Your customers are added as contacts in Freshdesk. Today, you can enable SSO login for both your agents and contacts. 

Here's how you can configure Agent SSO 

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

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

  3. 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. 

  4. 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. Click on the ‘Security’ icon in the left sidebar. You will see +Add Custom Policy. Click on it. 

  1. In the field that asks you to choose 'User Type' who will log in using this custom policy, choose Contacts

  2. Next, choose all the accounts for which this custom policy should be applicable. 

  3. Choose a name for this custom policy that you can refer to later, to modify. E.g. You can name it 'Contact Policy for ABCD Corp.' Here ABCD Corp is the account I am configuring the custom policy for. 

  4. Also, complete the URL that the users will be redirected to when contacts login once this custom policy is successfully configured. 

  5. Scroll to the bottom. You can configure the SSO with SAML/OAuth 2/OIDC/JWT.

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 with your queries. We're more than happy to help.