Tickiti

Setting a custom domain

When you signed up to Tickiti you picked a short name — let’s say mycompany. That gave you a Tickiti site at mycompany.tickiti.com. You can keep using that as-is; plenty of customers do.

If you’d rather customers see your own brand — for example support.mycompany.com — you can point Tickiti at a domain you already own. The original mycompany.tickiti.com address keeps working alongside the custom one, so links and bookmarks never break.

The whole switchover is driven from one page inside Tickiti. You don’t need to file a support ticket or wait for us to provision anything — once your DNS is set up correctly, the connection (including the TLS certificate) is automatic and usually completes within a few minutes.

Before you start

  • You need to be a sysadmin on this Tickiti tenant. The very first user on a new tenant is a sysadmin by default; additional sysadmins are managed under Administration → Users.
  • You’ll need your password to hand — we ask for it again on save as a small safety check, since changing the domain affects how customers reach you.
  • You’ll need access to your DNS provider (Cloudflare, your domain registrar, AWS Route 53, etc.) so you can add a record.

1. Pick the domain you want to use

This is usually a subdomain of a domain you already own — something like support. or help. in front of your main site. You can use the main domain itself (mycompany.com) too, but most people don’t since it would clash with their existing website.

2. Open Administration → Custom domain

Inside Tickiti, navigate to Administration → Custom domain. The page shows your default address (mycompany.tickiti.com) and the IP address Tickiti is currently served from. Make a note of that IP — you’ll point your DNS at it in the next step.

Type your custom domain into the input, type your password underneath, and click Save custom domain. The status badge turns amber: “Waiting for your DNS”. Tickiti now checks DNS every minute.

3. Update your DNS records

Log in to wherever your domain’s DNS is hosted and add an A record:

  • Host: the subdomain you want (e.g. support)
  • Type: A
  • Value: the IP address shown on the Custom domain page
  • TTL: 300 seconds (or your provider’s minimum)

Once the record propagates — usually a few minutes — Tickiti picks it up. The badge flips to blue (“Setting up the connection…”) while we add the IIS binding and issue your TLS certificate, then to green (“Live ✓”) when everything’s ready. No page refresh needed — the badge updates itself.

4. (Optional) Update any connected mailboxes

By default Tickiti uses mailboxes to send notifications to your customers — confirmations, updates and so on. If you have any mailboxes set up, you’ll probably want those notifications to come from your new domain rather than the default address.

Under Mail & Templates → Mailboxes, change the From address on each mailbox to use your new domain. You may also need to update SPF / DKIM / DMARC records on your DNS to authorise the system to send on your behalf — see Mailbox setup for the specifics. Changing the custom domain doesn’t change mailbox configuration automatically.

A note on CNAME records

Tickiti uses an A record that points your domain straight at an IP address. A records work with every DNS provider and don’t depend on any features your provider may or may not offer.

If your DNS provider only supports CNAMEs (e.g. on a root domain that can’t take an A record), use a support.yourdomain.com style subdomain rather than the bare apex.

Changing or clearing the custom domain

You can come back to Administration → Custom domain at any time. To swap one custom domain for another, type the new value and save — the old binding and certificate are tidied up automatically. To revert to just the default mycompany.tickiti.com address, leave the field blank and click Clear custom domain.

What if something goes wrong?

  • “Waiting for your DNS” for more than half an hour: Re-check the A record at your DNS provider. The value must be exactly the IP shown on the page. Run nslookup support.yourdomain.com from your computer — does it return our IP? Some providers cache aggressively; first-time resolution can take up to 24 hours.
  • “Configuration failed”: The badge shows a specific message (e.g. that the hostname is already in use by another tenant, or that the TLS certificate couldn’t be issued). Click Retry once you’ve fixed the cause.
  • Email replies still come from the old domain: Mailbox From addresses are configured per mailbox and aren’t changed automatically when you update the domain. See step 4 above.
  • Old links still work: That’s by design — we keep the original mycompany.tickiti.com URL alive after a custom domain is set, so existing bookmarks and any in-flight emails keep working.

Stuck? Get in touch and we’ll help you finish the switchover.