When you create a support portal, 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 should your custom URL to the Freshworks domain you signed up with.

SSL certificates

SSL is a form of encryption protocol that secures data between browsers and servers. SSL certificates are issued to websites & web portals to ensure a safer experience for businesses and customers.

When you create a support portal, the default portal provided by Freshdesk is automatically enabled with SSL. For portals with custom domains, the SSL certificate will be generated after you verify the DNS records in the DNS manager.

Add custom portal URL

To add a custom portal URL:

1. Log in as an Admin.
2. Go to Admin > Portals.
3. Hover over the portal of your choice and click the Edit icon.
4. Under Portal URL, add the custom support URL. For example, "support.globex.com".
   
5. Verify Domain and add records in DNS Manager
   • A CNAME record (CNAME and value) will be generated. Save these values.
   • Log in to your Domain Control Panel (for example, GoDaddy) and go to Admin tools > DNS Manager > Add CNAME record.
     Note: This step may vary based on where you are hosting your domain, please contact your web hosting company for more help.
   • Paste the domain name and CNAME value copied from your Portal settings in Freshdesk.
   • If your Domain Host asks for a TTL (Time-To-Live), enter a value between 30 minutes and 1 hour, or you can leave it blank.
6. Once you have added the CNAME record, return to your portal settings on Freshdesk.
7. Click Save.
   
8. After you save the changes and complete the CNAME verification and mapping within your DNS, Freshworks initiates a request for the SSL certificate for the custom domain. This certificate safeguards your customers' sensitive information from any potential malicious activities by third parties. The SSL verification may take up to 24 hours to activate.