CNAME issues - can't rebrand : Freshservice

Robert Rees

started a topic about 2 years ago

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

V

Vaishali Pillai said about 2 years ago

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!

M

Miquel Brazil

said about 2 years ago

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

Vaishali Pillai

said about 2 years ago

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!

D

Daniel Smith

said almost 2 years ago

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.

Sanofar Allahpichai

said almost 2 years ago

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

M

Mathew Sebastian

said about 1 year ago

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

same issue.what is the solution?

M

Mark Chapman

said about 1 year ago

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