🔐 How to Install an SSL Certificate in Supportbench for Custom Domains (with PFX Export Guide)

Marcel Gravelle

17-Apr-2025

🔐 How to Install an SSL Certificate in Supportbench for Custom Domains (with PFX Export Guide)

If you're customizing your Supportbench environment with a branded domain, installing an SSL certificate is an essential step to secure your communications, boost customer trust, and ensure compliance.

In this article, we'll walk through:

• Why SSL is critical in Supportbench

• How to register and configure a custom domain

• CNAME setup for custom domain routing

• How to create a Certificate Signing Request (CSR)

• How to install an SSL certificate

• How to export the certificate as a .PFX file (required for Supportbench)

Let's lock it down. 🔒

🛡️ Why SSL Certificates Matter in Supportbench

SSL (Secure Socket Layer) ensures all data passed between your users and your Supportbench portal is encrypted. If you're using a custom domain, SSL isn't optional—it's a requirement.

Benefits of SSL in Supportbench:

• ✅ Encrypts sensitive data like ticket history, user info, and KB access

• ✅ Protects against MITM (man-in-the-middle) attacks

• ✅ Avoids browser “Not Secure” warnings

• ✅ Meets compliance requirements like SOC 2 and GDPR

• ✅ Boosts SEO rankings with HTTPS

🌐 Step 1: Register a Custom Domain

Pick and purchase a domain that represents your brand's support hub—like:

You'll use this in place of the default yourdomain.supportbench.net.

⚙️ Step 2: Configure DNS (CNAME Record)

Log into your domain registrar (e.g., GoDaddy, Namecheap) and navigate to DNS settings.

Create a CNAME Record:

• Host: support (or any subdomain you prefer)

• Points to: yourdomain.supportbench.net

This CNAME points your domain to the Supportbench portal while keeping your branding.

🔑 Step 3: Obtain and Install a Single-Site SSL Certificate

Supportbench requires a standalone SSL certificate for your chosen subdomain only (not a wildcard or multi-site cert). You'll need:

• A CSR (Certificate Signing Request)

• Private key

• Final SSL certificate in .PFX format

Here's how to create and install it properly:

🧾 Step 4: Generate Your CSR and Submit It to Your SSL Provider

To get started, you'll need to create a CSR (Certificate Signing Request), which contains your subdomain info and public key. We recommend using IIS Manager on Windows for this.

How to Generate a CSR via IIS Manager:

1. Install IIS Manager (via Windows Features)

2. Open IIS Manager → Click your server → Open Server Certificates

3. Select “Create Certificate Request”

   • Set Common Name as your subdomain (e.g., support.yourcompany.com)

   • Set Bit Length: 2048

4. Save the CSR text file

🔗 Reference: DigiCert's guide for CSR generation via MMC

1. Submit your CSR to your provider (e.g., GoDaddy)

2. Download the returned certificate files once your CSR is approved

🗃️ Step 5: Complete the CSR and Locate Certificate in MMC

After completing your CSR:

1. Return to IIS Manager → Click “Complete Certificate Request”

2. Import the certificate into your server

Next, open MMC to manage/export the certificate:

1. Open Windows Run → Type mmc

2. Go to File → Add/Remove Snap-in

   • Add: “Certificates – Computer Account” and “Certificates – User Account”

3. Locate your certificate under Personal → Certificates

📦 Step 6: Export Your Certificate as a .PFX File (Includes Private Key)

Now that your SSL certificate is installed, it must be exported in .PFX format for Supportbench.

Export PFX in MMC (Windows):

1. In MMC, right-click your certificate → All Tasks → Export

2. Select “Yes, export the private key”

3. Choose PFX (.p12) format

4. Enable:

   • Include all certificates in the certification path

   • Export all extended properties

5. Set a secure password

6. Save the file as yourdomain.pfx

✅ This .pfx file contains the private key, certificate, and full chain. It's required by Supportbench.

🚀 Step 7: Upload the PFX Certificate in Supportbench

You're now ready to secure your custom domain in Supportbench.

Upload Process:

1. Log into Supportbench

2. Navigate to Configuration → Account → SSL

3. Upload your .pfx file and enter the export password

4. Save changes and test your custom domain via HTTPS

⚠️ Requirements Recap