The agents will be logging in through the Freshworks page. Each agent will have a Freshworks account and have a unique password. This can be used to log into all Freshworks accounts and acts as a single sign-on.
When an agent tries to log in from the below login form, he/she will be redirected to this Freshworks authentication page to validate their agent login which might lead to 2 logins as you mentioned.
So, in order to skip double login efforts, please make use of the "Are you an agent? Log in here" and it will redirect you to the Freshworks page where you can type your credentials and you will be able to login to the account.
