Freshservice offers a default wildcard SSL for all users who have a support portal on a freshservice.com domain. This can be used as long as you continue to use the default Freshservice URL you signed up with  (for ex: yourcompany.freshservice.com)However, the default SSL does not work when you have pointed a custom domain name to your help desk portal (for ex: helpdesk.yourcompany.com).


In this case, you will have to configure a custom SSL certificate provided by Freshservice with your domain name. For this, you will need to access your domain control panel in order to add a DNS record to your custom domain. 



Setting up custom SSL on your support portal:


  • Navigate to Admin -> Helpdesk Rebranding in your Freshservice account

  • Under Settings, enter the Helpdesk (or) Portal name and your Helpdesk/ Portal URL

  • If you haven’t already set up a Custom SSL for your portal, you’d see a prompt where you can click the Add Custom SSL option to secure your connection

  • Once you click the “Add Custom SSL” option, a dialog box will appear with the CNAME and unique Value

  • Login to your domain service provider and create the CNAME record in your DNS file zone to point the new URL to your helpdesk portal.

  • Once DNS change is propagated the status will change to “Active” from In progress in your Freshservice account (which can take between 24 to 72 hours) and you’ll also be able to see a lock icon on your address bar whenever you visit your support portal. 
  • After the CNAME is created, click on Verify to complete the setup from the Freshservice end.


Setting up custom SSL for MSP:


  • Navigate to Admin -> Support portal -> Support Channel -> New portal/ Edit portal

  • Enter the Helpdesk (or) Portal name and your Helpdesk/ Portal URL

  • If you haven’t already set up a Custom SSL for your portal, you’d see a prompt where you can click the Add Custom SSL option to secure your connection

  • Once you click the “Add Custom SSL” option, a dialog box will appear with the CNAME and unique Value

  • Login to your domain service provider and create the CNAME record in your DNS file zone to point the new URL to your helpdesk portal.

  • Once DNS change is propagated the status will change to “Active” from In progress in your Freshservice account (which can take between 24 to 72 hours) and you’ll also be able to see a lock icon on your address bar whenever you visit your support portal. 
  • After the CNAME is created, click on Verify to complete the setup from the Freshservice end

Note: 

  • The custom SSL certificate will only work as long as your support URL and the URL you mentioned while submitting a request are the same. In case you reconfigure your Freshservice to point to a different domain, your connection will no longer be secure. 

  • Freshservice provide SSL with Lets Encrypt