Freshservice cloud application

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Using Security Assertion Markup Language (SAML), your users can use their Google Cloud credentials to sign in to enterprise-cloud applications.

Set up SSO via SAML for Freshservice

Here's how to set up single sign-on (SSO) via SAML for Freshservice.

Step 1: Set up Google as a SAML identity provider (IdP)

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 Freshservice in the search field.
5. In the search results, hover over the Freshservice SAML app and click Select. 
6. On the Google Identity Provider details page:
   • Copy and save the SSO URL.
   • Download the Certificate. 
7. Click Continue.
8. On the Service provider details page, edit the ACS URL and the Entity ID, replacing the {subdomain} with your Freshservice subdomain.
9. Click Continue.
10. (Optional) On the Attribute Mapping page, map Google directory attributes to corresponding application attributes:

    1. Click Add Mapping.
    2. Click the Select field menu and select a Google directory attribute.
    3. Enter the corresponding application attribute under App attributes.
11. (Optional) If you want to send a user’s group membership information in the SAML response, enter the group names that are relevant for this app in the Group membership field.

    1. Under Google groups, click in the Search for a group entry field.
    2. Type one or more letters of the group name.
    3. Choose the group name from the list.
    4. Add additional groups as needed (total groups cannot exceed 75).
    5. Under App attribute, enter the service provider’s corresponding groups attribute name.

    Note: Regardless of how many group names you enter, the SAML response will only include groups that a user is a member of (directly or indirectly). For more information, see About group membership mapping.

12. On the Attribute mapping page, click Finish.

Step 2: Set up Freshservice as a SAML 2.0 service provider (SP)

1. Open a new incognito browser window and sign in to Freshservice as an administrator.

2. Go to Helpdesk > Security.

3. Enable Single Sign On.

4. Enter the following information:

   1. SAML Certificate:  Use the certificate you downloaded in Step 1 above.

   2. Identity Provider HTTP SAML URL: Use the SSO URL copies in Step 1 above.

5. Enter the following information:

   1. SAML Certificate:  Using one of the online tools, convert the X.509 Certificate (downloaded in Step 1 above) from Google in to a Certificate Fingerprint, and paste it in to Freshservice's Certificate field.
   2. SAML Login URL:  Use the SSO URL you copied in Step 1 above.
6. Click Save.

Step 3: Enable the Freshservice app

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 Freshservice.
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) Turn on the service for a group of users.
   Use access groups to turn on a service for specific users within or across your organizational units. Learn more

8. Ensure that your Freshservice user account email IDs match those in your Google domain.

Step 4: Verify that the SSO is working

Freshservice 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 Freshservice.
4. At the top left, click Test SAML login. 

   Freshservice 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. Navigate to your Freshservice instance. You should be automatically redirected to the Google sign in page.
2. Enter your sign in credentials.
3. After your sign in credentials are authenticated, you are automatically redirected to Freshservice.

 

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