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Freshdesk provides different options to control how agents, contacts, and customers log in and interact with your primary account and customer portals. You can enable default login methods or create custom policies based on your requirements. These options include Freshworks login managed by password policies, Google Login, and Single Sign-On (SSO) methods.


What are custom login policies?

In addition to default security policies, Freshdesk allows you to create custom login policies. These policies let you configure login methods for agents and customers across different customer portals, enabling greater flexibility and control. For example, if you manage multiple products with separate customer portals, you can assign unique custom SSO policies to each portal.


Example:

Let's say your organization includes multiple products, each with a dedicated customer portal. With Freshdesk’s custom policy feature, you can create different SSO policies for each portal to suit the specific needs of your customers and business requirements.


How to create custom policies for multiple portals?

  1. Log in using your Organization URL (for example, yourcompany.freshworks.com or yourcompany.myfreshworks.com).
    Alternatively, you can click on the Freshworks switcher icon at the bottom-left corner.
  2. Under your organization URL, click Security.
  3. Switch to the Contacts tab. You can see the list of existing custom policies.
  4. Click Create New. You can see the primary customer portal and all the other associated secondary portals.
  5. Select the portals for which you want to create the custom policy. You can select multiple portals and create a common custom policy.
    Note: You can create custom SSO policies and apply them to a single portal or multiple portals. However, a portal can have only one custom SSO policy associated with it. If a policy already exists for a portal, you cannot create a new one for the same portal.
  6. Click Next.
  7. Enable the SSO Login toggle button.
  8. Select the IDP you want to use. The options are:
  9. Once configured, the login method will be applied to the customer portals selected and whenever customers access the specific customer portal, they will see the respective login method.
Note: Use advanced portal customizations to customize the login form based on your company brand.