Last updated: 2025-09-23
Single Sign-On(SSO)
Single Sign-On (SSO) is a system that lets users securely authenticate multiple cloud applications by logging in only once in a managed authentication system. This managed authentication system is also referred to as Identity Provider (IdP) and the cloud applications that rely on the data provided by Identity Provider are called as Service Providers (SP). Some of the Identity Providers are ADFS, OneLogin, Okta, Auth0, and G-Suite.
For more information on SSO in Freshdesk, click here
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.
You can configure a custom policy in Org even without this feature enabled in Freshdesk but those policies will not be synced to Freshdesk. In this scenario, we can enable the feature from the backend and you can change the custom policy name/URL to sync these policies to Freshdesk.
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:
B. Freshdesk account with Freshdesk SSO:
Custom contact SSO:
A. Freshdesk account without Freshdesk SSO:
B. Freshdesk account with Freshdesk SSO:
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 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\_<field\_name> | 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._
You can refer to this article for the various language codes and timezones allowed.