When you sign up for Freshdesk, your account comes with a default primary portal URL in the format .freshdesk.com. Admins and agents use this URL to log in to the Freshdesk account, and customers access it for self-service (Knowledge Base) support.

If you prefer to have a custom URL, such as support.yourcompany.com, you can configure your portal to use a domain of your choice. This requires updating the portal URL and verifying DNS settings. This article provides details about the prerequisites and steps for configuring a custom portal URL.

What is an SSL certificate?

SSL is a form of encryption protocol that secures data between browsers and servers. SSL certificates are issued to websites & web portals to ensure a safer experience for businesses and customers.

When you create a support portal, the default portal provided by Freshdesk is automatically enabled with SSL. For portals with custom domains, the SSL certificate will be generated after you verify the DNS records in the DNS manager.

Prerequisites

1. Disable Proxying on the CNAME Record
   If your DNS provider/registrar automatically activates a proxy on the CNAME record, it can keep the custom domain in a pending state. Please ensure to deactivate proxying on the CNAME record. Freshworks uses a tailored Cloudflare setup to ensure requests to the custom hostname are fully protected.
2. For Cloudflare users
   If you use Cloudflare as your proxy/DNS provider, ensure that you temporarily prevent the subdomains. To do this:
   • On the Cloudflare Dashboard, go to Overview > Quick Actions > Zone Hold.
   • Ensure to uncheck the option Also prevent subdomains.
     If the option is already unchecked, no further action is required to release Zone Hold.
   • After the custom domain creation is completed, you can re-enable the option if necessary.
     Note: Ownership of the zone and subdomains remain unchanged. 
3. CAA Record Configuration
   If you have added CAA records for your domain, add pki.goog and letsencrypt.org to the records for your subdomain.
4. SSL Certificate Migration to Cloudflare
   Freshworks is migrating to Cloudflare for SSL certificates, supporting the latest HTTPS standards. After migration, if SSL certificate renewal fails, you will receive an error notification on your account and registered email ID requesting immediate action to prevent portal inaccessibility. You can also check the troubleshooting article for more information.

Change portal URL with a custom domain

To add a custom portal URL:

1. Log in as an Admin.
2. Go to Admin > Portals.
3. Hover over the portal of your choice and click the Edit icon.
4. On the Portal Settings tab, under Portal URL, add the custom support URL. For example, "support.globex.com".
   
5. Verify Domain and add records in DNS Manager:
   • A CNAME record (CNAME and value) will be generated. Save these values.
   • Log in to your Domain Control Panel (for example, GoDaddy) and go to Admin tools > DNS Manager > Add CNAME record.
     Note: This step may vary based on where you are hosting your domain, please contact your web hosting company for more help.
   • Paste the domain name and CNAME values copied from the Portal settings.
   • If your Domain Host asks for a TTL (Time-To-Live), enter a value between 30 minutes and 1 hour, or you can leave it blank.
     
     Note: Domain/DNS verification is a mandatory step. Without DNS verification, you cannot proceed further. Before proceeding with the verification, ensure to check the Prerequisites section.
6. Once you add the CNAME record, return to the portal settings page on Freshdesk.
7. Click Save.
   
8. After you save the changes and complete the CNAME verification and mapping within your DNS, Freshworks initiates a request for the SSL certificate for the custom domain. This certificate safeguards your customers' sensitive information from any potential malicious activities by third parties. The SSL verification may take up to 24 hours to activate.