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. 

Prerequisites

Before proceeding with configuring the portal URL with a custom domain, please ensure the following:

  1. Disable Proxying on the CNAME Record
    If your DNS provider/registrar automatically activates a proxy on the CNAME record, it can keep the custom domain in a pending state. Please ensure to deactivate proxying on the CNAME record. Freshworks uses a tailored Cloudflare setup to ensure requests to the custom hostname are fully protected.
  2. For Cloudflare users
    If you use Cloudflare as your proxy/DNS provider, ensure that you temporarily prevent the subdomains. To do this:
    • On the Cloudflare Dashboard, go to Overview > Quick Actions > Zone Hold.
    • Ensure to uncheck the option Also prevent subdomains.
      If the option is already unchecked, no further action is required to release Zone Hold.
    • After the custom domain creation is completed, you can re-enable the option if necessary.
      Note: Ownership of the zone and subdomains remain unchanged. 
  3. CAA Record Configuration
    If you have added CAA records for your domain, add pki.goog and letsencrypt.org to the records for your subdomain.


Setting up custom SSL on your support portal:

  • Navigate to Admin -> Service Desk Rebranding (under Account Settings) in your Freshservice account. 

  • If your account has more than one workspace, navigate to Admin > Global Settings -> Account Settings > Service Desk Rebranding.

  • Under Settings, enter the Service Desk (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 service desk 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 -> Channels -> Support portal  -> New portal/ Edit portal.
    If your account has more than one workspace, navigate to Admin > Global Settings -> Channels -> Support portal  -> New portal/ Edit portal.

  • Enter the Service Desk (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 service desk 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