Possible Scenarios

  • Skip the login page completely and show are you an agent. login here and are you a customer?login here links on the homepage as two buttons on top.
  • Redirect customers directly to the SSO login page skipping the Freshdesk login page.


Resolution Path


1.  Skip the login page completely and show are you an agent. login here and are you a customer?login here links on the homepage as two buttons on top.

  1. By default when a customer clicks on the login button from the Freshdesk URL, it will redirect them to the support/login page.
  2. customizationIf customers wish to hide the login page then it can be achieved using portal customisation. Please note that portal customization is available only from the Pro plan onwards.
  3. Please share the below code with the customer,


Where to use - Admin>Support Channels>Portals>Customize Portal>Layout & Pages>Portal layout>Header



CSS

Where to use - Admin>Support Channels>Portals>Customize Portal>Stylesheet

/* It is not possible to do this with CSS*/ /* Still, you need to include this code in the Stylesheets to make the buttons smaller so that they do not cause alignment issues in mobiles */ .homepage_user_login, .homepage_agent_login { font-size:12px !important; padding:5px 8px !important; } .homepage_user_login { margin:0 6px; } /* You can add more styles to the buttons, change colors here using the class names */


Notes & References:

1. It is necessary to add both JS and CSS codes for this use case else the font size will be too big and might cause alignment issues on smaller screens. 

2. This will make the Login page accessible only by entering the complete URL.

3. Also, you need to paste the JS code in Header, not in Login Page. 
. 


2. Redirect customers directly to the SSO login page skipping the Freshdesk login page.

log-inIn FW SSO, clicking on the log in button takes the users to the FD login page(support/login), and then they have to click agent/customer SSO links(are you an agent?login here or are you a customer?login here). Some end customers find it confusing as to where to click to log in using SSO, they were simply not used to seeing the login page in Freshdesk ever.

The admin can include the below code in the Admin>Portals>Customize Portal>Layout & Pages>Portal Pages>Login Page and send the users directly to the SSO auth page.

<script>window.location.replace("/customer/login");</script>
JavaScript

The above code only executes on the login page and it immediately redirects them to the customer/login link which redirects them to the SSO page which either gives them the SSO login page or directly logs them in.

There are certain impacts to be noted before performing the change:

1. This will make the login page impossible to access directly without blocking or removing this piece of code. It does not matter who lands on the page, it will redirect them to the customer SSO page.

2. Agents in the account will have to bookmark or manually enter the https://yourcompanyname.freshdesk.com/agent/login page every time they want to access Freshdesk.

Note:
If the customer is on a Growth plan and below, this is not achievable. Either the customer has to upgrade or have to continue with the existing setup.

If there's an issue with the above code, please reach out to support L2s or Floor coaches.