By default, Freshdesk offers a wildcard SSL for all users who have a support portal on a freshdesk.com domain. This can be used as long as you continue to use the default Freshdesk URL you signed up with (for example, yourcompany.freshdesk.com). However, the default SSL does not work when you have pointed a custom domain name to your support portal (for example, support.yourcompany.com)

In this case, you will have to configure a custom SSL certificate provided by Freshdesk with your domain name. For this, you will need access to your domain control panel in order to add a DNS record to your custom domain. If you are on the Estate or Forest plans, you can request for an SSL certificate from Freshdesk without any additional charges.


Setting up custom SSL on your support portal:

  • Login to your account as an administrator.
  • Go to Admin > Security. 
  • Under Secure Connection using SSL, click on the link which says 'Want to use Custom SSL for your support portal?'


  • In the following dialog, enter the custom domain you have configured with your Freshdesk account. 
  • Click on the Submit Request button to initiate your request. 
  • Check your inbox periodically for an email from our provider. Once you receive the email, please follow the instructions on it to confirm your request for an SSL certificate. 
  • Once done, wait for a few days and check for an update on the Admin > Security page. Once your certification is approved and done, you should see a screen with the following dialog:

  • Copy and paste the ELB name provided and create a DNS record with it in your domain control panel. If you do not know how to do this, please get in touch with your network administrator. 
  • Click Save to setup your Custom SSL from Freshdesk's end. 
  • Once your DNS change is propagated (can take anything between 24 to 72 hours), you should be able to see a lock icon on your address bar whenever your visit your support portal. 


Note: The custom SSL certificate will work only as long as your support URL and the URL you mentioned while submitting the request are the same. In case you reconfigure your Freshdesk to point to a different domain, your connection will no longer be secure.