freshworks

You can use Single sign-on (SSO) to log into your Freshworks account via existing SAML-enabled ID providers, such as Active Directory, OneLogin, Okta, etc.

To learn more about SSO, refer to these articles below.

• SSO Overview
• Implement Single Sign-On for Freshworks 
• How is the authentication data securely exchanged between IdP and SP
• Terms and definitions to understand SSO better 
• Agent SSO and Contact SSO for an Organization

Here's how you configure SAML SSO for Freshworks using Okta:
(Note: We have included two ways through which you could achieve a smooth configuration. 'Approach 1' is a video-based guide and 'Approach 2' is a text-based guide.)

Approach 1: Video tutorial

Approach 2: A step-by-step approach

Add Freshworks as an application to Okta Dashboard

1. Log into Okta as an Admin. 

2. From the Admin Dashboard, click on ‘Applications.’

Note: You can use the shortcuts to easily add (Add Application button) and assign (Assign Applications button) applications. 

3. Under the Applications page, click on the ‘Add Application’ button. 

4. Search for Freshworks. Click on the ‘Add’ button.

5. Enter the required information under General Settings, and then click Next.

6. Click on ‘Sign On’ to configure SSO.

You can simulate an IdP-initiated Flow with the Bookmark App. Here’s how!

Configure SSO for Freshworks using Okta

1. Login to your Freshworks account using your Organization URL that will look something like this: [email protected]. Go to Security and choose SAML using Okta. Simultaneously, login to your Okta Admin Dashboard. 

2. We have provided helpful configuration guides within the UI. Under Security, you can enable SSO and choose Okta using SAML as the SSO you want to set up. You will be presented with the ACS URL and Entity ID. Copy the values and enter the values in the relevant fields in the Okta portal. 

Note: From the Assertion Consumer Service(ACS) URL, make a note of your Customer ID. For example, if your Assertion Consumer Service URL is: https://freshworksssotest.freshworks.com/sp/SAML/a1b2c3d4/callback, your Customer ID is a1b2c3d4.

3. In Okta, select the Sign On tab for the Freshworks SAML app, then click Edit. The metadata link will be visible under the ‘View Setup Instructions’. Click on it get information for the following fields:

• Entity ID (or Metadata ID)

• SAML SSO URL (or Login URL)

• Security Certificate (or x.509 certificate)

4. Copy and paste in relevant fields in the Freshworks dashboard and click on save. 

5. Back to Okta, under the Sign On tab for the Freshworks SAML app, enter your Customer ID value you made a copy of in step 2 into the corresponding field and click on save. 

Done! You have configured SAML 2.0 for Freshworks using Okta :D

Note: In SAML, RelayState is an optional parameter that you can use to communicate to your Identity Provider where your users should be redirected after signing in with SSO. When you configure the RelayState field in your Identity Provider with a valid Freshworks Product URL (like https://abc.freshservice.com/ or https://abc.freshdesk.com), the user will be redirected to this URL after successful login from IdP. In case of an invalid URL, the user will be redirected to the Admin Center. Please note that the RelayState will take precedence only when the login action is directly initiated from the identity provider dashboard.

If you need further assistance, please reach out to our support team. We are more than happy to help.