Integrating Trusona and Freshdesk

This guide details the steps required to configure Trusona as a passwordless authentication solution for Freshdesk.

By Clayton Lengel-Zigich
Updated Dec 27, 2019

• 1. Getting started
  • 1.1. Obtain the Assertion Consumer Service URL
• 2. Set Up Configuration Details
  • 2.1. Log into Trusona
  • 2.2. Navigate to the generic integration option(s)
  • 2.3. Creating a new generic integration
  • 2.4. Customize & Upload Data
  • 2.5. Additional actions for integrations
• 3. Configuring SAML SSO
  • 3.1. Identity provider setup
  • 3.2. Testing the configuration
  • 3.3. Vanity URL setup

1. Getting started

1.1. Obtain the Assertion Consumer Service URL

1. Log into Freshdesk as an admin user
2. Navigate to the Admin section
3. Click “Security”
4. Click on the arrow icon next to the “Single Sign On (SSO)” option
5. Turn on the “Single sign-on” option by clicking the gray toggle. It will turn green.
6. Click on the Single sign-on tab
7. Copy the Assertion Consumer Service URL from Freshdesk. It will look something like https://<your domain>.freshworks.com/sp/SAML/1234567890/callback.

2. Set Up Configuration Details

2.1. Log into Trusona

Log into your Trusona account at trusona.dashboard.com

Log into the Trusona dashboard

2.2. Navigate to the generic integration option(s)

Locate the navigation bar on the left side of the main page, and click on the Generic SAML tab

Navigate to the correct tab

2.3. Creating a new generic integration

Click on the Create button to begin

Navigate to the correct tab

2.4. Customize & Upload Data

Be sure to fill in all the necessary information requested, and upload any files/documents needed. Failure to do so may prevent Trusona from creating the integration successfully

Fill out all the necessary information carefully

2.5. Additional actions for integrations

Once you have created your integration, you will be redirected back to the integration dashboard. From there, you should be able to see your new integration listed.

To the right of it, click on the Actions button. You will be presented with a number of different options you can select, depending on your requirements.

Click on the Actions button for further configuration details

3. Configuring SAML SSO

3.1. Identity provider setup

1. Log into Freshdesk as an admin user
2. Navigate to the Admin section
3. Click “Security”
4. Click on the arrow icon next to the “Single Sign On (SSO)” option
5. Click on the Single sign-on tab
6. Enter the Entity ID provided by Trusona in the “Entity ID provided by the IdP” field
7. Enter the SAML SSO URL provided by Trusona in the “SAML SSO URL” field
8. Enter the security certificate provided by Trusona in the “Security Certificate” field

SAML SSO is only available for Agents or above. Regular users will not see the option for SAML SSO when loggin in.

3.2. Testing the configuration

1. Open a private browsing window
2. Navigate to your Freshdesk instance
3. Click “Login”
4. Select “Login Here” for “Are you an Agent?”
5. Click “Sign in with SSO”

Complete the authentication in the Trusona App to access your Freshdesk instance.

3.3. Vanity URL setup

Add a new CNAME DNS record for your domain.

1. Set the “host” value to the URL you’d like users to see when logging in
2. Set the “Answer” value to ssl.trusona.net
3. Set the TTL to 300

Here’s an example of a CNAME answer when retrieved by dig tada.trusona.com.

tada.trusona.com. 3600 IN CNAME ssl.trusona.net.

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