Freshdesk cloud application

1. Sign in to your Google Admin console.

   Sign in using an account with super administrator privileges (does not end in @gmail.com).

2. In the Admin console, go to Menu  AppsWeb and mobile apps.
3. Click Add appSearch for apps.
4. Enter Freshdesk in the search field.
5. In the search results, hover over the Freshdesk SAML app and click Select.
6. On the Google Identity Provider details page, copy and save the SSO URL and the SHA-256 fingerprint.
7. Click Continue.
8. On the Service provider details page, edit the ACS URL, Entity ID, and Start URL, replacing {your‑account-name} with your Freshdesk subdomain.
9. Click Continue.
10. On the Attribute Mapping page, click the Select field menu and map the following Google directory attributes to their corresponding Freshdesk attributes:
     

    Google Directory attribute	Freshdesk attribute
    Basic Information > Primary Email	Email

11. (Optional) To enter group names that are relevant for this app:

    1. For Group membership (optional), click Search for a group, enter one or more letters of the group name, and select the group name.
    2. Add additional groups as needed (maximum of 75 groups).
    3. For App attribute, enter the corresponding groups attribute name of the service provider.

    Regardless of how many group names you enter, the SAML response includes only groups that a user is a member of (directly or indirectly). For more information, go to About group membership mapping.

12. Click Finish.

1. In a new browser tab, log into your Freshdesk application as an administrator.
2. Under the Admin tab, go to Security.
3. Click on the SSO toggle to enable it.
4. Click the SAML SSO radio button.
5. In the SAML Login URL field, paste the SSO URL you copied from Google in Step 1 above.
6. Filling in the Logout URL field is optional. You can leave it empty. 
7. Enter the SHA-256 fingerprint you copied from Google in Step 1 above.
8. Click Save.

1. Sign in to your Google Admin console.

   Sign in using an account with super administrator privileges (does not end in @gmail.com).

2. In the Admin console, go to Menu  AppsWeb and mobile apps.
3. Select Freshdesk.
4. Click User access.

5. To turn a service on or off for everyone in your organization, click On for everyone or Off for everyone, and then click Save.

6. (Optional) To turn a service on or off for an organizational unit:

   1. At the left, select the organizational unit.
   2. To change the Service status, select On or Off.
   3. Choose one:
      • If the Service status is set to Inherited and you want to keep the updated setting, even if the parent setting changes, click Override.
      • If the Service status is set to Overridden, either click Inherit to revert to the same setting as its parent, or click Save to keep the new setting, even if the parent setting changes.
        Note: Learn more about organizational structure.
7. (Optional) To turn on a service for a set of users across or within organizational units, select an access group. For details, go to Use groups to customize service access.
8. Ensure that your Freshdesk user account email IDs match those in your Google domain.

Freshdesk supports both Identity Provider (IdP) initiated and Service Provider (SP) initiated SSO. Follow these steps to verify SSO in either mode:

IdP-initiated

1. Sign in to your Google Admin console.

   Sign in using an account with super administrator privileges (does not end in @gmail.com).

2. In the Admin console, go to Menu  AppsWeb and mobile apps.
3. Select Freshdesk.
4. At the top left, click Test SAML login. 

   Freshdesk should open in a separate tab. If it doesn’t, use the information in the resulting SAML error messages to update your IdP and SP settings as needed, then retest SAML login.

SP-initiated

1. Close all browser windows.
2. Open https://freshdesk.com and attempt to sign in. You should be automatically redirected to the Google sign in page.
3. Enter your sign in credentials.
4. After your sign in credentials are authenticated, you are automatically redirected back to Freshdesk.