Possible queries:

How to add a custom URL for Freshdesk account?

Unable to add the custom domain

Error while saving the portal

SSL not enabled for the portal

Portal is not secured


Resolution Path:


How to add a custom URL for Freshdesk account?


When you create a support portal, you get a " .freshdesk.com" domain by default. If you want to host your support portal under a custom URL, like "support.yourcompany.com," you can point your custom URL to the Freshdesk domain you signed up with.


Follow the steps given below,

  1. Log in as an Admin.
  2. Navigate to Admin > Portals. 
  3. Hover over the portal of your choice and click on Edit.
  4. Under Portal URL, add the custom support URL.



  1. Once the CNAME value is generated, log on to your Domain Control Panel.
  2. In your Domain Control Panel, go to Admin tools > DNS Manager > Add CNAME record (This might vary based on where you are hosting your domain, please get in touch with your web hosting company for more help.)
  3. Copy the domain name and CNAME value from your Portal settings in Freshdesk.
  4. If your Domain Host is asking for a TTL (Time-To-Live), you can enter a value between 30 minutes to 1 hour or else leave it blank.
  5. Once you have added the CNAME record, return to your portal settings on Freshdesk.
  6. Click on the Save button on the top right to save your changes.

 

Once you have successfully incorporated your custom URL, your domain will be equipped with a complimentary SSL certificate provided by Let's Encrypt. This certificate serves to safeguard your customers' sensitive information from any potential malicious activities by third parties. The request for the SSL certificate will be automatically initiated once the CNAME mapping is effectively completed within your DNS portal.



Your portal is secured if the icon next to the Portal URL is green. If the icon is orange, your portal is not secured.



SSL not enabled

Portal isn't secured


  • Check if the CNAME record is mapped as expected in their DNS. You can perform the CNAME lookup from any of the links given below.
  • If the records are pointed as expected, then raise an L2 ticket to create SSL for the custom domain
  • If not, then ask the customer to point it to the right CNAME value. If the CNAME value is mapped in DNS and yet not verified, then kindly ask the customer to reach out to their DNS provider to see why the value is not published.