Default Policy

You can define a default security policy (Log in --> Security icon on the left sidebar) that will be applicable to all admins/agents logging into any account that is part of the organization. You can choose a combination of the following: Freshworks Login, Google Login, or/and Single Sign-On.


Custom Policy

You can also create custom policies to configure login methods for agents in a specific portal or your contact in Freshdesk. 

Note: For these accounts that you are configuring a custom login method for agents, the default login method will not be applicable.

Here’s how you can configure a custom policy

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

  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). 

  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, Choose the login methods and define the 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. 

If you are looking for specific information about SSO for Freshworks or configuration related guides for supported protocols, here is a list of articles for you to read:

What happens after a custom policy is configured for contacts

When a customer goes to the login page of the Freshdesk portal, he/she can see the 'Are you a customer?' followed by a 'Login here' button. When the customer clicks on the button, authentication through SSO (as configured in the policy) will begin without the user having to do anything else.

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