> For AI agents: [llms.txt](https://docs.trustedauth.com/llms.txt) provides a Markdown index of this documentation.

# Freshservice

Freshservice is cloud-native IT service desk software developed by Freshworks. See <https://www.freshworks.com/>. You can protect access to Freshservice by integrating Freshservice with Identity as a Service. Once integrated, users can use single sign-on to log in to their Freshservice account through Identity as a Service.

note

This integration was tested using Identity as a Service version 5.31 and Freshservice Trial version July 2023. Other versions of Freshservice may require integration and configuration steps that differ from those documented in this procedure. For other versions of Freshservice, use this procedure as a starting point for integrating Freshservice. In the event of other issues, contact <support@entrust.com> for assistance.

To integrate Freshservice with Identity as a Service, you must do the following

Before you begin, open two browser windows. In one window, log in to your Freshservice administrator account. In the other window, log in to your IDaaS administrator account.

## Step 1: Copy the SAML configurations from Identity as a Service

### Copy the SAML Configuration from Identity as a Service

1. Log into your Identity as a Service administrator account.

2. Click Menu icon **>** **Security > Applications**. The **Applications** **Lists** page appears.

3. Under **SAML Cloud Integrations**, click **SAML Configuration**. The **SAML Configuration** dialog box appears.

   This dialog box contains information you need to configure your SAML application for Identity as a Service authentication.

4. Do one of the following:

   - Leave this dialog box open to reference later in this procedure.
   - Copy the Entity ID, Single Sign-on URL, and Single Logout URL to a text file and save it to reference later in this procedure.

note

Depending on the integration you are performing, you may not need all three of these SAML configuration values.

## Step 2: Copy the SAML signing certificate from Identity as a Service

### Copy a SAML signing certificate

1. Log in to your Identity as a Service administrator account.

2. Click Menu icon **>** **Security > Applications**. The **Applications List** page appears.

3. Under **SAML Cloud Integrations**, click **SAML Signing Certificates**. The **SAML Signing Certificates** page appears.

4. Click the copy icon next to the certificate to copy it to the clipboard.

   You can additionally download the certificate and save it for future use.

5. Open a text editor, such as Notepad, and paste the contents of the certificate into the text file.

6. Save the file.

note

Be sure to same the file with the .cer extension, for example, SAML_certifcate.cer.

## Step 3: Copy the Assertion Consumer Service URL and Service Provider EntityID from Freshservice

1. Log in to Freshservice. The **My Dashboard** page appears.
2. In the side panel click **...** (more) and select **Admin**. The **Account Settings** page appears.
3. Select **Service Desk Security**. The **Security** page appears.
4. Under **Default Policy Login**, click the edit icon. The **Default Login Method** page appears.
5. Click the **SSO Login** toggle button. The **Configure SSO** dialog box appears.
6. Click **SAML**. The **Set up SSO with SAML** page appears.
7. Open a text editor such as Notepad, and copy and save the following:
   - Assertion Consumer Service URL
   - Service Provider Entity ID
8. Leave this window open.

## Step 4: Add Freshservice to Identity as a Service

1. In Identity as a Service, click Menu icon **>** **Security > Applications**. The **Applications** **Lists** page appears.
2. Click **Add**. The **Select an Application Template** page appears.
3. Do one of the following:
   - Select **SAML Cloud Integrations** from the search drop-down list and scroll to find the application you want to add to IDaaS.
   - In the **Search bar**, enter a search option to filter for the application you want to add to IDaaS.
4. Click **Freshservice**. The **Add Freshservice** page appears.
5. Enter an **Application Name**.
6. Enter an **Application Description**.
7. Optional. Add a custom application logo.
   1. Click Plus icon next to **Application Logo**. The **Upload Logo** dialog box appears.
   2. Click Upload icon to select an image file to upload.
   3. Browse to select your file and click **Open**. The **Upload Logo** dialog box reappears showing your selected image.
   4. If required, resize your image.
   5. Click **OK**.
8. Select the **Authentication Flow** that appears to users during login.
9. Click **Next**. The **General** page appears.
10. In the **Default Assertion Consumer URL** field, enter the **Assertion Consumer Service URL** you copied in _Step 1: Copy the Assertion Consumer Service URL and Service Provider Entity ID from Freshservice_.
11. In the **Service Provider Entity ID** field, enter the **Entity ID** your copied in _Step 1: Copy the Assertion Consumer Service URL and Service Provider Entity ID from Freshservice_.
12. Leave the **Single Logout Service URL** empty.
13. Enter the **SAML Session Timeout** to the time when the SAML Assertion times out. The maximum is 720 minutes.
14. Enter the **Max Authentication Age (seconds)** to set the maximum amount of time that can elapse before a user is required to reauthenticate during a new login attempt. This applies for both SP-initiated and IDP-initiated login. Set this field to -1 to disable this feature.
15. From the **SAML NameID Attribute** drop-down list, select **Email**.
16. From the **SAML NameID Encoding Format** drop-down list, select **Email**.
17. From the **SAML Signing Certificate** from the drop-down list, select the SAML Signing Certificate.
18. Optional: Select **Respond Immediately for Unsuccessful Responses** to return to the application immediately after a login failure, rather than allow user to try again with a different userID.
19. Deselect **Enable Go Back Button** if you do not want users to be able to go back to the Freshservice login page to log in.
20. Select **Show Default Assertion Consumer URL Service in the My Profile**. When selected, the Default Assertion Consumer URL appears in a user's My Profile page in addition to relay states and Alternative Assertion Consumer URLs.
21. Optional. Add **Alternative Assertion Consumer Service URLs**, as follows:
    1. Click **Add**.
    2. Enter a **Name**.
    3. Enter a URL **Value**.
    4. Select **Show in My Profile** to display the Alternative Consumer Service URL in a user's My profile page.
    5. Optional. **Add an Application Logo**.
    6. Click **Add**.
    7. Repeat these steps to add more Alternative Assertion Consumer Service URLs.
22. Leave the remaining settings at the default values.
23. Click **Submit**.

## Step 5: Add a resource rule

See [Create resource rules](/docs/authentication-and-security/create-and-manage-resource-rules.md).

## Step 6: Configure Freshservice for Identity as a Service SSO

1. Return to the **Set up SSO with SAML** page that you left open in _Step 1: Copy the Assertion Consumer Service URL and Service provider Entity ID from Freshservice_.
2. Copy the IDaaS SAML **Entity ID** from _Step 1: Copy the SAML Configurations from Identity as a Service_ and paste it into the **Entity ID provided by IdP** field.
3. Copy the IDaaS SAML **Single Sign-on URL** from _Step 1: Copy the SAML Configurations from Identity as a Service_ and paste it into the **SAML SSO URL** field.
4. From the **Signing Options** drop-down list, select **Only Signed Response**.
5. In the **Security certificate** field, paste the **SAML Signing Certificate** that you copied in _Step 2: Copy the SAML signing certificate Identity as a Service._
6. Click **Configure SSO**. You return to the **Default Login Method** page.
7. Ensure that **SSO Login** is toggled to **On**.
8. Ensure that under **Configured SSOs** that **SSO with SAML** is enabled.
9. Log out of Freshservice.

## Step 7: Test the integration

### Testing Service Provider Login

1. Open a Web browser and enter the URL for your Freshservice account.
2. Click **Single Sign-on**. You are redirected to **Identity as a Service**.
3. Log in to IDaaS.
4. Respond to the second-factor authentication challenge. If you respond successfully, you are logged in to Freshservice.

### Testing Identity as a Service redirect log in

1. Log in to your Identity as a Service account.
2. Go to your **My Profile** page if you are not already there.
3. Under **Applications**, click **Freshservice**.
4. Respond to the second-factor authentication challenge. If you respond successfully, you are logged in to Freshservice.