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You can use the plugin to enable your users to seamlessly and securely log in to Freshdesk. To do so, you first need to install the Freshdesk WordPress plugin. You can install the plugin from the plugins directory if your site runs on self-hosted WordPress. If you use WordPress.com, you need to be on the Business plan or above to install this plugin.

1. Installing the Freshdesk plugin on your WordPress account

  • Log into your WordPress account, and go to Plugins (1) on your toolbar. 
  • On the plugins page, click the Add New (2) button.

  • Search (3) for the Freshdesk official plugin
  • Click Install now (4) on the Freshdesk (official) plugin.
  • If you see an error while trying to install the plugin, please check if you have given write access to WordPress.

  • Once you've installed the plugins, click Installed plugins (1)Click Activate (2) next to the Freshdesk (official). 

  • After you've activated the plug-in, Freshdesk will be visible on the toolbar.

  • When you click Freshdesk, it will show you the following options:

  • Basic settings:
  • SSO integration

Note: The SSO integration allows you to authenticate your customers into your Freshdesk without having to login again. WordPress acts as the identity provider when you set up the SSO integration. This was earlier carried out through Freshworks Simple SSO — which we have since migrated to Freshworks SSO.

  • Select SSO Integration. You'll be able to see options to enable Freshworks SSO with OAuth2.0 by adding clients. Click on Add New Client.

  • Inside WordPress, you will be asked to fill in the Client Name and the Redirect URL

    • The Client Name value is for your reference. Make sure you enter a unique, identifiable name.
    • The Redirect URL is the URL for redirection after authenticating the user.

  • To get the Redirect URL, log in to your Freshdesk account, and click on the Freshworks Switcher (at the bottom left of your screen) Security. Alternatively, you can navigate to the Freshdesk Admin settings > Security > Configure Freshworks SSO.

  • This will lead you to the Security Settings. There are two tabs on this screen.

  • The Agents and Employees tab: To configure authentication for your agents and employees. 
    • Click on Default Login Methods button Toggle ON SSO Login > IdP of your choice > OAuth 2.0.

  • The Contactstab: To configure authentication for your customers and contacts.
    • Click on Custom Policy > Create New > Select your account > Next > Toggle ON SSO Login > IdP of your choice > OAuth 2.0.

  • This page will list out a set of fields, where you can also see the redirect URL. Copy-paste this into the Redirect URL field on the Freshdesk plugin in WordPress

  • This page will also list out fields that you need to fill in from the SSO Integration page in the Freshdesk plugin in WordPress.

  • You can find this information in the Client Information page while setting up the SSO integration in the Freshdesk plugin of WordPress.

Now, when your customer clicks Login in your support portal, they will be taken to your WordPress login page. Once they sign in with their WordPress credentials, or if they're already signed in to WordPress, they'll be logged in to your Freshdesk support portal directly. 

Useful links:

  • Learn more about how to configure SSO with OAuth 2.0 here.
  • Learn more about using Custom Policy and how it differs from the Default Policy here.

Apart from this, you can also use the plugin to embed the Freshdesk help widget on WordPress and convert WordPress comments to Freshdesk tickets.