Freshworks SSO for contacts

Hi Keer

Thanks for the response.

The issue I have or confusion more so is that there is only one Freshworks Enterprise app in the Azure market space and I have already used this for the agent SSO configuring IDP, Reply URL etc..To what App am I to bind the contacts Freshwork SSO to in Azure if I have already used  the only available Freshworks app forAgents SSO?

Hello @Dallan R, you’d have to add another instance of the same application to configure contact SSO. Please navigate to Enterprise applications → New application → Freshworks and add this as the application for contact SSO. 

Just like how you configured the agent SSO, follow these steps, map the information from IdP and in IdP for contact SSO. 

 Once the cofiguration is complete, you’d see two applications, one for agent SSO and one for contact SSO as below : 

Now, the non-agents/contacts would be able to login using the following link: 

https://yourcompanyname.freshdesk.com/customer/login, just like how agents would be able to login via https://yourcompanyname.freshdesk.com/agent/login 

If you have any further queries, let us know :) 

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Hi Keer

Thank you for this information.

I believe I have this working from doing a test simulation via the Azure SAML test option, thank you.

4 questions

1. Do I have to issue the new URL of https://company.freshdesk.com/customer/login to all our contacts now? Prior to this it was just https://company.freshdesk.com/ and this worked for both agents and customers. Now the SSO seems to only work if  https://company.freshdesk.com/customer/login is the sign in URL on the Azure Freshworks - Contact SSO application. Its just that we have published the original link of https://company.freshdesk.com/ via websites and also domain GPOs to customer devices. Please let me know.
2. I assume I have to add all the groups that user assignment is required for on the Freshworks - contact SSO application, i:e all our customers groups the same way I have the legacy freshdesk applications assigned to all customer groups?
3. When I have all contact groups assigned to the app as per question 2 above, I assume I need to switch the SSO in the Freshdesk admin portal to FreshWorks and disable the FreshDesk SSO?
4. Do I delete the original Freshdesk enterprise application in Azure that had been providing SSO or is this to remain along with the Freshworks - Agent SSO and Freshworks - contact SSO applications?

Please advise and thank you.

That’s great, Dallan. I’ve tried answering your queries below:

1. You can still continue using the same link as ../support/login would have both options once you configure an agent and contact SSO as below. Agents and contacts can log in using the respective sections. 

2. Yes, you’d have to add the contacts as users in the contact SSO application and only then they would be able to login. 
3. Yes, you can disable Freshdesk SSO as mentioned here after successfully testing the flows for both agent and contact SSO. 
4. Freshdesk app would be no longer required as the agent and contact SSO applications would only be the active apps using the respective flows.  I hope this helps :)
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Thank you for this information it was really helpful for setting up the new Freshworks SSO.

I am glad we could help, Dallan :)

@Dallan R  I managed to use the same enterprise app instance for both agents and contacts.  In the SSO configuration screen in Freshworks, just use identical application outputs from Azure AD
@Keer  Any unintended consequences of doing this?