Deskpro cloud app

Using the SAML 2.0 standard, you can configure single sign-on (SSO) for a number of cloud apps. After you set up SSO, your users can use their Google Workspace credentials to sign in to an app using SSO.

Use SAML to set up SSO for Deskpro

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You must be signed in as a super administrator for this task.

Step 1: Set up Google as a SAML identity provider

1. Sign in with a super administrator account to the Google Admin console.

   If you aren’t using a super administrator account, you can’t complete these steps.

2. Go to Menu  Apps > Web and mobile apps.
3. Click Add appSearch for apps.
4. For Enter app name, enter Deskpro.
5. In the search results, point to Deskpro and click Select.
6. In the Google Identity Provider details window, for Option 2: Copy the SSO URL, entity ID, and certificate:
   1. Next to SSO URL, click Copy and save the URL.
   2. Next to Certificate, click Copy and save the certificate.
   3. Download the IdP metadata and host it on public storage.
      You need these details to complete the setup in Deskpro.
7. Click Continue.
8. On the Service provider details page, replace {your-domain} with your Deskpro domain.
9. Click Continue.
10. (Optional) To map Google directory attributes to the corresponding app attributes, in the Attribute Mapping window:

    1. Click Add Mapping.
    2. Click Select fieldselect a Google directory attribute.
    3. For App attributes, enter the corresponding app attribute.
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.

Step 2: Set up Deskpro as a SAML 2.0 service provider

1. Open an Incognito browser window, go to the Deskpro sign-in page, and sign in with your Deskpro administrator account.
2. Click Settings .
3. Go to AgentsAuth & SSOSAML Authentication.
4. Complete the following steps with the information that you copied in Step 1:
   1. For SSO URL, paste the SSO URL.
   2. For Metadata URL, paste the IdP metadata link.
   3. For x.509 Certificate, paste the certificate.
5. Click Install App.

Step 3: Turn on app for users

Before you begin: To turn a service on or off for certain users, put their accounts in an organizational unit (to control access by department) or add them to an access group (to allow access for users across or within departments).

1. Sign in with a super administrator account to the Google Admin console.

   If you aren’t using a super administrator account, you can’t complete these steps.

2. Go to Menu  Apps > Web and mobile apps.
3. Click Deskpro.
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 Deskpro user account email domains match the primary domain of your organization’s managed Google Account.

Step 4: Verify SSO is working

Deskpro supports only identity provider-initiated SSO. You can verify SSO by launching the app from the Admin console.

Verify identity provider-initiated SSO

1. Sign in with a super administrator account to the Google Admin console.

   If you aren’t using a super administrator account, you can’t complete these steps.

2. Go to Menu  Apps > Web and mobile apps.
3. Click Deskpro.
4. In the Deskpro section, click Test SAML Login.

   The app should open in a separate tab. If it doesn’t, troubleshoot the error message and try again. For details on troubleshooting, go to SAML app error messages.

Step 5: Set up user provisioning

As a super administrator, you can automatically provision users in the app. For details, go to Configure Deskpro user provisioning.

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