Configuring SAML SSO for Freshservice

These steps will guide you through setting up the single sign-on (SSO) functionality between ADSelfService Plus and Freshservice.

Prerequisite

1. Log in to ADSelfService Plus as an administrator.
2. Navigate to Configuration > Self-Service > Password Sync/Single Sign On > Add Application, and select Freshservice from the applications displayed.
Note: You can also find the Freshservice application from the search bar located in the left pane or the alphabet-wise navigation options in the right pane.
3. Click IdP details at the top-right corner of the screen.
4. In the pop-up that appears, copy the Entity ID, Login URL, Logout URL, and download the certificate by clicking Download Certificate.

Freshservice (service provider) configuration steps

1. Log in to Freshworks with administrator credentials.
2. Navigate to Security.

3. Toggle the status of Single Sign-on to enabled.
4. Select SAML SSO as the Login Method.
5. Paste the URLs copied in Step 4 of the Prerequisites in the Entity ID, SAML SSO URL, and Logout URL fields respectively.
6. Choose the Signing options as per your requirements.
7. Open the certificate downloaded in Step 4 of the Prerequisites in the editor, then paste the Certificate content in the Security Certificate field.

8. Click Save.

ADSelfService Plus (Identity Provider) configuration steps

1. Now, switch to ADSelfService Plus’ Freshservice configuration page.
2. Enter the Application Name and Description.

3. Enter the Domain Name of your Freshservice account. For example, if you use johndoe@thinktodaytech.com to log in to Freshservice, then thinktodaytech.com is the domain name.
4. In the Assign Policies field, select the policies for which SSO need to be enabled.
Note: ADSelfService Plus allows you to create OU and group-based policies for your AD domains. To create a policy, go to Configuration > Self-Service > Policy Configuration > Add New Policy.
5. Under the SSO tab, select Enable Single Sign-On.
6. Choose SAML from the Select Method drop-down.
7. Enter the SP Identifier of your Freshservice account in the SP Identifier field. The initial section of your Freshservice URL after logging in with your Freshservice admin credentials is the SP Identifier.

Example: https://<sp_identifier>.freshservice.com

8. Enter the Assertion Consumer Service URL provided by your application service provider in the Assertion Consumer Service URL field. If required, click the + button next to the text field to add multiple Assertion Consumer URLs. These values can be found in the application's SSO configuration page or metadata. Please reach out to your application's support team if you are having trouble locating the Assertion Consumer Service URL in your application's user interface or metadata.
9. In the Name ID Format field, choose the format for the user login attribute value specific to the application.
Note: Use Unspecified as the default option if you are unsure about the format of the login attribute value used by the application.
10. Click Add Application.

Your users should now be able to sign in to Freshservice through ADSelfService Plus.