Tutorial: Integrate Freshservice with Azure Active Directory

In this tutorial, you'll learn how to integrate Freshservice with Azure Active Directory (Azure AD). When you integrate Freshservice with Azure AD, you can:

  • Control in Azure AD who has access to Freshservice.
  • Enable your users to be automatically signed-in to Freshservice with their Azure AD accounts.
  • Manage your accounts in one central location - the Azure portal.

To learn more about SaaS app integration with Azure AD, see What is application access and single sign-on with Azure Active Directory.

Prerequisites

To get started, you need the following items:

  • An Azure AD subscription. If you don't have a subscription, you can get one-month free trial here.
  • Freshservice single sign-on (SSO) enabled subscription.

Scenario description

In this tutorial, you configure and test Azure AD SSO in a test environment. Freshservice supports SP initiated SSO

To configure the integration of Freshservice into Azure AD, you need to add Freshservice from the gallery to your list of managed SaaS apps.

  1. Sign in to the Azure portal using either a work or school account, or a personal Microsoft account.
  2. On the left navigation pane, select the Azure Active Directory service.
  3. Navigate to Enterprise Applications and then select All Applications.
  4. To add new application, select New application.
  5. In the Add from the gallery section, type Freshservice in the search box.
  6. Select Freshservice from results panel and then add the app. Wait a few seconds while the app is added to your tenant.

Configure and test Azure AD single sign-on

Configure and test Azure AD SSO with Freshservice using a test user called Britta Simon. For SSO to work, you need to establish a link relationship between an Azure AD user and the related user in Freshservice.

To configure and test Azure AD SSO with Freshservice, complete the following building blocks:

  1. Configure Azure AD SSO - to enable your users to use this feature.
  2. Configure Freshservice SSO - to configure the Single Sign-On settings on application side.
  3. Create an Azure AD test user - to test Azure AD single sign-on with Britta Simon.
  4. Assign the Azure AD test user - to enable Britta Simon to use Azure AD single sign-on.
  5. Create Freshservice test user - to have a counterpart of Britta Simon in Freshservice that is linked to the Azure AD representation of user.
  6. Test SSO - to verify whether the configuration works.

Configure Azure AD SSO

Follow these steps to enable Azure AD SSO in the Azure portal.

  1. In the Azure portal, on the Freshservice application integration page, find the Manage section and select Single sign-on.

  2. On the Select a Single sign-on method page, select SAML.

  3. On the Set up Single Sign-On with SAML page, click the edit/pen icon for Basic SAML Configuration to edit the settings.

    Edit Basic SAML Configuration

  4. On the Basic SAML Configuration page, enter the values for the following fields:

    a. In the Sign on URL text box, type a URL using the following pattern: https://<democompany>.freshservice.com

    b. In the Identifier (Entity ID) text box, type a URL using the following pattern: https://<democompany>.freshservice.com

    Note

    These values are not real. Update these values with the actual Sign on URL and Identifier. Contact Freshservice Client support team to get these values. You can also refer to the patterns shown in the Basic SAML Configuration section in the Azure portal.

  5. In the SAML Signing Certificate section, click Edit button to open SAML Signing Certificate dialog.

    Edit SAML Signing Certificate

  6. In the SAML Signing Certificate section, copy the Thumbprint and save it on your computer.

    Copy Thumbprint value

  7. On the Set up Freshservice section, copy the appropriate URL(s) as per your requirement.

    Copy configuration URLs

    a. Login URL

    b. Azure AD Identifier

    c. Logout URL

Configure Freshservice SSO

  1. To automate the configuration within Freshservice, you need to install My Apps Secure Sign-in browser extension by clicking Install the extension.

    My apps extension

  2. After adding extension to the browser, click on Setup Freshservice will direct you to the Freshservice application. From there, provide the admin credentials to sign into Freshservice. The browser extension will automatically configure the application for you and automate steps 3-6.

    Setup configuration

  3. If you want to setup Freshservice manually, open a new web browser window and sign into your Freshservice company site as an administrator and perform the following steps:

  4. In the menu on the top, click Admin.

    Admin

  5. In the Customer Portal, click Security.

    Security

  6. In the Security section, perform the following steps:

    Single Sign On

    a. Switch Single Sign On.

    b. Select SAML SSO.

    c. In the SAML Login URL textbox, paste the value of Login URL, which you have copied from Azure portal.

    d. In the Logout URL textbox, paste the value of Logout URL, which you have copied from Azure portal.

    e. In Security Certificate Fingerprint textbox, paste the THUMBPRINT value of certificate, which you have copied from Azure portal.

    f. Click Save

Create an Azure AD test user

In this section, you'll create a test user in the Azure portal called Britta Simon.

  1. From the left pane in the Azure portal, select Azure Active Directory, select Users, and then select All users.
  2. Select New user at the top of the screen.
  3. In the User properties, follow these steps:
    1. In the Name field, enter Britta Simon.
    2. In the User name field, enter the username@companydomain.extension. For example, BrittaSimon@contoso.com.
    3. Select the Show password check box, and then write down the value that's displayed in the Password box.
    4. Click Create.

Assign the Azure AD test user

In this section, you'll enable Britta Simon to use Azure single sign-on by granting access to Freshservice.

  1. In the Azure portal, select Enterprise Applications, and then select All applications.

  2. In the applications list, select Freshservice.

  3. In the app's overview page, find the Manage section and select Users and groups.

    The "Users and groups" link

  4. Select Add user, then select Users and groups in the Add Assignment dialog.

    The Add User link

  5. In the Users and groups dialog, select Britta Simon from the Users list, then click the Select button at the bottom of the screen.

  6. If you're expecting any role value in the SAML assertion, in the Select Role dialog, select the appropriate role for the user from the list and then click the Select button at the bottom of the screen.

  7. In the Add Assignment dialog, click the Assign button.

Create Freshservice test user

To enable Azure AD users to sign in to FreshService, they must be provisioned into FreshService. In the case of FreshService, provisioning is a manual task.

To provision a user account, perform the following steps:

  1. Sign in to your FreshService company site as an administrator.

  2. In the menu on the top, click Admin.

    Admin

  3. In the User Management section, click Requesters.

    Requesters

  4. Click New Requester.

    New Requesters

  5. In the New Requester section, perform the following steps:

    New Requester

    a. Enter the First Name and Email attributes of a valid Azure Active Directory account you want to provision into the related textboxes.

    b. Click Save.

    Note

    The Azure Active Directory account holder gets an email including a link to confirm the account before it becomes active

Note

You can use any other FreshService user account creation tools or APIs provided by FreshService to provision AAD user accounts.

Test SSO

When you select the Freshservice tile in the Access Panel, you should be automatically signed in to the Freshservice for which you set up SSO. For more information about the Access Panel, see Introduction to the Access Panel.

Additional Resources