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At this point we want to be able to just sync our Azure AD licensed users to Freshworks so we have a reliable list of users in Freshworks. Currently ANYONE who submits a tickets becomes a requestor which we want to change to only OUR Azure users. We don’t need to change anything on the Azure AD side (yet) so just looking to pull the data in to freshworks and keep an accurate list of users and user data.

Any thoughts on a workflow for this would be much appreciated.

(The Azure AD connector in Orchestration center is currently working)

Thanks!

Hello @pilotech, apologies for not getting back to you sooner on this. We can set up the workflow you are proposing in two parts : 

 

  1. In Portal settings ( Admin > Portal > Settings), you can choose only logged in users to submit tickets.
    Portal Settings
  2. You can follow the steps mentioned here to set up contact SSO so that your customers can login using your IdP credentials. You can ensure the data is synced between Azure and freshdesk, and only users added to your IDP can login. You can hide the default Freshdesk login for customers using portal customization. 

Do you think this would help? Let us know your thoughts!

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