Help on Login & SSO

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.

There could be several reasons why you're unable to log in to your Freshdesk account. Here are some common issues and their solutions:

• Incorrect Credentials: Double-check that you're entering the correct email and password. Make sure there are no typos or extra spaces.
• Password Reset: If you've forgotten your password, use the "Forgot Password" link on the login page to reset it. If you're not receiving the password reset email for your Freshdesk account, here are some steps you can take to resolve the issue:
  • Check Spam/Junk Folder: Sometimes, password reset emails can be filtered into your spam or junk folder. Make sure to check these folders in your email account.
  • Verify Email Address: Ensure that you're entering the correct email address associated with your Freshdesk account. A typo can prevent the email from being sent to the correct address.
  • Resend the Email: Try requesting the password reset email again. Sometimes, there might be a delay, or the email might not have been sent properly the first time.
  • Whitelist Freshdesk Email Address: Add the Freshdesk email address (usually support@freshdesk.com or similar) to your email contacts or whitelist to ensure it doesn't get blocked by your email provider.
  • Check Email Filters: Ensure that you don't have any email filters set up that might be redirecting the password reset email to another folder or automatically deleting it.
• Account Locked: After multiple failed login attempts, your account might be temporarily locked. Wait for a while and try again or contact your admin.
• Browser Issues: Clear your browser cache and cookies, or try logging in from a different device/browser.
• Network Issues: Ensure you have a stable internet connection. Sometimes network issues can prevent successful login attempts.
• Account Deactivation: Check if your account has been deactivated or suspended. Contact your Freshdesk admin or support for assistance.
• Two-Factor Authentication: If two-factor authentication is enabled, ensure you're entering the correct verification code sent to your email or mobile device.

Contact customer support: If you've tried all of the above and still can't log in, please reach out to support@freshdesk.com with the following details,

• Account URL to which you're trying to log in, and 
• Error message screenshot/video grab highlighting what happens when you try to log in to your account

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.

• Type your URL in the address bar, hit enter and select Login. Then choose the option Are you an Agent? Login here and it will redirect you to the Freshworks page. 
• Select Forgot password option, enter your email address and a password reset link will be sent to your email. 
• Reset the password using the link and you can log in to the account.

Please reach out to support@freshdesk.com for further help and clarifications.

If your customers are facing login issues, here's how you can reset their password

https://www.youtube.com/watch?v=oJTcbYch5T8&list=PLsYJ3BsyR4qGFujlW0iDtOBOf4IPVsAqt&index=2

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.

Our Data Centres are located in the US, EEA, UAE, IND, and AU. To learn more about our Data hosting you, refer to https://www.freshworks.com/privacy/data-hosting/

You can choose your preferred data location when you sign up for your account.

If there are any specific regulatory requirements and performance considerations, and you are looking to migrate your data to a different data center region, contact support@freshdesk.com.

You will encounter the error ‘You’re not allowed to access this page,’ if you click on a link you don’t have access to or do not have the right to view. Let us consider the following scenarios.

Error displayed for agents

Error displayed for customers

Error displayed for agents

If you are an agent and receive this error message after you click on a ticket to view its details, you do not have permission to view the ticket. Please check if you have the correct ticket scope (Group level or Global access) under the Agents page.

Error displayed for customers

As a customer, when you click on the URL of a solution article displayed only to a specific company (Restricted Access) and you are not part of that company, then this error would appear. 

Please reach out to support@freshdesk.com if the error appears in scenarios other than those mentioned above.

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 support@freshdesk.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 support@freshdesk.com.

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 support@freshdesk.com.

This error occurs when there is a mismatch in the signature. 

To extract the SHA signature from Google,

1. In the Google Admin console, navigate to Security > Set up single sign on and click on the download Certificate.
2. Open the downloaded .pem extension file using notepad/sublime text editor.
   
   
3. Copy the certificate from the notepad/sublime text-editor and paste it in the X.509 certificate section in https://www.samltool.com/fingerprint.php
   
   
4. Make sure that you’ve selected SHA256 as the algorithm and click on calculate fingerprint.
   
   
5. Enter the key displayed in the formatted fingerprint text box in your Freshdesk account under Admin > Security > SAML >Security Certificate Fingerprint > Save.

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  support@freshdesk.com,  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.