optionally check "Set as primary domain"
- Click "Add Domain"
Step 3: Configure Your DNS
After adding the domain, you'll see a yellow verification panel with the DNS record you need to add:
| Setting | Value |
|---|---|
| Record Type | CNAME |
| Name / Host | The subdomain prefix (e.g., help for help.yourcompany.com) |
| Target / Points to | Shown in the verification panel (unique to your workspace) |
Go to your DNS provider (e.g., Cloudflare, GoDaddy, TransIP, Hostinger) and add this CNAME record.
Step 4: Verify the Domain
- Wait 5–30 minutes for DNS propagation
- Click the "Verify Now" button in the yellow panel
- If the DNS record is correctly set, the status changes to Active (green)
Domain Statuses
| Status | Icon | Color | Meaning |
|---|---|---|---|
| Active | ✓ | Green | Domain is verified and working |
| Verified | ✓ | Blue | DNS verified, being configured |
| Pending Verification | 🕐 | Yellow | Waiting for DNS record setup |
| Error | ⚠ | Red | Something went wrong |
Primary Domain
You can mark one domain as Primary (shown with a purple badge). The primary domain is the main URL used in links and references to your Helpcenter.
SSL Certificates
SSL certificates are provisioned automatically once domain verification completes. You don't need to configure SSL manually. The SSL status is shown on each domain card when available.
Editing & Deleting Domains
- Edit: Click the edit icon to change the primary setting. Note: the domain name itself cannot be changed after creation — you'd need to delete and re-add it.
- Delete: Click the delete icon (trash, red) and confirm. The domain and its DNS configuration will be removed.
Troubleshooting
| Problem | Solution |
|---|---|
| Verification fails | Check your DNS record is correct. Try again after 15–30 minutes for propagation. |
| "Please use a subdomain" error | You entered a root domain. Use a subdomain like help.yoursite.com |
| "Invalid domain" error | Domain contains invalid characters. Use only letters, numbers, and hyphens. |
| SSL not working | Wait for automatic provisioning after verification. This can take up to an hour. |
| Domain not loading | Ensure the Helpcenter toggle is enabled on the main Helpcenter page. |