Configuring SAML SSO for Freshdesk

These steps will guide you through setting up the single sign-on (SSO) functionality between ADSelfService Plus and Freshdesk.

Prerequisite

1. Log into ADSelfService Plus as an administrator.
2. Navigate to Configuration > Self-Service > Password Sync/Single Sign On > Add Application, and select Freshdesk from the applications displayed.
Note: You can also find the Freshdesk application from the search bar located in the left pane or the alphabet-wise navigation options in the right pane.
3. Click IdP details in the top-right corner of the screen.
4. In the pop-up that appears, copy the Entity ID, Login URL, and Logout URL, then download the certificate by clicking Download Certificate.

Freshdesk (Service Provider) configuration steps

1. Log in to Freshworks with administrator credentials.
2. Navigate to Security.

3. Toggle the status of Single Sign-on to enabled.
4. Select SAML SSO as the Login Method.
5. Paste the URLs copied in Step 4 of the Prerequisites in the Entity ID, SAML SSO URL, and Logout URL fields respectively.
6. Choose the Signing options as per your requirements.
7. Open the certificate downloaded in Step 4 of the Prerequisites in the editor, then paste the Certificate content in the Security Certificate field.

8. Click Save.

ADSelfService Plus (identity provider) configuration steps

1. Now, switch to ADSelfService Plus’ Freshdesk configuration page.

2. Enter the Application Name and Description.
3. Enter the Domain Name of your Freshdesk account. For example, if you use johndoe@thinktodaytech.com to log in to Freshdesk, then thinktodaytech.com is the domain name.
4. In the Assign Policies field, select the policies for which SSO need to be enabled.
Note: ADSelfService Plus allows you to create OU and group-based policies for your Active Directory (AD) domains. To create a policy, go to Configuration > Self-Service > Policy Configuration > Add New Policy.
5. Under the SSO tab, select Enable Single Sign-On.
6. Choose SAML from the Select Method drop-down.
7. Enter the SP Identifier of your Freshdesk account in the SP Identifier field. The initial section of your Freshservice URL after logging in with your Freshservice admin credentials is the SP Identifier.

Example: https://<sp_identifier>.freshdesk.com

8. In the Name ID Format field, choose the format for the user login attribute value specific to the application.
Note: Use Unspecified as the default option if you are unsure about the format of the login attribute value used by the application.
9. Click Add Application.

Your users should now be able to sign in to Freshdesk through ADSelfService Plus.