After setting up your Freshservice account, you have the option to customize your support portal's URL with your own vanity domain, such as helpdesk.mycompany.com. This feature allows your requesters and support agents to access the support portal using your branded URL, enhancing your brand identity and building trust with customers. 

To achieve this, simply create a CNAME record in your DNS zone file, pointing your vanity URL to your Freshservice domain (mycompany.freshservice.com). It's a simple step that can greatly improve the user experience.

 

Setting up CNAME on your support portal:

  1. Navigate to Admin > Account Settings > Service Desk Rebranding in your Freshservice account.
  2. Under Settings, enter the desired Service Desk or Portal name and your chosen Helpdesk or Portal URL (e.g., helpdesk.mycompany.com).
  3. If you require a Custom SSL for your portal, you can click the Add Custom SSLoption to secure your connection.




  4. Click on the Add Custom SSL option to reveal the CNAME and unique Value required for setting up the custom URL.



  5. Log in to your domain service provider and create the CNAME record in your DNS zone file, pointing the new URL to your service desk portal.
    Note: You can verify that the custom domain of the URL is pointed towards the correct CName. Navigate to the below google URL and enter the CName (like how it is mentioned in the screenshot)

    https://toolbox.googleapps.com/apps/dig/#A/

  6. Once the DNS change is propagated (this may take between 24 to 72 hours), the status will change from In progress to Active in your Freshservice account.
  7. You'll also notice a lock icon on your address bar whenever you visit your support portal, indicating a secure connection.
  8. After creating the CNAME, click on Verify to complete the setup from the Freshservice end.


Setting up CNAME for MSP:

  1. Navigate to Admin > Channels > Support portal > New portal/Edit portal.
  2. Enter the desired Service Desk or Portal name and your chosen Helpdesk or Portal URL.
  3. If you need a Custom SSL for your portal, you can click the Add Custom SSL option to secure your connection.
  4. Click on the Add Custom SSL option to reveal the CNAME and unique Value for the custom URL.
  5. Log in to your domain service provider and create the CNAME record in your DNS zone file, pointing the new URL to your service desk portal.
  6. Once the DNS change is propagated (this may take between 24 to 72 hours), the status will change from In progress to Active in your Freshservice account.
  7. You'll also notice a lock icon on your address bar whenever you visit your support portal, indicating a secure connection.
  8. After creating the CNAME, click on Verify to complete the setup from the Freshservice end.


Note: 
The CName in the URL that has been provided in the portal will act as the identifier for FreshService to make sure that the SSL certificate is tagged against this particular URL. This CName should not be modified at any point of time, since it will provide an impression that a proxied URL (for example, cloudlfare proxies) is used. As a result, the SSL certificate renewal will fail. 

The custom SSL certificate will work only if your support URL and the URL mentioned while submitting a request are the same. Changing the Freshservice domain may affect the connection's security. 
Freshservice provides SSL with Lets Encrypt, ensuring secure communication.


If you want to change the URL's subdomain with the Freshservice.com domain, please write to [email protected] mentioning changing the default URL ( Current URL and New URL ).