Your customers are added as contacts in Freshdesk. Today, you can enable different SSO login options for your agents, employees, and contacts by leveraging custom policies. 

Here's how you can configure Agent SSO 

  1. Log in using your Organization URL. It should look something like this: yourcompany.freshworks.com or yourcompany.myfreshworks.com

  2. Click on the ‘Security’ icon in the left sidebar.

  3. At the top, you can choose who would want to define the policy for—Agents & Employee or Contacts (Only for Freshdesk).

  4. You can define a default security policy that will be applicable for all users in the organization including admins/agents or create custom policies to configure SSO for contacts or to cater to agents in a specific portal. 

  5. Under a policy, you can scroll down to configure the SSO with SAML/OAuth 2/OIDC/JWT. 


Here's how you can configure Contact SSO in Freshdesk

  1. Log in using your Organization URL. It should look something like this: yourcompany.freshworks.com or yourcompany.myfreshworks.com. 

  2. Click on the ‘Security’ icon in the left sidebar. 

  3. Choose who you want to configure the policies for. At the top, you have the option to choose between Agents & Employees and Contacts (Only for Freshdesk).  Click on Contacts. 

  4. Once chosen, click on Custom Policies. 

  5. To create a new policy, click on the Create New button on the top-right. If you want to edit an existing custom policy, click on the Continue button.

  6. You have three steps to follow. In the first step, choose the accounts and portals for which you want to configure this policy for. 

  7. In the second step, define the SSO configurations as needed. 

  8. In the last step, give the policy a name (E.g. 'Contact Policy for ABC Corp' ), and mention the URL to which you want to redirect the users of these accounts and portals when logging in. You can also upload a logo to identify the custom policy with. 


We have provided a detailed guide for configuring Single Sign-On settings for each of these protocols below.


If you need further assistance, please feel free to write to [email protected] with your queries. We're more than happy to help.