Custom SSO policies


Orgv2 has a built-in UI to set up a custom login policy (with customized login URL) with different login mechanisms available under it.


  • An Org can set up about 5 custom policies.
  • 1 custom policy apart from the default policy can be set up for agents per account.
  • 1 custom policy for contact per account can be configured.


To set up a custom SSO policy

Custom agent SSO:

If Org<>SSO sync feature is enabled, then there are 2 scenarios:

A. Freshdesk account without Freshdesk SSO:

  • The default Freshdesk landing page is support/home. 
  • Click on login → support/login
  • Support/login → On hovering the link 'Are you an agent Login here', the customized URL of Org custom policy will be there. 
  • On clicking here, it will take the Org custom policy login mechanism.
  • login/normal → It will not show any custom URL. This page will always redirect to the default Org login page

B. Freshdesk account with Freshdesk SSO:

  • Support/login → will redirect to Freshdesk SSO IDP. 
  • There is no way agents can log in to agent's custom policy. They can only use login/normal to log in through the Org default login page.
  • You have to disable Freshdesk SSO to use login through custom policy. But once Freshdesk SSO is disabled, it cannot be re-enabled.



Custom contact SSO:


A. Freshdesk account without Freshdesk SSO:

  • Support/login page → On hovering 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 :