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New to administering Atlassian cloud products? Learn about Atlassian organizations and what it means to be an organization admin.
Add a custom domain
At this stage you can only add a custom domain to the Jira Service Management help center. We plan to add other products in future, but in the meantime you can still change the subdomain of your product URL. Learn how to change a product URL subdomain
Before you add a custom domain, there are some things to know:
You need to be an Organization admin to do this.
You’ll need to make changes to your DNS provider. You may need to work with your IT team or network administrator to do this.
To help us keep your site secure your custom domain must follow the pattern <subdomain>.<subdomain keyword>.<domain>. For example https://customer.support.acme.com.
We create a unique SSL certificate for each fully qualified domain name. You can’t bring your own certificate at this time.
You’ll be able to add an optional redirect, if you want to be able to share a shorter URL with your team or customers. For example, https://help.acme.com. This URL will redirect to your custom domain.
If you’re not able to update your DNS, you can still change the subdomain of your product URL. Learn how to change a product URL subdomain
Who can do this?
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Step 1: Request a custom domain
To request a custom domain:
Go to admin.atlassian.com. Select your organization if you have more than one.
Select Products > Product URLs.
Select Add custom domain. This is only visible if you have an eligible product.
Select which product you want to access from your custom domain.
Follow the prompts to specify your domain. You’ll need to enter a domain, subdomain, and subdomain keyword.
Enter a redirect URL. This is optional.
Review changes and request the domain.
It can take about 30 minutes to generate the required DNS records. You’ll get an email when they’re ready, and the status will change to ‘Provisioned’.
Need a different subdomain keyword? On the Custom domains tab select Give feedback or make a suggestion to submit a keyword for consideration. If added, the new keyword will be available for all customers.
Step 2: Update your DNS provider
To confirm that you own the domain you requested in the previous step, you’ll need to add the DNS records we created in your DNS provider.
We’ll send you an email when the records are ready.
To access the DNS records:
Go to admin.atlassian.com. Select your organization if you have more than one.
Select Products > Product URLs.
Select the Custom domains tab.
For the domain you want to set up, select More Actions () > Show details.
Copy all of the DNS records, and add them to your DNS provider.
The process for updating your DNS depends on your DNS provider. We recommend you refer to the documentation for your provider for details. Here’s a high-level summary of the steps.
To add the DNS records to your DNS provider:
Log in to your DNS provider.
Navigate to the DNS management area.
Add a new record.
Choose CNAME when prompted for the type of record.
Complete the required fields for the record, such as the HTTP name and value.
Save the changes, and wait for them to propagate. This can take a few hours depending on the DNS provider and TTL settings.
If your DNS uses CAA records to limit which Certificate Authorities can issue certificates for your domain, you will need to add a record for amazon.com or the certificate we created for your custom domain will be blocked.
Once we detect the records in your DNS, the status will change from Provisioned to Inactive. You can choose when to activate the domain, and start using it to access your help center.
If the status is still Provisioned (we haven’t detected your DNS records) after 60 days we’ll delete the custom domain request. If this happens, you can add the domain again.
Step 3: Activate your domain
Once the status of the domain changes to Inactive, it’s ready to activate.
To activate your domain:
Go to admin.atlassian.com. Select your organization if you have more than one.
Select Products > Product URLs.
Select the Custom domains tab.
For the domain you want to activate select More Actions () > Activate domain.
Your team will now be able to access the Jira Service Management help center from the domain you specified, or from the redirect URL if you specified one. The original URL (known as the fallback URL) will continue to work.
Having issues setting up or activating your domain? Troubleshoot custom domain problems
Edit a domain
If you want to change the domain, you’ll need to remove the old domain and request a new one. You can’t edit a custom domain.
You can change which product the domain applies to in the details view.
To change the assigned product:
Go to admin.atlassian.com. Select your organization if you have more than one.
Select Products > Product URLs.
Select the Custom domains tab.
For the domain you want to activate select More Actions () > Show details.
Select Remove beside the assigned product.
Select Assign then choose a product from the list.
Select Save.
The custom domain will now point to the product instance you selected.
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