Freshdesk sign-in methods

[5tu]

Hi all

 

We're currently on a trial of Freshdesk having migrated away from on-prem Spiceworks.

 

As we only want our staff and students to be able to sign into Freshdesk via SSO, I have disabled all other login methods. However, having done this the login form on the user portal login page is still showing (even though this is only used for the Freshdesk login method which is disabled).

 

To avoid confusion, I want to hide this form so that staff and students are just presented with a single link/button to sign-in via SSO. Currently I have achieved this by editing the Login page in the theme editor which works great...... but I've just realised this customisation is only available on the Pro subscription plan which is expensive.

 

Does anyone know of any other way to hide the form on the login page, or change the URL on the "Login" menu item in the user portal?

 

Thanks

[TechMonkey]

In Admin > General Settings section > Help Desk Security have you got "Redirect to SSO by default" on?

[5tu]

@TechMonkey I've searched but can't see that option. Not sure if my Admin menu is different as I'm on a trial and therefore currently have the "Enterprise" features. Can you share a screenshot pls?

 

Appreciate the help.

[howartp]

I've just had a look and I can't see this option either...

 

We're on the paid Growth plan.

[howartp]

Actually in Admin >Security, our SSO is showing inactive despite having it configured and we're logging in by it every day.

 

I need to contact Support next week to see what's going on.

 

Peter

[5tu]

For us, SSO in Admin > Security is showing as enabled.

[5tu]

@howartp if your end users (Freshdesk contacts) sign-in with SSO, how do you avoid them trying to sign in via the form on the Login page?

[TechMonkey]

This is the menu I was looking at.

[5tu]

This is the menu I was looking at.

 

That looks completely different to my admin menu!

[TechMonkey]

That looks completely different to my admin menu!

 

How rare. What does yours look like?

[F_admin]

Why do you need them to login? Couldn't they just email a helpdesk address which creates tickets for them? Thats how we have it setup here I believe.

Might save you the hassle of getting the SSO sorted for non-IT users.

[5tu]

How rare. What does yours look like?

 

 

 

This is what I see. Despite only using Freshdesk security settings are defined in Freshworks.

[5tu]

Why do you need them to login? Couldn't they just email a helpdesk address which creates tickets for them? Thats how we have it setup here I believe.

Might save you the hassle of getting the SSO sorted for non-IT users.

 

We do have email > tickets setup and working but staff are used to being able to sign into the portal to view and update open tickets.

 

For clarity, SSO is setup and configured. The confusion is the user portal login screen showing a login form above the SSO link. The form isn't required and I want to remove it to avoid user confusion about how to login, without having to pay the "pro" subscription.

[TechMonkey]

Ah, I think you are using Freshdesk Support Desk. Sorry, I am using Fresh Service. That would explain the differences.

[howartp]

@howartp if your end users (Freshdesk contacts) sign-in with SSO, how do you avoid them trying to sign in via the form on the Login page?

Staff don't sign in/update tickets, there's only agents actually sign in.