I have setup SSO for a new freshdesk account and am trying to work out how i have Freshdesk know about all our employees, so that when i go to create a ticket i can select and assign it to them. i cannot see anywhere in the settings that seems to support this - can anyone advise?
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How do you Sync Azure users as contacts in Freshdesk
Best answer by Vidya Deenadayalan
Hi @Twazok ,
Welcome to Freshworks Community :)
Are you referring users as agents or contacts in Freshdesk? We have something called "Auto Provisioning" in Freshdesk.
What is Auto Provisioning?
Automated User Provisioning encompasses automating the procedures of adding users and managing their access.
In Freshdesk, we can set up contact’s provisioning using the custom policies. Click on the link to know more: https://support.freshdesk.com/en/support/solutions/articles/50000002088-cconfiguring-custom-sso-policies-under-org.
Kindly note that this provisioning is only possible for contacts. For agents, we need to have a verified agent profile in Freshdesk, the same person as a registered User in the azure active directory. Syncing is not possible for agents.
Here's to you
Vidya D
Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
Hi @Twazok ,
Welcome to Freshworks Community :)
Are you referring users as agents or contacts in Freshdesk? We have something called "Auto Provisioning" in Freshdesk.
What is Auto Provisioning?
Automated User Provisioning encompasses automating the procedures of adding users and managing their access.
In Freshdesk, we can set up contact’s provisioning using the custom policies. Click on the link to know more: https://support.freshdesk.com/en/support/solutions/articles/50000002088-cconfiguring-custom-sso-policies-under-org.
Kindly note that this provisioning is only possible for contacts. For agents, we need to have a verified agent profile in Freshdesk, the same person as a registered User in the azure active directory. Syncing is not possible for agents.
Here's to you
Vidya D
Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
Auto Provisioning sounds great, is there a way that FreshDesk can populate the contacts list with information from Active Directory in advance of a user logging in? We have tens of thousands of users and would prefer that FD could poll AD for new records and create FB contacts itself.
Is this possible?
--Dennis
+3Twazok wrote:
I have setup SSO for a new freshdesk account and am trying to work out how i have Freshdesk know about all our employees, so that when i go to create a ticket i can select and assign it to them. i cannot see anywhere in the settings that seems to support this - can anyone advise? FlirtBees on StrangerCam seems like a fun option for meeting new people through video chat, especially if you're looking for a more interactive experience. It offers a mix of casual chatting and potential flirting, but like most platforms, the experience depends on who you match with. Privacy and moderation are always key concerns, so it's worth checking their policies before diving in. Have you tried it yet?
To have Freshdesk recognize all employees for ticket assignment after setting up SSO, you need to ensure they exist as contacts in the system. If your SSO supports Just-in-Time (JIT) provisioning, Freshdesk can automatically create users when they log in for the first time. If not, you can manually import employees by uploading a CSV file under Admin > Customers > Import. Another option is syncing users via a directory service like Azure AD or Google Workspace if your identity provider supports it. Alternatively, you can use the Freshdesk API to create contacts programmatically. Once added, they will appear in the ticket assignment dropdown.
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