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Custom SSL certificate and CNAME propagation delays on custom domain portal

  • September 3, 2026
  • 1 reply
  • 4 views
will0smeed
Apprentice

Hi everyone,

I’m in the middle of configuring a custom domain portal for our team's knowledge base and ticketing page. I’ve added the required CNAME records pointing to our Freshworks instance on our domain registrar's DNS panel, and external lookup tools confirm the DNS routing has propagated globally.

However, the portal status inside the admin dashboard still shows pending validation for the custom SSL certificate, and accessing the custom URL triggers a certificate trust warning.

 

Are there any specific CAA records or DNS configurations required on external registrars to ensure the auto-generated SSL certificate validates without hitting CA authorization locks?

Advance Thanks for any insights!

Best answer by Arputha G

Hi ​@will0smeed

Greetings from the Freshworks Community!

I believe this has already been addressed here for you :) We’ll be ready to assist you as soon as we receive your contact information so we can take care of this internally.

 

Regards,
Arputha
Freshworks Community Team

1 reply

Community Manager
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  • Arputha GCommunity Manager
  • Community Manager
  • Answer
  • September 29, 2026

Hi ​@will0smeed

Greetings from the Freshworks Community!

I believe this has already been addressed here for you :) We’ll be ready to assist you as soon as we receive your contact information so we can take care of this internally.

 

Regards,
Arputha
Freshworks Community Team

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