What is a Custom URL?

When you first sign-up for a Freshworks product, we auto-generate an Organization URL for your Organization based on your signup data and our proprietary domain generation algorithm. It should look something like this: yourcompany.freshworks.com or yourcompany.myfreshworks.com. If you would like to edit the first half (yourcompany) portion, read more here. On the other hand, a custom URL lets you change the entire URL, removing the freshworks.com part of the URL. Effectively, it could be yoursubdomain.yourcompany.com or simply yourcompany.com.

How can I create a Custom URL?

If you are the Organization Admin, you can change the Custom URL. Here’s how: 

  • Log in using your Organization URL or click on the 'Manage your organization' link in the switcher pane.  
  • On the Admin Center's home page, click the 'Edit Organization Information' button. 
  • Click on the 'Change Custom URL' link if you would like to change this to suit your branding or organization guidelines. 
  • Enter your Custom URL and click confirm. 
  • Enter your Custom URL

  • For the next step, you must verify the domain. Please create a DNS CName certificate record. You will have to process this step from your DNS Zone file. 

    Here is a sample CName entry in a provider such as GoDaddy:

  • Verify the same here 
  • On verification, the SSL certificate will be created for the Custom URL
    Note- Generating the certificate could take some time 
  • Confirm your change. 
  • Once confirmed, your new URL is generated and ready to use. 
  • You will have to communicate with all users to log in with the updated URL and re-authenticate themselves to continue their sessions.

1. Once created, the Custom Name URL can only be changed again by the organization admin
2. Before generating the DNS record, you can either update or cancel the request if you wish to


Available for all products in Freshworks. Org admins can enable it through the Neo Admin Center. 

Important Note: If you have already configured a custom SSO policy in the security section, you will have to modify the security configuration at your IdP to reflect the new custom URL. Unless you do this, your SSO Configuration is not considered complete, and you won't be able to log in to your Freshworks account.