Here's how you can configure SAML Single Sign On[SSO] for Freshworks using an existing SAML-enabled Identity Provider[IDP] like OneLogin.


  1. Login to your Freshworks account using your Organization URL that will look something like this: yourcompany.myfreshworks.com. Simultaneously, login to your OneLogin Admin Dashboard.
  2. [In the OneLogin portal] Click on Applications -> Add App -> Search for Freshworks.  
  3. [In the OneLogin portal] Choose Freshworks SAML 2.0 app and click on the 'Save' button.

  4. We have provided helpful configuration guides within the Freshworks UI. Under the "Security" tab, depending on whether you want to configure an Agent SSO or a Contact SSO, you can select either tab respectively, and enable SSO Login in order to choose OneLogin using SAML as the SSO you want to set up. You will be presented with the ACS URL and Entity ID. Copy the values from the Freshworks Security settings, and enter the values in the relevant fields in the OneLogin portal under the 'Configurations' tab.


  5. [In the OneLogin portal] Once you configure Freshworks as a Service Provider [SP], you will be given values for the following entries in the Onlogin Dashboard under the 'SSO' tab.
    -Entity ID (or Metadata ID)
    -SAML SSO URL (or Login URL)

    -Security Certificate (or x.509 certificate)

  6. [In the OneLogin portal] Download the SHA-256 FingerPrint certificate AND paste it in the "X.509 Certificate" section inside the Freshworks Portal.
  7. [Freshworks portal] Copy and paste in relevant fields in the Freshworks dashboard and click on save. 
  8. Once these settings are configured, make sure to add the user's email address as a User inside OneLogin and map the user to the Freshworks SAML 2.0 Application that you have created.


*Agent SSO :
-This user's email address should also be added as an agent email address inside Freshdesk.
*Contact SSO : 
-This user's email need not be added as a contact inside Freshdesk. Upon first login, the user will automatically be created as a contact inside Freshdesk.



  • How to add a user and map the user to an Application in OneLogin ?

    a.Log in to your OneLogin Account Owner account.
    b.Click Administration on the toolbar to go to the Admin panel.
    c.Go to Users > Users and click the New User button to open the User Info page.
    d.On the User Info page, verify that the user is activated. Enter the user's name and email address, along with any other personal information you want to include.
    e.Click the Save User button. The User Info tab changes and the Authentication, Applications, and Activity tabs become available.
    f.Under the Applications tab, select the user, and map it to the application created for Freshworks SAML 2.0.

This should be the end of the SAML 2.0 configuration for Freshworks using OneLogin.