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 either your contacts in Freshworks or for agents in a specific portal.

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 Org URL. It should look something like this:

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

  3. The following fields will be presented for you to fill:

    • User Type

    • Accounts

    • Name 

    • URL

  1. If you are configuring this custom policy for your contacts in Freshdesk, choose ‘Contacts.’ If it is for your agents or admins in a specific account, choose ‘Agent / Admin.’

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

Note: If you are configuring a custom policy for contacts, choose the Freshdesk account for which you are configuring this policy. 

  1. Choose a name for this custom policy that you can refer to later, to modify. E.g. You can name it 'Contact Policy for ABC Corp.' 

  2. Also, complete the URL that the users will be redirected to when users log in once this custom policy is successfully configured. 

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

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.