Tutorial: Azure Active Directory integration with FreshDesk
In this tutorial, you learn how to integrate FreshDesk with Azure Active Directory (Azure AD).
Integrating FreshDesk with Azure AD provides you with the following benefits:
- You can control in Azure AD who has access to FreshDesk
- You can enable your users to automatically get signed-on to FreshDesk (Single Sign-On) with their Azure AD accounts
- You can manage your accounts in one central location - the Azure portal
If you want to know more details about SaaS app integration with Azure AD, see What is application access and single sign-on with Azure Active Directory.
To configure Azure AD integration with FreshDesk, you need the following items:
- An Azure AD subscription
- A FreshDesk single-sign on enabled subscription
To test the steps in this tutorial, we do not recommend using a production environment.
To test the steps in this tutorial, you should follow these recommendations:
- You should not use your production environment, unless this is necessary.
- If you don't have an Azure AD trial environment, you can get a one-month trial here.
In this tutorial, you test Azure AD single sign-on in a test environment. The scenario outlined in this tutorial consists of two main building blocks:
- Adding FreshDesk from the gallery
- Configuring and testing Azure AD single sign-on
Adding FreshDesk from the gallery
To configure the integration of FreshDesk into Azure AD, you need to add FreshDesk from the gallery to your list of managed SaaS apps.
To add FreshDesk from the gallery, perform the following steps:
In the Azure portal, on the left navigation panel, click Azure Active Directory icon.
Navigate to Enterprise applications. Then go to All applications.
Click Add button on the top of the dialog.
In the search box, type FreshDesk. Select FreshDesk from the results panel, and then select the Add button to add the application.
Configuring and testing Azure AD single sign-on
In this section, you configure and test Azure AD single sign-on with FreshDesk based on a test user called "Britta Simon".
For single sign-on to work, Azure AD needs to know what the counterpart user in FreshDesk is to a user in Azure AD. In other words, a link relationship between an Azure AD user and the related user in FreshDesk needs to be established.
This link relationship is established by assigning the value of the User Name in Azure AD as the value of the email address in FreshDesk.
To configure and test Azure AD single sign-on with FreshDesk, you need to complete the following building blocks:
- Configuring Azure AD Single Sign-On - to enable your users to use this feature.
- Creating an Azure AD test user - to test Azure AD single sign-on with Britta Simon.
- Creating a FreshDesk test user - to have a counterpart of Britta Simon in FreshDesk that is linked to the Azure AD representation of her.
- Assigning the Azure AD test user - to enable Britta Simon to use Azure AD single sign-on.
- Testing Single Sign-On - to verify whether the configuration works.
Configuring Azure AD single sign-on
In this section, you enable Azure AD single sign-on in the Azure portal and configure single sign-on in your FreshDesk application.
To configure Azure AD single sign-on with FreshDesk, perform the following steps:
In the Azure portal, on the FreshDesk application integration page, click Single sign-on.
On the Single sign-on dialog, as Mode select SAML-based Sign-on to enable single sign on.
On the FreshDesk Domain and URLs section, perform the following steps:
a. In the Sign on URL textbox, type a URL using the following pattern:
https://<tenant-name>.freshdesk.comor any other value Freshdesk has suggested.
Please note that this is not the real value. You have to update the value with the actual Sign-on URL. Contact FreshDesk Client support team to get this value.
Your application expects the SAML assertions in a specific format, which requires you to add custom attribute mappings to your SAML token attributes configuration. The following screenshot shows an example for this. The default value of User Identifier is user.userprincipalname but FreshDesk expects this to be mapped with the user's email address. For that you can use user.mail attribute from the list or use the appropriate attribute value based on your organization configuration.
On the SAML Signing Certificate section, click Certificate (Base64) and then save the certificate file on your computer.
If you have any issues, please refer this link.
Click Save button.
Install OpenSSL in your system, if you have not installed in your system.
Open Command Prompt and run the following commands:
openssl x509 -inform DER -in FreshDesk.cer -out certificate.crtvalue in the command prompt.
Here FreshDesk.cer is the certificate which you have downloaded from the Azure portal.
openssl x509 -noout -fingerprint -sha256 -inform pem -in certificate.crtvalue in the command prompt.
Here certificate.crt is the output certificate which is generated in the previous step.
c. Copy the Thumbprint value and paste it into the Notepad. Remove colons from Thumbprint and obtain the final Thumbprint value.
On the FreshDesk Configuration section, click Configure FreshDesk to open Configure sign-on window. Copy the SAML Single Sign-On Service URL and Sign-Out URL from the Quick Reference section.
In a different web browser window, log into your Freshdesk company site as an administrator.
Select the Settings icon and in the Security section, perform the following steps:
a. For Single Sign On (SSO), select On.
b. Select SAML SSO.
c. In the SAML Login URL textbox, paste SAML Single Sign-On Service URL value, which you have copied from the Azure portal.
d. In the Logout URL textbox, paste Sign-Out URL value, which you have copied from the Azure portal.
e. In the Security Certificate Fingerprint textbox, paste Thumbprint value which you have obtained earlier after removing the colons.
f. Click Save.
Creating an Azure AD test user
The objective of this section is to create a test user in the Azure portal called Britta Simon.
To create a test user in Azure AD, perform the following steps:
In the Azure portal, on the left navigation pane, click Azure Active Directory icon.
Go to Users and groups and click All users to display the list of users.
At the top of the dialog click Add to open the User dialog.
On the User dialog page, perform the following steps:
a. In the Name textbox, type BrittaSimon.
b. In the User name textbox, type the email address of BrittaSimon.
c. Select Show Password and write down the value of the Password.
d. Click Create.
Creating a FreshDesk test user
In order to enable Azure AD users to log into FreshDesk, they must be provisioned into FreshDesk.
In the case of FreshDesk, provisioning is a manual task.
To provision a user accounts, perform the following steps:
Log in to your Freshdesk tenant.
In the menu on the top, click Admin.
In the General Settings tab, click Agents.
Click New Agent.
On the Agent Information dialog, perform the following steps:
a. In the Email textbox, type the Azure AD email address of the Azure AD account you want to provision.
b. In the Full Name textbox, type the name of the Azure AD account you want to provision.
c. In the Title textbox, type the title of the Azure AD account you want to provision.
d. Click Save.
The Azure AD account holder will get an email that includes a link to confirm the account before it is activated.
You can use any other Freshdesk user account creation tools or APIs provided by Freshdesk to provision AAD user accounts to FreshDesk.
Assigning the Azure AD test user
In this section, you enable Britta Simon to use Azure single sign-on by granting her access to Box.
To assign Britta Simon to FreshDesk, perform the following steps:
In the Azure portal, open the applications view, and then navigate to the directory view and go to Enterprise applications then click All applications.
In the applications list, select FreshDesk.
In the menu on the left, click Users and groups.
Click Add button. Then select Users and groups on Add Assignment dialog.
On Users and groups dialog, select Britta Simon in the Users list.
Click Select button on Users and groups dialog.
Click Assign button on Add Assignment dialog.
Testing single sign-on
In this section, you test your Azure AD single sign-on configuration using the Access Panel.
When you click the FreshDesk tile in the Access Panel, you should get login page to get signed-on to your FreshDesk application.