Custom IDP - How to setup Contact SSO

Created by Fawzia Aleem, Modified on Tue, 18 Jun, 2024 at 3:43 PM by Fawzia Aleem

Custom contact SSO:
A. Freshdesk account without Freshdesk SSO:

Support/login page → On hovering over the link 'Are you a customer Login here', the customized URL of Org custom policy will be there. On clicking here it will take Org custom policy login mechanism.
login/normal → it is only for agents.

B. Freshdesk account with Freshdesk SSO:

Support/login → will redirect to Freshdesk SSO IDP.
You can check the behavior of contact custom policy by hitting
account_domain_url/customer/login in the browser. It will be redirected to the custom policy login URL, where you check the contact login functionality.
Once you have completely configured this, disable the Freshdesk SSO.

Once you have successfully set up SSO, the login page will look this :

Contact attributes :
The following default user attributes can be sent to Freshdesk from the identity provider when a user logs into the IDP via SSO:

Attribute	Format	Necessity	Description
First Name	givenname or FirstName or username	Optional	The first name of the user/contact
Last Name	surname or LastName	Optional	The last name of the user
Phone	phone	Optional	Work phone number of the user
Company	company or organization	Optional	Name of the Company of the user
Title	Title or job_title	Optional	Job title of the user
Unique external ID	unique_id	Optional	Unique external id of the user
Mobile phone	mobile	Optional	Mobile phone number of the user
Time zone	time_zone	Optional	Time zone of the user
Language	language	Optional	Language of the user
About	about, description	Optional	Description of the user

Custom Contact attributes :

We also support custom contact fields.

Custom field

custom_field_

Optional

For example: If there is a custom user field (contact field) configured as 'Office Location', then the SAML assertion needs to send the attribute as 'custom_field_office_location' to update the user information.

Note: All the above attributes will be assigned to the contact during login. Any attribute changes would be synced as well. Email is mandatory for a user during login.