Although you use Freshdesk for support, you may want your customers and support agents to access your support portal in your own custom URL like In that case, you can point your support URL at to the Freshdesk domain you signed up with, like  Just make sure you have created a CNAME record in your DNS zone file to point your custom URL to your Freshdesk domain.

Quick guide to setting up Freshdesk on your own URL

Step 1: Creating a CNAME record in your DNS Zone File

  • Login to your Domain Control Panel

  • Go to the section which says DNS or Name Servers

  • Create a new CNAME record with name/host/alias as your custom support URL pointing to value

    TTL: Enter a Time To Live between 30 minutes to 1 hour, or leave this field in its default settings

  • You may need to fill in these details:
    Alias Name: Enter the subdomain name for your alias. For example, if you want to use a custom support URL like, enter 'support' as your alias name
    Point to Host Name: Map the alias to your Freshdesk domain (<yourcompanyname>

  • Save changes to your DNS records

Step 2: Verify your domain with TXT record

  • Login to your Domain Control Panel

  • Go to the section which says DNS or Name Servers

  • Create a TXT record in your DNS and point fdkey.<custom-support-url> to the verification code generated in Freshdesk. For example: If your custom support URL is and the verification code is 2b59746c1aad1db40722a183fb558346, the TXT record should be set as follows: pointing to 2b59746c1aad1db40722a183fb558346
  • You will find your unique verification code next to your Portal URL under Admin > Helpdesk > Edit Portal
  • Save changes to your DNS records

Note: These instructions may vary a bit based on your domain registrar. Read this article if your domain registrar is GoDaddy. If you are unable to find a way to add the DNS record, get help from your webmaster or your server administrator.

Step 3: Setting up your Helpdesk URL in Freshdesk

  • After creating the CNAME record, login to your Freshdesk portal as an administrator

  • Go to Admin > Helpdesk > Edit Portal (Learn more about Rebranding your Freshdesk Account)

  • Under Portal URL type your custom support URL (

  • Click Save to save the new settings and to start using your own support URL

Once done, you can verify your changes by entering your support URL in this page and looking up your CNAME records.

Note: You can have only one custom URL for a portal.

Please refer to this article on how you can configure a custom SSL certificate for your support portal.