# Freshservice integration. Timer won't recognize the "site" **URL:** \ **Category:** Ask the Community\ **Created:** [March 26, 2026, 2:12pm UTC](https://community.toggl.com/t/freshservice-integration-timer-wont-recognize-the-site/4419 "2026-03-26T14:12:18Z")\ **Posts on this page:** 11\ **Page:** 1
**Author:** ![Greg\_Zielinski](https://yyz2.discourse-cdn.com/flex012/user_avatar/community.toggl.com/greg_zielinski/32/3552_2.png) [@Greg\_Zielinski](https://community.toggl.com/u/Greg_Zielinski)\ **Post date:** [March 26, 2026, 2:12pm UTC](https://community.toggl.com/t/freshservice-integration-timer-wont-recognize-the-site/4419/1 "2026-03-26T14:12:18Z")
**Post Title** : Unable to get Freshservice detected for browser plugin **Your Question/Topic** : We have the site in a custom domain, [helpdesk.companyname.com](http://helpdesk.companyname.com) and I’ve tried the full URL and just [companyname.com](http://companyname.com) and our Freshservice site doesn’t get picked up by the timer. The manual timer works. The right click browser “fly out” works. I even added google sites and can confirm I see the START TIMER on other sites. It appears Freshservice just isn’t getting detected ---
**Author:** ![Support](https://yyz2.discourse-cdn.com/flex012/user_avatar/community.toggl.com/support/32/1577_2.png) [@Support](https://community.toggl.com/u/Support)\ **Post date:** [March 27, 2026, 6:02pm UTC](https://community.toggl.com/t/freshservice-integration-timer-wont-recognize-the-site/4419/2 "2026-03-27T18:02:59Z")
It sounds like you’re having trouble with the Toggl browser extension detecting your Freshservice instance on a custom domain. While the manual timer and right-click options work fine for you, the automatic integration isn’t picking up Freshservice on your custom domain setup. This is a known limitation with the Freshservice integration - it may not always detect custom domain URLs reliably. Since you’ve confirmed that the manual timer and context menu options are working, those are solid workarounds you can continue using to track time on your Freshservice tickets. For custom domain detection issues specifically with Freshservice, this would be worth looking into with detailed information about your setup, as custom domain configurations can sometimes require specific handling that may not be covered by the standard integration detection. ---
**Author:** ![Greg\_Zielinski](https://yyz2.discourse-cdn.com/flex012/user_avatar/community.toggl.com/greg_zielinski/32/3552_2.png) [@Greg\_Zielinski](https://community.toggl.com/u/Greg_Zielinski)\ **Post date:** [May 1, 2026, 11:06pm UTC](https://community.toggl.com/t/freshservice-integration-timer-wont-recognize-the-site/4419/3 "2026-05-01T23:06:46Z")
How can I go about working with someone on this? When using “helpdesk.CUSTOMCOMPANYcom” or “CUSTOMCOMPANY.freshservicecom”, it cannot detect the site as being Freshservice. I’ve tried a mix of just having freshservice checked in the main integrations, and “helpdesk.CUSTOMCOMPANYcom” in the custom section along with “CUSTOMCOMPANY.freshservicecom” or just “freshservicecom” \*(note. “.com” was replaced with “com” due to support limits on URLs in posts. ---
**Author:** ![Greg\_Zielinski](https://yyz2.discourse-cdn.com/flex012/user_avatar/community.toggl.com/greg_zielinski/32/3552_2.png) [@Greg\_Zielinski](https://community.toggl.com/u/Greg_Zielinski)\ **Post date:** [May 7, 2026, 8:54pm UTC](https://community.toggl.com/t/freshservice-integration-timer-wont-recognize-the-site/4419/4 "2026-05-07T20:54:43Z")
How can I go about working with someone on this? When using “helpdesk.CUSTOMCOMPANYcom” or “CUSTOMCOMPANY.freshservicecom”, it cannot detect the site as being Freshservice. I’ve tried a mix of just having freshservice checked in the main integrations, and “helpdesk.CUSTOMCOMPANYcom” in the custom section along with “CUSTOMCOMPANY.freshservicecom” or just “freshservicecom” \*(note. “.com” was replaced with “com” due to support limits on URLs in posts. ---
**Author:** ![Support](https://yyz2.discourse-cdn.com/flex012/user_avatar/community.toggl.com/support/32/1577_2.png) [@Support](https://community.toggl.com/u/Support)\ **Post date:** [May 8, 2026, 8:16pm UTC](https://community.toggl.com/t/freshservice-integration-timer-wont-recognize-the-site/4419/5 "2026-05-08T20:16:18Z")
Heya Greg! Just confirming: you’re trying to get the “Start Timer” button from the browser extension to appear in your Freshservice instance? ---
**Author:** ![Greg\_Zielinski](https://yyz2.discourse-cdn.com/flex012/user_avatar/community.toggl.com/greg_zielinski/32/3552_2.png) [@Greg\_Zielinski](https://community.toggl.com/u/Greg_Zielinski)\ **Post date:** [May 8, 2026, 8:29pm UTC](https://community.toggl.com/t/freshservice-integration-timer-wont-recognize-the-site/4419/6 "2026-05-08T20:29:14Z")
Correct. That or have the auto start and stop features working when I have a FreshService ticket loaded in a tab. ---
**Author:** ![Greg\_Zielinski](https://yyz2.discourse-cdn.com/flex012/user_avatar/community.toggl.com/greg_zielinski/32/3552_2.png) [@Greg\_Zielinski](https://community.toggl.com/u/Greg_Zielinski)\ **Post date:** [June 4, 2026, 5:59pm UTC](https://community.toggl.com/t/freshservice-integration-timer-wont-recognize-the-site/4419/7 "2026-06-04T17:59:57Z")
I wanted to follow up on this one. Yes, the goal is to have the freshservice integration work the toggl buttons or autostop/start feature ---
**Author:** ![Greg\_Zielinski](https://yyz2.discourse-cdn.com/flex012/user_avatar/community.toggl.com/greg_zielinski/32/3552_2.png) [@Greg\_Zielinski](https://community.toggl.com/u/Greg_Zielinski)\ **Post date:** [June 4, 2026, 6:05pm UTC](https://community.toggl.com/t/freshservice-integration-timer-wont-recognize-the-site/4419/8 "2026-06-04T18:05:25Z")
I’d also like to confirm that if I setup [docs.google.com](http://docs.google.com) to show the timer button or to AUTO, they both work. the “start timer” button appears in the google doc as auto start works if I have it enabled. [freshservice.com](http://freshservice.com) does not show the button or start the timer. ---
**Author:** ![Support](https://yyz2.discourse-cdn.com/flex012/user_avatar/community.toggl.com/support/32/1577_2.png) [@Support](https://community.toggl.com/u/Support)\ **Post date:** [June 12, 2026, 9:05pm UTC](https://community.toggl.com/t/freshservice-integration-timer-wont-recognize-the-site/4419/9 "2026-06-12T21:05:48Z")
Hi Greg! What version of the extension do you have installed? ---
**Author:** ![Greg\_Zielinski](https://yyz2.discourse-cdn.com/flex012/user_avatar/community.toggl.com/greg_zielinski/32/3552_2.png) [@Greg\_Zielinski](https://community.toggl.com/u/Greg_Zielinski)\ **Post date:** [July 6, 2026, 5:00pm UTC](https://community.toggl.com/t/freshservice-integration-timer-wont-recognize-the-site/4419/10 "2026-07-06T17:00:40Z")
4.11.16 is the version I’m on today. i can confirm, on this latest version the timers still do not appear. ---
**Author:** ![Support](https://yyz2.discourse-cdn.com/flex012/user_avatar/community.toggl.com/support/32/1577_2.png) [@Support](https://community.toggl.com/u/Support)\ **Post date:** [July 21, 2026, 12:36pm UTC](https://community.toggl.com/t/freshservice-integration-timer-wont-recognize-the-site/4419/11 "2026-07-21T12:36:54Z")
Hey Greg! Can you update the extension and confirm the issue is still there?