We have identified few customers who have configured a proxy for their domain to access Freshervice portal. 

Due to this, we are not able to migrate to cloudflare, which would offer advanced security and reliability for their portals. 






Please adhere to the following instructions to assist us in facilitating this migration - 

  1. Re-point the CName configuration and change it to match the DNS configuration

    1. A step by step process for CName configuration is available in the article below - https://support.freshservice.com/support/solutions/articles/193075-configuring-a-custom-ssl-certificate-for-your-service-desk-portal

    2. If this is not done, then the impact would be that the SSL certification will fail and the portal URL will not be accessible anymore. 

  2. Check if “Zone hold” configuration is enabled in their Cloudflare account - 

    1. If this configuration has been enabled, we request to do the below on January 23rd, 2025 OR January 27th, 2025 (scheduled migration window) -

      1. Disable the "Zone Hold" configuration in Cloudflare for any of the specified slots mentioned above.

      2. The Freshworks team will perform the required migration on the above two days for the customers who have disabled this configuration.

      3. For those who do not unblock the "Zone Hold" configuration in Cloudflare for the specified slot, the SSL certification will fail, rendering the portal URL inaccessible.


Customers can reach out to their CSM or [email protected] for any clarifications.