Freshworks strengthens its transport layer security (TLS) controls to protect information systems and customer data. This article explains the strong cipher suite update, supported TLS versions, and the steps you can take to ensure uninterrupted access to Freshdesk.

Prerequisites

• Ensure that your browser and API clients support TLS 1.2 or TLS 1.3 and the required cipher suites.

• Use the latest versions of your browser and API clients to help prevent SSL communication errors.

Overview of TLS 1.2 strong cipher suites

Freshworks is committed to implementing and updating security controls to protect information systems and customer data used as part of its offerings.

In April 2020, Freshworks discontinued support for TLS 1.1 and earlier versions across its suite of products. Freshservice currently supports TLS 1.2 and TLS 1.3.

Freshworks is also updating its transport layer security controls to allow only strong cipher suites. This update helps prevent TLS downgrade attacks and strengthens the security of TLS connections.

Browser and API client compatibility

Use the latest versions of supported browsers and API clients to access Freshdesk without interruption. If your browser or API client does not support the required TLS configuration and cipher suites, you might encounter an SSL communication error and be unable to access Freshdesk.

If you are already using compatible browser versions and API clients, no action is required from you or your end users.

If you have questions or concerns about these changes, contact your IT team. They can help verify that your systems and applications use compatible browser versions, API clients, and cipher suites. This helps prevent SSL communication errors and ensures uninterrupted access to Freshdesk.

Cipher suite update

Freshworks is updating its cipher suite configuration as follows:

• Old cipher suite policy: ELBSecurityPolicy-TLS-1-2-2017-01

• New cipher suite policy: ELBSecurityPolicy-TLS13-1-2-Res-2021-06

For more information about TLS security policies for Application Load Balancers, see the AWS documentation on HTTPS listeners.

Additional resources

For minimum system and browser requirements, see System and browser requirements for Freshdesk.

If you have additional questions, contact support@freshworks.com