You can login to your Freshdesk account using the Login option at the top-right on your Freshdesk Portal, which will be available in the URL yourcompanyname.freshdesk.com.
This will take you to the login page where you can use your login credentials - email address and password, to access the helpdesk.
You can also login from https://freshdesk.com/login.
The Single Sign-On capability in Freshdesk lets the users arriving at your support portal login with their credentials saved on your database.
This saves them the time and effort involved in creating a separate account for your support portal. You can also set up an SSO mechanism to validate users trying to log into your portal for Freshdesk using a locally hosted script. These could be the users who already have an account in your web application or whose information you have stored in your internal application like ActiveDirectory.
Please reach out to email@example.com for further help and clarifications.
If your customers are facing login issues, here's how you can reset their password
Using Single Sign-On, your users could get automatically authenticated while logged in to your common Login option. For example, if you have a website or dashboard where your users log in and would like to use the same to access Freshdesk, you could make use of Single Sign-On.
You could configure Single Sign-On within Freshdesk by going through your Freshworks Org page. You can access the Org page by clicking on the Freshworks switcher icon on the bottom left corner and click on Security under your Freshworks Org URL and turning on "Single-Sign-On". You could then choose between Simple or SAML SSO to proceed with the configuration.
This error would be displayed when an incorrect Username - Password combination was entered during login.
If you have forgotten the password of your account, you can trigger a password reset email from the login page of your account and set up a new password for login.
Also, If you continue trying login using the incorrect credentials, you would receive an error saying "Due to consecutive failed logins, your account has been blocked". In such cases, please write to firstname.lastname@example.org and one of the agents from our team would get in contact with you to assist further with this instance.
If your customers are facing login issues, here's how you can reset their password
If you are added as an Occasional Agent in your account and if your account does not have sufficient day passes to log in, you will get this error.
You can contact your Account Administrators and they can help you in purchasing day passes for logging in. A new day pass can be added to your account from under Admin > Account >Day passes. You could also view the day pass Usage History from under the same page.
If the email address that was entered for login, is not an agent/contact in the account, then this error would be displayed. You could sign up for a new account, using the Sign Up option on the Portal, or ask to be added as an Agent from under Admin >Team > Agents in your account. Once this is done, you could log in to your Freshdesk Account.
If you continue to face issues with login, reach out to Freshdesk support through email@example.com to know the Agents on your Freshdesk account and we would assist you in getting over this instance.
If you click on a link to which you don’t have access to or do not have the rights to view, this error is displayed.
For example: If you click on a ticket URL, which you don’t have access to,(you could be part of the conversation by being in cc) then you get this message. - If you are a customer.
The same happens when an agent clicks on the ticket and it would say that either the ticket is deleted or the agent does not have permissions to view the ticket.
If you are getting this error as an Agent, please check if you have the correct Ticket Scope (Global access) to view the page.
If a customer has somehow gotten the URL of a solution article that has been displayed only to a specific company (Restricted Access) and the customer is not part of that company then this error would appear.
Please feel free in writing to firstname.lastname@example.org in cases where the error appears in scenarios that are not mentioned above.
This error is generally thrown when the IP from which you are looking to access this page is being restricted.
It will be shown if your account has the IP whitelisting feature enabled or if your IP has been blocked.
In case of the latter, please contact Freshdesk support with your Public IP address and we would assist you further regarding this instance.
While setting up an SSO, the users would have to login from a common login URL, to be authenticated using SSO. The Remote Login URL is that URL to which your users would be redirected when they hit the Login button on your portal after you have set up an SSO.
You would have to update this field with the common login URL, while setting up SSO for your Freshdesk Account.
You will be prompted with 'Invalid Time Stamp' error when the difference between the UTC timestamp generated by your server and ours is more than 30 seconds. Ensuring that your servers stay in sync with the NTP server (https://en.wikipedia.org/wiki/Network_Time_Protocol) will sort out this issue.
If you continue to face issues, kindly write to email@example.com and one of our agents will assist you further.
This error message denoting authentication failure would be because of an error in setting up the SSO. To analyse this, we would require the debug log. Please enter ?debug=1 at the end of the URL that is generated, to retrieve the debug log.
Also, please check the constructed URL after the login, to see if the Hash is generated or not.
If the issue persists, please send an email to firstname.lastname@example.org.
Please check if the agent who is logging in is using their email address which is part of the AD. Also, if they are a user on the AD, you would have to make sure if their user profile on the AD has permissions to use SSO. The email address from your AD is the parameter that Freshdesk checks while authenticating the login, to locate their profile on Freshdesk.
After every login with an SSO, Freshdesk will sync the name of the agents with the names in your SSO database. Hence, the names in Freshdesk would automatically be updated.
To fix this, please check how the names of the agents are configured on your SSO database.
Also, we support UTF-8 encoded special characters only; so if the name contains any unsupported special characters, we would change it to the English equivalent.
This would be because of an incorrect Remote Logout URL. If you have entered the login page of the portal as the Remote Logout URL, please have that modified and give this another try.
We use the UTC timestamp to generate the hash for validation. Before we were allowing the hash to be valid for 30 minutes, but now we have updated it to be valid for 30 seconds alone. Please check if your SSO server is in sync with the UTC time.
If your server is in sync, and you're still getting the session expired error, please drop an email to email@example.com.
This error occurs when there is a mismatch in the signature.
To extract the SHA signature from Google,
If this is happening for your vanity URL, then you have to set up an SSL certificate for your custom domain.
SSL options for custom domains are available from the Blossom Plan. Please write to us at firstname.lastname@example.org, and our support team will help you in obtaining the SSL certificate..
Once you receive the email, please follow the instructions to confirm your request for an SSL certificate.
Click here to read more on Configuring a custom SSL certificate for your support portal.
You can set up single sign-on for your WordPress users to easily log in to Freshdesk using the Freshdesk plugin for WordPress.
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.
Click here to read a step-by-step guide on authenticating WordPress users into your Freshdesk account in more detail.
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