Configuring OpenID and OAuth SSO for Freshdesk

These steps show you how to configure the single sign-on (SSO) functionality using OpenID Connect and OAuth to Freshdesk from ManageEngine ADSelfService Plus.

Prerequisites

1. Log in to ADSelfService Plus as an administrator.
2. Go to Configuration > Password Sync/ Single Sign On, then click Add Application. Select Freshdesk from the list.
Note: You can also use the search bar at the top-left of the page to search for the application.
3. Click IdP Details and select the SSO(OAuth/OpenID Connect) tab.
4. Copy the Client ID, Client Secret, Issuer, Authorization Endpoint URL, Token Endpoint URL, and User Endpoint URL information.

Freshdesk (service provider) configuration steps

1. Login to Freshdesk with admin credentials.
2. Navigate to Security from the Admin tab.

3. Under Login settings, click Edit Configuration within Freshworks SSO.

4. In the page that appears, go to Security > Default Login Methods.

5. Click on the toggle button next to SSO Login.

6. Select OIDC or OAuth 2.0 under IdP of your choice, as per your preference.

7. For OIDC, fill the following fields, under Map information from IdP, with the corresponding details saved in step 4 of Prerequisites:

1. Client id : Client ID
2. Client Secret: Client Secret
3. Select the Scopes to specify the level of access of the access tokens.
4. Authorization URL: Authorization Endpoint URL
5. Access token URL: Token Endpoint URL
8. For OAuth 2.0, you will have to fill all the details in the previous two steps, plus the User info URL field with the ldP information saved in step 4 of Prerequisites.

9. Copy the Redirect URL, under Map information in IdP, for later steps.

10. Click Configure SSO.

ADSelfService Plus (identity provider) configuration steps

1. Switch back to ADSelfService Plus' Freshdesk configuration page.

2. Enter the Application Name and Description as per your preference.
3. Enter the Domain Name of your Freshdesk account. For example, if your Freshdesk username is johnwatts@thinktodaytech.com, then thinktodaytech.com is your 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 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 OAuth/OpenID Connect from the Select Method drop-down.
7. Enter the Freshdesk portal's login URL in the SP Login Initiate URL field.
Note: Freshdesk requires sign-in to begin from their login page, known as SP-initiated login. Users are first directed to the Freshdesk login page, specified in the SP Login Initiate URL field, after which Freshdesk (the SP) redirects them to ADSelfService Plus (the IdP) for authentication.
8. Enter the Redirect URL copied in Step 9 of configuring Freshservice in the SSO Redirect URL field.
9. Using the Scopes drop-down, select openid, which is the scope required for OIDC authentication. You can also specify scopes such as profile or email to include extra user information in the authorization request.
Note: Scopes specify the level of access the access token has. They are typically included in the authorization request. Specify the scopes for which you wish to allow access to your authorization token, using the drop-down.
10. Click Add Application to save the configuration.

The Well-known Configuration URL in the IdP details pop-up contains all the endpoint values, supported scopes, response modes, client authentication modes, and client details. This is enabled only after you finish configuring the application for SSO in ADSelfService Plus. You can provide this to your service provider if required.