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CNAME issues - can't rebrand


For the life of me I cannot get my custom portal URL to work.

I've added the DNS record and TXT records but keep getting the below message in FreshService

Main portal portal url: Required TXT record is not present or network issue with DNS propagation

Has anyone had success?

Much apprecaited.

I am having this same issue. Did you ever find a resolution?

Hi Robert, 

I sincerely apologise for the delay in getting back to you on this issue. 

Most DNS providers take a while for the DNS settings to be propagated and this might be an issue for you receiving the error. Our support team can assist you on this and I’ll ensure our representatives get in touch with you soon to get this working. 

Thank you for using Freshservice!

I'm having the same problem. The error reads, "Main portal portal url: Required TXT record is not present or network issue with DNS propagation". I'm using the settings outlined in https://[my site].freshservice.com/account > Rebrand your Helpdesk >> Helpdesk/Portal URL. In GoDaddy DNS manager I created the TXT record using fsverification-mysupportpage.mycompanyname.com (without angle brackets or quotes) in the Host field and the correct corresponding 64 character string in the TXT Value field.

Hi Daniel,

The record if added correctly should be updated by the DNS provider and reflected in Freshservice. I'll have our support team reach out to you with priority so that we can assist you further with this issue.



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