Possible Errors:

  1. Freshworks SSO shows inactive under admin>>security despite configuring SSO.
  2. Are you a customer? Login here is not visible on the support/login page 
  3. Contact/company attributes passed via SSO login for contacts are not synced with Freshdesk.



Resolution Path(For 1st and 2nd)

  • Search for the account in Freshops and look for Enable/Disable FreshID SSO sync.
  • If it's disabled, please have it enabled. In case you don't have access to enable it, ping in the regional slack channels and one of the support leads can help in enabling it.
  • If it still shows inactive, request the Org admin of the account to try doing a dummy update to the SSO settings from the Org page(https://orgdomain.myfreshworks.com)
  • If it still doesn't work, raise an L2 ticket.


Resolution Path(3rd):

  • Generally, any contact/company attribute should get synced with the Freshdesk when the customer logs in via SSO for the first time.
  • If the same is not working, check in Freshops under the features tab if the feature - customer_sso_data_sync is enabled.
  • If it's not enabled, ping the regional Slack group to get it enabled.
  • If it's still not working, get the contact creation and update logs using the below steps,

                         1.Log into the respective Haystack based on the POD available in Freshops

                            2.Enter the search query - "contactid" AND "accountid"  AND "INSERT INTO". Now get the request                                  ID(the ID in a square bracket) and try searching the logs again.

                         3. Look for parameters in the logs below 

                        4. Request the contact to log in again and search for update logs, enter the search query - "contactid"                                 AND "accountid"  AND "PUT. 

                        5. Compare the parameters from creation and update parameters and if the additional parameters(for                                  example, language, time zone) are there in the update logs and not in creation, raise a L2 ticket.