Freshdesk SSO and Security
Two audiences, two different sign-in problems: your agents, and your customers.
Agent SSO
Freshdesk supports SAML-based single sign-on with the usual identity providers, so agents sign in with the credentials they already have and access is removed centrally when someone leaves.
That last part is the real security argument. Manual offboarding is where access lingers.
Customer authentication
Separately, you can let customers sign in to your support portal with their existing account on your product, rather than creating yet another password.
This matters more than it sounds. A customer who cannot log into the portal emails you instead, and if they later get in and submit a ticket as well, you have two tickets for one problem.
The settings worth auditing today
Frequently asked questions
Does Freshdesk support SAML SSO?+
Yes, with the common identity providers, on the plans that include it.
Should the customer portal require login?+
It depends on your product. Requiring registration cuts spam and loses some genuine contacts, who then email you instead.
Access friction becomes duplicate tickets
People who cannot get into the portal email instead, then submit anyway. Merging cleans it up.
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