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Freshdesk Single Sign On (SSO)

Freshdesk provides configurable SAML Single Sign On (SSO) facility which allows your user to login without having a separate set of login credentials for freshdesk. miniOrange provides a ready to use IdP solution for Freshdesk.

Freshdesk

Freshdesk presents you the easiest solution to manage your customer queries in the most efficient way possible. If you are looking for achieving this using a product with top-notch features, and a dedicated team to guide you hassle-free through this journey - you have arrived at the right destination!

miniOrange provides secure access to Freshdesk for enterprises and full control over access to the application. Single Sign On (SSO) into Freshdesk with one set of login credentials.

Freshdesk SAML Single Sign On

Freshdesk can be configured through SAML Single Sign On for your users. You do not have to provide separate login credentials for Freshdesk. The authentication of the user is done by any SAML provider you configure on your side and the user attributes like Email address are sent back to Freshdesk.



miniOrange Identity Management Features

  • Single Sign On

    miniOrange Single Sign On (SSO) Solution provides easy and seamless access to all enterprise resources with one set of credentials. miniOrange also provides secure authentication by establishing a trust relationship between the Service Provider and Identity Provider. miniOrange Single Sign On supports SSO to any type of devices or applications whether they are in the cloud or on-premise. Learn More

  • Multi-factor Authentication

    Secure your Freshdesk application from password thefts using multi-factor authentication methods with 15+ authentication types provided by miniOrange. Our multi-factor authentication methods prevent unauthorized users from accessing information and resources having password alone as an authentication factor. Enabling second-factor authentication for Freshdesk protects you against password thefts. Learn More

  • IP Blocking

    miniOrange provides IP blocking/IP restriction for Freshdesk login which adds security to Gmail, Web and other applications. In this, we provide you option for IP blocking which includes both automatic (based on user behavior) and manual IP blocking which includes blacklisting and whitelisting of IP addresses to provide access restriction, the office only access, intranet access & network restriction. Learn More

  • Adaptive Authentication

    miniOrange Adaptive Authentication aims to provide a better experience to reduce the authentication burder on users while enforcing strong authentication where it is needed the most. For example, when a user attempts to access an application via an unregistered device then they may be prompted to register it. If the user logs in from a geographical location other than their office, they may be asked to answer security questions. Learn More

  • User Provisioning

    miniOrange User Provisioning provides an easy way of creation, management and maintenance of end users especially for large enterprises to reduce the risk for unauthourized access of information. User proviosiong includes the creation, updation and deletion of user accounts. User provisioning makes life easier for admins because they do not have to manually arrange access for each user. Learn More

miniOrange supports both IdP (Identity Provider) and SP (Service Provider) initiated Single Sign On (SSO)

  • IdP Initiated Single Sign On (SSO)

    In IdP Initiated Login, SAML request is initiated from miniOrange IdP.

    • Enduser first authenticates through miniOrange Idp by login into miniOrange Self Service Console.
    • The Enduser will be redirected to their Freshdesk account by clicking the Freshdesk icon on the Enduser Dashboard - there is no need to log in again.
  • SP Initiated Single Sign On (SSO)

    In SP Initiated Login, SAML request is initiated by Freshdesk.

    • An Enduser tries to access their Account by going to Freshdesk domain.
    • Here they can enter the miniOrange login credentials and login to their Freshdesk Account.

We can connect with any External IDP/Directory

miniOrange provides user authentication from external directories like ADFS, Microsoft Active Directory, Azure AD, OpenLDAP, Google, AWS Cognito etc. It also provides user authentication with other IDPs like Shibboleth, PING, Okta, OneLogin, KeyCloak and many more.

Can't find your IDP ? Contact us on idpsupport@xecurify.com. We'll help you set it up in no time.


Follow the Step-by-Step Guide given below for Freshdesk Single Sign On (SSO)

Step 1: Configure Freshdesk in miniOrange

  • Login to miniOrange Admin Console.
  • Go to Apps >> Manage Apps. Click Configure Apps button.
  • freshdesk sso configure app

  • Click on SAML tab. Select FreshDesk.
  • Enter the SP Entity ID as https://your_domain.freshdesk.com/login/saml.
  • Enter the ACS URL as https://your_domain.freshdesk.com/login/saml
  • Enter the Single Logout URL as https://yourcompany.freshdesk.com/support/home.
  • You can add additional attributes using add attribute option.
  • freshdesk sso configuration steps

  • Go to the Add Policy and select DEFAULT from the Group Name dropdown.
  • Now enter the Freshdesk in the Policy Name field.
  • Select PASSWORD from the First Factor Type dropdown.
  • Click on Save to configure Freshdesk.
  • freshdesk sso save configurations

  • Click on Metadata link to download the metadata which will be required later. Click on Link to see the IDP initiated SSO link for Freshdesk.
  • freshdesk sso download metadata

  • Keep SAML Login URL, SAML Logout URL and click on the Download Certificate button which you will require in Step 3.
  • freshdesk sso keep values


Step 2: Choose Your User Directory

2.1: Setup AD as User Directory

  1. Log in to miniOrange dashboard from the Admin Console.
  2. From the Side Menu, Click on User Stores >> Add User Store

    Freshdesk Single Sign On (sso) configure user store

  3. Select User Store type as AD/LDAP.
  4. Freshdesk Single Sign On (sso) select ad/ldap as user store

    1. STORE LDAP CONFIGURATION IN MINIORANGE: Choose this option if you want to keep your configuration in miniOrange. If active directory is behind a firewall, you will need to open the firewall to allow incoming requests to your AD.
    2. STORE LDAP CONFIGURATION ON PREMISE: Choose this option if you want to keep your configuration in your premise and only allow access to AD inside premises. You will have to download and install miniOrange gateway in your premise.

    3. Freshdesk Single Sign On (sso) select ad/ldap user store type
  5. Enter LDAP Display Name and LDAP Identifier of your choice. Select Directory Type as Active Directory.
  6. Enter the LDAP Server URL or IP Address against LDAP Server URL field.
  7. Go to AD FS-> Domain-> respective Users -> Properties-> Attribute Editor. Now copy the value of distinguishedName and paste it against Bind Account DN.
  8. Freshdesk Single Sign On (sso) configure user bind account domain name

  9. Enter the valid password for the user from above step.
  10. Search Base is the location in the directory where the search for a user begins.
  11. Freshdesk Single Sign On (sso) configure user search base

  12. If you want to add extra conditions on user search you can add it in Search Filter. Select a suitable Search Filter from the Drop-Down. To use custom Search Filter select "Custom Search Filter" option and provide the search filter in the input field that shows up.
  13. Freshdesk Single Sign On (sso) configure user search filter

  14. You can also configure following options while setting up AD.
  15. Freshdesk Single Sign On (sso) configure ldap options

    Here's the list of the attributes and what it does when we enable it. You can enable/disable accordingly.

    Attribute Description
    Activate LDAP All user authentications will be done with LDAP credentials if you Activate it
    Sync users in miniOrange Users will be created in miniOrange after authentication with LDAP
    Backup Authentication If LDAP credentials fail then user will be authenticated through miniOrange
    Allow users to change password This allows your users to change their password. It updates the new credentials in your LDAP server
    Enable administrator login On enabling this, your miniOrange Administrator login authenticates using your LDAP server
    Show IdP to users If you enable this option, this IdP will be visible to users
    Send Configured Attributes If you enable this option, then only the attributes configured below will be sent in attributes at the time of login

  16. Click on Save. After this, it will show you the list of User stores. Click on Test Configuration to check whether you have enter valid details. For that, it will ask for username and password.
  17. Freshdesk Single Sign On (sso) test ad/ldap connection

  18. On Successful connection with LDAP Server, a success message is shown.
  19. Freshdesk Single Sign On (sso) ldap successful connection

  20. Click on Test Attribute Mapping.
  21. Freshdesk Single Sign On (sso) test attributes mapping

  22. Enter a valid Username. Then, click on Test. Mapped Attributes corresponding to the user are fetched.
  23. Freshdesk Single Sign On (sso) fetch mapped attributes for user

  24. After successful Attribute Mapping Configuration, go back to the ldap configuration and enable Activate LDAP in order to authenticate users from AD/LDAP.

2.2: Setup miniOrange as a User Store

  1. Log in to miniOrange dashboard from the Admin Console.
  2. There are 3 ways to setup miniOrange as an Identity Source

    2.2.1 Create User in miniOrange

    • Click on Users >> Add User.
    • Freshdesk Single Sign On (sso) add user in miniOrange

    • Here, fill the user details without the password and then click on the Create User button.
    • Freshdesk Single Sign On (sso) add user details

    • Click on On Boarding Status tab. Check the email, with the registered e-mail id and select action Send Activation Mail with Password Reset Link from Select Action dropdown list and then click on Apply button.
    • Freshdesk Single Sign On (sso) email action

    • Now, Open your email id. Open the mail you get from miniOrange and then click on the link to set your account password.
    • On the next screen, enter the password and confirm password and then click on the Reset Password button.
    • Freshdesk Single Sign On (sso) reset user password
    • Now, you can log in into miniOrange account by entering your credentials.

    2.2.2 Bulk Upload Users in miniOrange via Uploading CSV File.

    • Navigate to Users >> User List. Click on Add User button.
    • Freshdesk Single Sign On (sso) add user via bulk upload

    • In Bulk User Registration download sample csv format from our console and edit this csv file according to the instructions.
    • Freshdesk Single Sign On (sso) download sample csv file

    • To bulk upload users, choose the file make sure it is in comma separated .csv file format then click on Upload.
    • Freshdesk Single Sign On (sso) bulk upload user

    • After uploading the csv file successfully, you will see a success message with a link.
    • Click on that link you will see list of users to send activation mail. Select users to send activation mail and click on Send Activation Mail. An activation mail will be sent to the selected users.

    2.2.3 Self User Registration

    • miniOrange self user registration allows end users to register themselves using customized registration form. miniOrange admin users can customize the registration form by adding more custom fields accodring to their choice. Learn More

Step 3: Setup SSO in Freshdesk Admin Account

  • Login to your Freshdesk domain.
  • Go to the Admin tab and click on Security.
  • freshdesk sso admin panel

  • Click on the toggle to turn ON Single Sign On (SSO).
  • Enter the details as shown:
  • freshdesk sso configuration
    SAML Login URLEnter SAML Login URL that you got from Step 1.
    Logout URLEnter SAML Logout URL that you got from Step 1.
    Security Certificate FingerprintCopy the Thumbprint of the downloaded certificate.
  • Open the certificate that was downloaded earlier.
  • Go to Details.
  • In the Field column, select Thumbprint.
  • Copy the Thumbprint that opens in the pane by pressing CTRL+C (Right-Click won't work!).
  • Paste the Thumbprint in the Certificate Fingerprint.
  • Click the Save to save the Single Sign On (SSO) SAML settings.

Step 4: Login to your Freshdesk account with miniOrange IdP by either of the two steps:

    Using SP Initiated Login

    1. Go to your Freshdesk URL, enter your credentials then click on Login. Now you will be redirected to miniOrange IdP Sign On Page.
    2. Freshdesk Single Sign On (sso) login

    3. Enter your miniOrange login credential and click on Login. You will be automatically logged in to your Freshdesk account.

    Using IDP Initiated Login

    1. Login to miniOrange IdP using admin credentials and select the User Dashboard from the right side menu.
    2. Freshdesk Single Sign On (sso) user dashboard

    3. Click on Freshdesk application which you added, to verify your sso configuration.
    4. Freshdesk Single Sign On (sso) verify configuration

Step 5: Adaptive Authentication with Freshdesk

5.1: Restricting access to Freshdesk with IP Blocking

    You can use adaptive authentication with Freshdesk Single Sign On (sso) to improve the security and functionality of Single sign-on. You can allow a IP Address in certain range for SSO or you can deny it based your requirements and you can also challenge the user to verify his authenticity. Adaptive authentication manages the user authentication bases on different factors such as Device ID, Location, Time of Access, IP Address and many more.

    You can configure Adaptive Authentication with IP Blocking in following way

  • Login to Self Service Console >> Adaptive Authentication.
  • Add a Policy Name for your Adaptive Authentication Policy.
  • Freshdesk Single Sign On (sso) adaptive authnetication policy

  • Select your Action for Behavior Change and Challenge Type for user.
  • Freshdesk Single Sign On (sso) adaptive authentication behavior change


    Action for Behavior Change Options :


    Attribute Description
    Allow Allow user to authenticate and use services if Adaptive authentication condition is true.
    Challenge Challenege users with one of the three methods mentioned below for verifying user authenticity.
    Deny Deny user authentications and access to services if Adaptive authentication condition is true.

    Challenge Type Options :

    Attribute Description
    User second Factor The User needs to authenticate using the second factor he has opted or assigned for such as
  • OTP over SMS
  • PUSH Notofication
  • OTP over Email
  • And 12 more methods.
  • KBA (Knowledge-based authentication) The System will ask user for 2 of 3 questions he has configured in his Self Service Console. Only after right answer to both questions user is allowed to proceed further.
    OTP over Alternate Email User will recieve a OTP on the alternate email he has configured threw Self Service Conolse. Once user provides the correct OTP he is allowed to proceed further.

  • Now Disbale Allow all IP'S option from the IP Blocking Configuration section to configure custom IP range.
  • Freshdesk Single Sign On (sso) adaptive authentication ip blocking

  • Select the Action you want to perform if the IP address is out of the range. i.e Allow, Challenge & Deny.
  • Specify the IP Address range for which you want above setting to reflect. You can add more than one IP Address ranges by clicking on following button +.
  • Scroll to the end and click on save.

  • Add Adaptive Authentication policy to Freshdesk
  • Login to Self Service Console >> Policies.
  • Click on Edit option for predefined SAML app policy.
  • Freshdesk Single Sign On (sso) edit ip restriction policy

  • Enable Enable Adaptive Authentication option on Policy page and select Device-Id as the Method.
  • From the Select Login Policy dropdown select the policy we created in last step and click on save.
  • Freshdesk Single Sign On (sso) save ip restriction policy

  • In above mentioned way you can set Adaptive Authentication for Freshdesk

5.2: Adaptive Authentication with Limiting number of devices.

    Using Adaptive Authentication you can also restrict the number of devices the end user can access the Services on. You can allow end users to access services on a fixed no. of devices. The end users wii be able to access services provided by us on this fixed no. of devices.

    You can cofigure Adaptive Authentication with Device Restriction in follwing way

  • Login to Self Service Console >> Adaptive Authentication.
  • Add a Policy Name for your Adaptive Authentication Policy.
  • Select your Action for Behavior Change and Challenge Type for user.
  • Freshdesk Single Sign On (sso) adaptive authentication behavior and challenge type



  • Scroll down to Device Configuration section and enable Allow User to Register Device option to allow users to register their devices.
  • Enter the Number of Devices which are allowed to register in field next to Number of Device Registrations Allowed
  • Freshdesk Single Sign On (sso) adaptive authentication enable device restriction

  • Choose Action if number of devices exceeded (This will override your setting for Action for Behaviour Change.)
    1. Challenge: The user needs to verify himself using any of the three methods mentioned in table in step 5.1
    2. Deny : Deny users access to the system
  • Enable option Send email alerts to Users if number of Device registrations exceeded allowed count if you want to alert the user about no of devices exceeding the limit. Save the configuration.
  • Freshdesk Single Sign On (sso) adaptive authentication device restriction


    Add Adaptive Authentication policy to Freshdesk
  • Login to Self Service Console >> Policies.
  • Click on Edit option for predefined SAML app policy.
  • Freshdesk Single Sign On (sso) edit device restriction policy

  • Enable Adaptive Authentication on Policy page and select Device-Id as the Method.
  • From Select Login Policy dropdown select the policy we created in last step and click on save.
  • Freshdesk Single Sign On (sso) save device restriction policy

    How to add a trusted Device
    1. When End-user log in to the self service console after the policy for device restriction is on, he is provided the option to add the current device as a trusted device.

More Secure authentication with Two-Factor Authentication

The most practical way to strengthen authentication is to require a second factor after the username/password stage. Since a password is something that a user knows, ensuring that the user also has something or using biometrics thwarts attackers that steal or gain access to passwords.

Traditional two-factor authentication solutions use hardware tokens (or "fobs") that users carry on their keychains. These tokens generate one-time passwords for the second stage of the login process. However, hardware tokens can cost up to $40 each. It takes time and effort to distribute them, tracks who has which one, and replace them when they break. They're easy to lose, hard to use, and users consistently report high levels of frustration with token-based systems.


Your choice of the second factor

miniOrange authentication service has 15+ authentication methods.

You can choose from any of the above authentication methods to augment your password based authentication. miniOrange authentication service works with all phone types, from landlines to smart-phone platforms. In the simplest case, users just answer a phone call and press a button to authenticate. miniOrange authentication service works internationally and has customers authenticating from many countries around the world.


For Further Details Refer:

Single Sign On (SSO) For Freshdesk Using SAML
Freshdesk Single Sign On (SSO)

We offer Security Solutions of Single Sign-On, Two Factor Authentication, Fraud Prevention and much more.

Please call us at +1978 658 9387 (US), +91 77966 99612 (India) or email us at info@xecurify.com

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