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

# Freshworks

Freshworks. Inc. is a cloud-based software-as-a-service company that provides cloud-based tools for customer relationship managing, IT service management, and e-commerce marketing. See <https://support.freshworks.com/support/solutions/articles/237923>. You can protect access to Freshworks by integrating Freshworks with Identity as a Service. Once integrated, users can use single sign-on to log in to their Freshworks account through Identity as a Service.

note

This integration was tested using Identity as a Service version 5.36 and Freshworks Platform 3.0. Other versions of Freshworks may require integration and configuration steps that differ from those documented in this procedure. For other versions of Freshworks, use this procedure as a starting point for integrating Freshworks . 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 Freshworks administrator account. In the other window, log in to your IDaaS administrator account.

## Step 1: Copy the Redirect URL from Freshworks

1. Log in to Freshworks.
2. Click **Admin**. The **Admin** page appears.
3. In the **Search** bar, type security.
4. Click **Security**. The **Security settings** page appears.
5. Under **Login Settings >** **Freshworks SSO**, click **Edit configuration**.
6. Next to **Default Login Method** page, click **SSO Login**. The **Accounts and Portals** page appears.
7. Scroll to **Configured SSOs**.
8. Click **Add another SSO**. The **Configure SSO** dialog box appears.
9. Under **IdP of your choice** click **SAML**. The **Set up SSO with SAML** dialog box appears.
10. Click **Download Metadata**.
11. Leave this page open. You return to it later in this procedure.

## Step 2: Add Freshworks 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 **Freshworks**. The **Add Freshworks** page appears.
5. Enter an **Application Name**.
6. Enter an **Application Description**.
7. Optional. Add a custom application logo.
   1. Click Circle Plus icon next to **Application Logo**. The **Upload Logo** dialog box appears.
   2. Click Arrow Up From Line 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. **Click** **Upload Metadata XML** and browse to upload the metadata file you downloaded in _Step 1: Download the metadata file from Freshworks._
11. Enter the **SAML Session Timeout** to the time when the SAML Assertion times out. The maximum is 720 minutes.
12. 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.
13. From the **SAML NameID Attribute** drop-down list, select **Email**.
14. From the **SAML NameID Encoding Format** drop-down list, select **Email**.
15. From the **SAML Signing Algorithm drop-down list**, select **SHA256**.
16. From the **SAML Signing Certificate** from the drop-down list, select the SAML Signing Certificate.
17. 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.
18. 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.
19. Add two **SAML Attributes**, as follows:
    1. Add the first name attribute, as follows:
       1. Click **Add**. The **Add Attribute** dialog box appears.
       2. In the **Name** field, enter `http://schemas.xmlsoap.org/ws/2005/05/identity/claims/givenname`
       3. In the **Value** field, type <f and select First Name.
       4. Click **Add** to return to the **Add Application** page.
    2. Add the user Last Name attribute, as follows:
       1. Under **SAML Attributes**, click **Add**.
       2. In the **Name** field, enter `http://schemas.xmlsoap.org/ws/2005/05/identity/claims/surname`
       3. In the **Value** field, type <l and select Last Name.
       4. Click **Add** to return to **Add Application** page.
20. Leave the remaining settings at the default values.
21. Click **Submit**.

## Step 3: Add a resource rule

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

## Step 4: Copy the Entity ID and Single Sign-On URL from IDaaS

1. In IDaaS, click Menu icon **>** **Security > Applications**. The **Applications List** page appears.
2. Under **SAML Cloud Integrations**, click . The **SAML Signing Certificates** page appears.
3. Open a text editor, such as Notepad, and copy and paste the contents of the following into the text file:
   - Entity ID
   - Single Sign-On URL
4. Save the text file.

## Step 5: Copy the signing certificate from IDaaS

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 next to the certificate to copy it to the clipboard.
5. You can additionally download the certificate and save it for future use.
6. Open a text editor, such as Notepad, and paste the contents of the certificate into the text file.
7. Save the file.

## Step 6: Configure Freshworks for SSO with IDaaS

1. Return to the **Set up SSO with SAML** dialog box you left open in _Step 1: Download the metadata from Freshworks._
2. In the **Entity ID** field, enter the **Entity ID** you copied in _Step 4: Copy the Entity ID and Single Sign-ON URL from IDaaS._
3. In the **SAML SSO URL** field, enter the **Single Sign-On URL** you copied in _Step 4: Copy the Entity ID and Single Sign-ON URL from IDaaS_.
4. In the **Security certificate** field, paste the certificate you copied in _Step 5: Copy the SAML signing certificate from IDaaS_.
5. Click **Configure SSO**. You are returned to the **Security** page.
6. Click **SSO Login**. Toggle the **SSO Login** button to **On**.

## Step 7: Test the integration

### Testing Service Provider Login

1. Open a Web browser and enter the URL for your Freshworks account. You are redirected to **Identity as a Service**.
2. Enter your Freshworks **User ID** and click **Next**.
3. Respond to the second-factor authentication challenge. If you respond successfully, you are logged in to Freshworks.

### 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 **Freshworks**.
4. Respond to the second-factor authentication challenge. If you respond successfully, you are logged in to Freshworks.

Testing Identity as a Service redirect log in

Log in to your Identity as a Service account.

Go to your **My Profile** page if you are not already there.

Under **Applications**, click **Freshworks**.

Respond to the second-factor authentication challenge. If you respond successfully, you are logged in to Freshworks.