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CNAME issues - can't rebrand

All,


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.


Best Answer

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

Answer

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.


Regards,

Sanofar





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


same issue.what is the solution?

I have the same issue, it looks like once the CNAME is added, any lookups for that subdomain are resolved by the FreshService DNS (AWS DNS) rather than the original host so that record can never be found.


I'm testing and expect to see the TXT record for the subdomain if I remove the CNAME reference.


Maybe a two step process would be better, validate the domain, then add the CNAME reference to rebrand.  It feels like the TXT record could never be found once there is a CNAME.


Regards


Mark

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