I saw one other post about this, but the answer was simply the SSO config for logging in. I spoke to support, and they said this isn’t possible yet.
As an agent creates a ticket, we would like to select the user from contacts, so we don’t have to create a brand new contact every time.
That doesn’t seem to be possible, unless that user has logged in as a contact via SSO already. I have configured SSO and it works, but 1500 users have not all logged into FreshDesk.
There doesn’t seem to be an active ‘sync’ to link up our Azure AD Users/atrtributes, to ‘contacts’ in FreshDesk. This would be VERY helpful.