"Bring Your Own" SSL

Hello,

we also use Let's Encrypt for our other domains & infrastructure. It would be nice if we could use the service with Freshdesk too. Support can’t come soon enough.

In any case, proper custom certificates for custom domains should just be part of the lowest paid tier that supports custom domains. Otherwise… what’s the point, in this day and age.

Thanks

Lukáš

+1 for this feature. While we're very happy with Freshdesk's solution overall, this is a critical feature that's sorely lacking right now, hope that this gets implemented soon.

This is not good.   We are evaluating and this is going to be the deal breaker.    We MUST have SSL in fact Safari on IOS now puts up a big NOT secure page when going to our custom domain.    I am blown away that you are charging $180 for an SSL when they are now free and auto updates.

Deal breaker.   That's too bad we liked the rest of it.

SSL is needed, at any level of payment an SSL should not be an additional cost - especially when it can be setup for FREE - or even yet, let us provide our own SSL Cert at no cost to you either. Madness - every browser is enforcing this and it seems like a money spinner to FD for me. £180.00 for 1 year SSL....... Jokers

I agree with the above point re letting us set up our own or using Letsencrypt.... but whilst your looking into this.. you could just offer the current SSL functionality at a cheaper rate. No dev work needed!

If the price wasnt so prohibitive, I'd likely take the convenience of a $25 cert supplied by Freshdesk as a one off for the year. Especially for those of us following and tracking the issue :)

AMEN, Elisha! Such a simple solution. In fact, there are PLENTY of solutions to this problem:

1. Let us bring our own certificates.

2. Give us free letsencrypt certificates.

3. Just bring down the price of Freshdesk-provided certificates, even just temporarily.

Like you mentioned, #3 requires zero dev effort. It would be a fantastic demonstration of goodwill if Freshdesk lowered the prices of the Freshdesk-provided certificates until better options are available.

Hello Aravind, 

could you please update us on the topic. 

Thank you

I think if we had realized this from the get-go that we might have actually stayed and put up with Dynamics until finding something else, unfortunately from competitors. We really like Freshdesk but this SSL thing seems a bit ridiculous. Several competing services allow for uploading own certs.Hopefully this is reconsidered on Freshdesks part, even offering an open cert from letsencrypt.

I couldn't agree more. This has become a show stopper for me. I run a VPN company , and for my customers to be shown a message saying that this site is not secure when switching to my helpdesk is not acceptable. I will be moving to another solution if this isn't resolved soon. Every time I've spoken to one of your agents following up with me for feedback in the past 2 years, I've been told that you are resolving this. Its not hard guys. Sort it out, or you will be loosing customers. Just let us use letsencrypt.

Completely agree.. it's 2019 and proper certificates are free. I am fairly sure there are others looking at canceling Freshdesk. It's a nice platform, but charging for something that should be standard is ridiculous.

I am indeed considering other platforms because of this... it's a shame.

I agree. It's such a shame. We are definitely thinking moving to another provider.

I would highly appreciate if some Freshdesk representative could give reliable feedback on a time schedule. Judging from the amount of feedback on this thread, I cannot imagine that ignoring the issue is an option. 

well... the alternative is simple. Move elsewhere.

It's not really that simple though is it Michael? If you've invested time and money in the software, trained your staff, implemented various integrations, rules, configurations, etc. that you have to do again. Copying over your solutions articles, reconfiguring the software, moving users over to the new solution and pointing your domains at the appropriate moment, ensuring there is internal support in place for agents who may have unforeseen difficulties with new features, etc., etc. This is what keeps most people from moving to something even if it's "better". A more economical solution for all concerned in the long run would be for Freshworks to either/both (a) enable customers to bring their own certs; or/and (b) provide certs (likely via Letsencrypt). 

letsencrypt would be laughably simple to script... a one button solution. Click here: "Request Free Cert".

I agree, so we're on the same page. I don't know why they haven't provided any feedback on it. I've scripted it in myself, and I agree it is very simple. Obviously the dev process still has to be done and they'll have their roadmap to work to, but we're at the point now where browsers are actively warning people of websites that aren't secured by TLS, and the warnings increase in severity where a login form is displayed. So as you said earlier in this thread, it's something that should be provided as standard.

Well, if you think about it from a business perspective, they make $180 per cert which is probably a significant amount given their current model. So, removing that would put a damper on their cash flow. However, I do submit that even if they charged a simple $25 for allowing the implementing of a letsencrypt cert, they would at least still make some money and probably satisfy the lot of us rather than dealing with our post implementation sticker shock at $180 for a cert and non-allowance of uploading and using our own. Just sayin' ...

I don't recall ever seeing an additional charge for our SSL since our initial request for it so I certainly hope it's not a recurring revenue issue that they're worried about. If I'm supposed to be getting a yearly invoice for it, that's another story.

My biggest pet peeve with it currently is their ideology of lumping all of the subdomains of their customers on one CSR/cert. I don't want my customers to see other companies' information when they see the certificate for our support center. (see attached files)

LetsEncrypt needs to be implemented the same as Wix and other providers automatically have certificates deployed and activated; there's no question about it. We also need an official, recent response from Freshdesk on when we can expect this to be implemented on the roadmap. If not -- how about an explanation on why we can't expect it sooner than later? 

Hey Nick, I guess you will be getting a yearly invoice, see https://support.freshdesk.com/support/solutions/articles/90479-configuring-a-custom-ssl-certificate-for-your-support-portal: Customers on the Blossom and Garden plans can choose to purchase the SSL certificate(s) for $180 per portal per year.

Hello, is this feature on your roadmap? I think nowadays a helpdesk without SSL is nonsense and $180 for the cert is totally overpriced! Please let us know if you are finally implementing this feature and estimated date. Thanks a lot in advance!

Given the longevity of this request thread, I doubt they are going to budge 

Four months ago they said they were trying to figure out how to best implement it.  We don't need daily updates, but some indication on progress would be nice.  I mean I get it, installation on an cPanel web server is ridiculously easy, and this is a bit more complicated when you think of the number of users of the platform, but lack of communication is disheartening, especially given the fact that this not only impacts their customers but their customers' customers.

Kyle: From an infrastructure perspective, this really isn't that complicated. I've automated plenty of auto SSL certs in our system and even set up an auto SSL wildcard cert. Freshdesk dragging their feet is (as best as I can tell) evidence of a prioritization issue instead of a delay due to challenging technical issues. In other words: Freshdesk is going where the money is, and this isn't it. :(

Totally agree Kyle!