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SafeNet Trusted Access for Freshdesk

Overview

Configuring SafeNet Trusted Access for Freshdesk is a three-step process:

1.Freshdesk setup

2.SafeNet Trusted Access setup

3.Verify Authentication

Freshdesk Setup

As a prerequisite, obtain the certificate fingerprint from the Identity Provider certificate. To obtain the certificate fingerprint, download the Identity Provider certificate from the SafeNet Trusted Access console by clicking on the Download X.509 certificate button and then perform the following steps:

1.Convert the default format of the Identity Provider certificate to the .cer format.

2.Open the certificate, on the Details tab, copy the certificate fingerprint from the Thumbprint field.

You will need this certificate fingerprint in one of the steps below.

Perform the following steps to configure SafeNet Trusted Access as your Identity Provider in Freshdesk:

1.Log in to the Freshdesk console as an administrator using the https://<Helpdesk Name>.freshdesk.com/login/normal URL, where <Helpdesk Name> is the name of your Freshdesk organization (for example, DemoOrg).

2.On the Freshdesk management console, click on the Admin tab.

3.On the Admin tab, under General Settings, click Security.

4.Under Security, turn ON the Single Sign On (SSO) setting and then under SAML SSO, complete the following fields:

Field Value to be Set
SAML Login URL Enter the single signon service URL provided on the SafeNet Trusted Access console. On the SafeNet Trusted Access console, you can copy this URL by clicking on the Copy to Clipboard icon available next to the SINGLESIGNONSERVICE field.
Security Certificate Fingerprint Enter the certificate fingerprint of SafeNet Trusted Access (for example, 09 e8 6a 67 c5 e7 8e b0 f8 60 68 97 e4 da 8f b3 cb ef df 21) that you obtained from the Identity Provider certificate.

 

5.Click Save to save the Single Sign On (SSO) configuration for Freshdesk administrator and agents.

SafeNet Trusted Access Setup

After completing the first step of configuring SafeNet Trusted Access in Freshdesk, the second step is to activate the Freshdesk application in SafeNet Trusted Access by performing the following steps:

1.In the Applications pane, you will notice that the Freshdesk application that you added previously is currently in inactive state by default. To configure and activate this application, click the application (for example, Freshdesk) and proceed to the next step.

2.Under STA Setup, complete the following fields:

Field Value to be Set
HELPDESK NAME Enter the name of your organization that is registered with Freshdesk (for example, DemoOrg).
NAME ID Ensure that Email address is selected as required by Freshdesk.
 
 

3.Click Save Configuration to save the details and activate the Freshdesk application in SafeNet Trusted Access.

Verify Authentication

Using STA Console

Navigate to the Freshdesk support login URL. You will be redirected to the SafeNet Trusted Access sign-in page. Enter your primary directory login information, approve the two-factor authentication, and you should be redirected to the Freshdesk support portal after authentication.

Using STA User Portal

Navigate to the User Portal URL to log in to the STA User Portal dashboard. On the dashboard, you will see a list of applications to which you have access. Click on the Freshdesk application icon, you should be redirected to the Freshdesk support portal after authentication.

 

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