When you create a support portal with Freshdesk, you get a " .freshdesk.com" domain by default. If you want to host your support portal under a custom URL, like "support.yourcompany.com", you can point your custom URL to the Freshdesk domain you signed up with.


Here's how to do this:


  • Go to Admin > Support  Channels > Portals

  • Under Portal URL enter the custom URL you want to use to access your support portal.

  • Click on the Setup URL button to generate a CNAME value.

  • Once the CNAME value is generated, log on to your Domain Control Panel.

  • In your Domain Control Panel, go to Admin tools > DNS Manager > Add CNAME record (This might vary based on where you are hosting your domain, please contact your web hosting company for more help.)

  • Copy the domain name and CNAME value from your Portal settings in Freshdesk

  • If your Domain Host is asking for a TTL (Time-To-Live), you can enter a value between 30 minutes to 1 hour, or else leave it blank.

  • Once you have added the CNAME record, return to your portal settings on Freshdesk.

  • Click on the Save button on the top right to save your changes.


After you've successfully added your custom URL, you can add a free SSL certificate from Let's Encrypt to your domain to protect your customer information from malicious 3rd parties. To request an SSL certificate:


  • Go to Admin > Support Channels > Portal

  • Click on the Portal you would like to secure

    • If the icon next to the Portal URL is green, your portal is secured.

    • If the icon is orange , your portal is not secured.

  • If the icon is orange, click Enable SSL to request a free SSL certificate and enable it for your support portal.

  • You can return to this page to check if your domain is now secured.