KB / Solutions access authorization for users

[Niclas]

Dear Sir or Madam,

I would like to enable our customers to access the knowledge base/solutions without having to log in manually. Therefore I would like to integrate the platform into another application as a new “Embedded Help System”. The KB / solutions should not be publicly accessible, so we need some kind of secure access. How about an access token or something else?
What ideas do you have and what solution would you recommend?

Many thanks

[Thakur_Ganeshsingh (Thakur Ganeshsingh Thakur)]

Hi @Niclas ,

Apologies for the delayed response. Somehow this fell through the cracks.

Here are the details for the same

You can set up an SSO for contacts and include the selected user in their IDp’s directory. You could use the same SSO in their platform, and when they login into the platform the session would get carried over to Freshdesk, Freshworks.

In Freshdesk, you can set up the portal setting as a knowledge base to be visible only to logged-in users so that users who have signed up through the SSO can have access to Freshdesk.

Please refer to the How to configure SSO doc for more details

Regards,
Thakur

[Niclas]

Hi Thakur,

thank you for your email.

I was wondering how we can automate the login process.

We have the following scenario:

Our customers log in to their/our on premise software. In the software we would like to provide the Freshdesk knowledge base in an embedded web dialog, and we want the user to be automatically logged in to the knowledge base.

The usual call of the web URL needs a manual log in. How can we do that automatically, so that the user (logged in to the software already) can immediately have access to the solutions?

[Thakur_Ganeshsingh (Thakur Ganeshsingh Thakur)]

Hi @Niclas ,

I understand the use case here. You would need to have an SSO integration with the on-premise system to that of the Freshdesk KB system in order to do this. When implemented using one of the options below, users logged in on on-premise systems will be auto logged in and authenticated with Freshworks systems.

There are various ways this can be achieved. Choose the one as per applicability for your use case

1. SSO with SAML 2.0 with IDP
2. SSO with Custom JWT
3. SSO with SAML 2.0 with Okta integration
4. SSO with OAuth 2.0

and a few other solutions

Regards,
Thakur