Integrate 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, this integration guide may be used as an initial approach 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 ServiceStep 1: Copy the SAML configurations from Identity as a Service
Copy the SAML Configuration from Identity as a Service
Log into your Identity as a Service administrator account.
Click 
> Security > Applications. The Applications Lists page appears.
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.
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 ServiceStep 2: Copy the SAML signing certificate from Identity as a Service
Copy a SAML signing certificate
Log in to your Identity as a Service administrator account.
Click > Security > Applications. The Applications List page appears.
Under SAML Cloud Integrations, click SAML Signing Certificates. The SAML Signing Certificates page appears.
Click 
next to the certificate to copy it to the clipboard.
You can additionally download the certificate and save it for future use.
Open a text editor, such as Notepad, and paste the contents of the certificate into the text file.
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 FreshserviceStep 3: Copy the Assertion Consumer Service URL and Service Provider EntityID from Freshservice
Log in to Freshservice. The My Dashboard page appears.
In the side panel click ... (more) and select Admin. The Account Settings page appears.
Select Service Desk Security. The Security page appears.
Under Default Policy Login, click 
. The Default Login Method page appears.
Click the SSO Login toggle button. The Configure SSO dialog box appears.
Click SAML. The Set up SSO with SAML page appears.
Open a text editor such as Notepad, and copy and save the following:
Assertion Consumer Service URL
Service Provider Entity ID
Leave this window open.
Step 4: Add Freshservice to Identity as a ServiceStep 4: Add Freshservice to Identity as a Service
In Identity as a Service, click > Security > Applications. The Applications Lists page appears.
Click Add. The Select an Application Template page appears.
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.
- or -
In the Search bar, enter a search option to filter for the application you want to add to IDaaS.
Click Freshservice. The Add Freshservice page appears.
Enter an Application Name.
Enter an Application Description.
Optional. Add a custom application logo.
Click 
next to Application Logo. The Upload Logo dialog box appears.
Click 
to select an image file to upload.
Browse to select your file and click Open. The Upload Logo dialog box reappears showing your selected image.
If required, resize your image.
Click OK.
Select the Authentication Flow that appears to users during login.
Click Next. The General page appears.
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.
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.
Leave the Single Logout Service URL empty.
Enter the SAML Session Timeout to the time when the SAML Assertion times out. The maximum is 720 minutes.
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.
From the SAML NameID Attribute drop-down list, select Email.
From the SAML NameID Encoding Format drop-down list, select Email.
From the SAML Signing Certificate from the drop-down list, select the SAML Signing Certificate.
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.
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.
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.
Optional. Add Alternative Assertion Consumer Service URLs, as follows:
Click Add.
Enter a Name.
Enter a URL Value.
Select Show in My Profile to display the Alternative Consumer Service URL in a user's My profile page.
Optional. Add an Application Logo.
Click Add.
Repeat these steps to add more Alternative Assertion Consumer Service URLs.
Leave the remaining settings at the default values.
Click Submit.
Step 5: Add a resource ruleStep 5: Add a resource rule
Step 6: Configure Freshservice for Identity as a Service SSOStep 6: Configure Freshservice for Identity as a Service SSO
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.
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.
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.
From the Signing Options drop-down list, select Only Signed Response.
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.
Click Configure SSO. You return to the Default Login Method page.
Ensure that SSO Login is toggled to On.
Ensure that under Configured SSOs that SSO with SAML is enabled.
Log
out of Freshservice.
Step 7: Test the integrationStep 7: Test the integration
Testing Service Provider Login
Open a Web browser and enter the URL for your Freshservice account.
Click Single Sign-on. You are redirected to Identity as a Service.
Log in to IDaaS.
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
Log in to your Identity as a Service account.
Go to your My Profile page if you are not already there.
Under Applications, click Freshservice.
Respond to the second-factor authentication challenge. If you respond successfully, you are logged in to Freshservice.