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

    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 vanity support URL like support.mycompany.com, enter 'support' as your alias name
    Point to Host Name: Type @ to directly map the alias to your Freshdesk domain

  • 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 support.mycompany.com and the verification code is 2b59746c1aad1db40722a183fb558346, the TXT record should be set as follows: fdkey.support.mycompany.com 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 vanity support URL (support.mycompany.com)

  • 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.


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


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

    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 vanity support URL like support.mycompany.com, enter 'support' as your alias name
    Point to Host Name: Type @ to directly map the alias to your Freshdesk domain

  • 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 support.mycompany.com and the verification code is 2b59746c1aad1db40722a183fb558346, the TXT record should be set as follows: fdkey.support.mycompany.com 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 vanity support URL (support.mycompany.com)

  • 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.


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