Integrating Trusona and Freshdesk

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

1. What’s in this doc

1. Getting started

1.1. Step 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.

1.2. Step 2: Email Trusona

Send an email to support@trusona.com with the following information:

Subject: Freshdesk Integration

  • Required:
    • Company name
    • Email domain(s) associated with your Freshdesk users. (e.g. yourcompany.com)
    • Freshdesk Assertion Consumer Service URL
  • Optional
    • A vanity url you would like users to see when using Trusona to login to Freshdesk (e.g. https://freshdesk.yourcompany.com)

1.2.1. Sent back by Trusona

Trusona will send you the following via email:

  • Entity ID
  • SAML SSO URL
  • Security certificate

2. Configuring SAML SSO

2.1. Step 3: 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.

2.2. Step 4: 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.

2.3. 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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