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Custom SSL certificate and CNAME propagation delays on custom domain portal

  • September 3, 2026
  • 1 reply
  • 8 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 Freshworks Community!

In response to your inquiry on requiring any additional CAA records, we don't believe that will be necessary. Setting up a CNAME for a custom domain is quite straightforward; it involves creating a CNAME record in your DNS and then waiting for the TTL period. As both of these steps have been completed on your side, we may need to investigate further on our end about the SSL showing pending validation.

Our backend team can check and reset the CNAME value to have the SSL activated for your portal. Could you please DM me your email address so we can get in touch, gather your account details, and handle 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 Freshworks Community!

In response to your inquiry on requiring any additional CAA records, we don't believe that will be necessary. Setting up a CNAME for a custom domain is quite straightforward; it involves creating a CNAME record in your DNS and then waiting for the TTL period. As both of these steps have been completed on your side, we may need to investigate further on our end about the SSL showing pending validation.

Our backend team can check and reset the CNAME value to have the SSL activated for your portal. Could you please DM me your email address so we can get in touch, gather your account details, and handle this internally?


Regards,
Arputha
Freshworks Community Team

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