Tutorial: Azure Active Directory single sign-on (SSO) integration with Freshworks

In this tutorial, you'll learn how to integrate Freshworks with Azure Active Directory (Azure AD). When you integrate Freshworks with Azure AD, you can:

  • Control in Azure AD who has access to Freshworks.
  • Enable your users to be automatically signed-in to Freshworks with their Azure AD accounts.
  • Manage your accounts in one central location - the Azure portal.


To get started, you need the following items:

  • An Azure AD subscription. If you don't have a subscription, you can get a free account.
  • Freshworks single sign-on (SSO) enabled subscription.


This integration is also available to use from Azure AD US Government Cloud environment. You can find this application in the Azure AD US Government Cloud Application Gallery and configure it in the same way as you do from public cloud.

Scenario description

In this tutorial, you configure and test Azure AD SSO in a test environment.

  • Freshworks supports SP and IDP initiated SSO

To configure the integration of Freshworks into Azure AD, you need to add Freshworks from the gallery to your list of managed SaaS apps.

  1. Sign in to the Azure portal using either a work or school account, or a personal Microsoft account.
  2. On the left navigation pane, select the Azure Active Directory service.
  3. Navigate to Enterprise Applications and then select All Applications.
  4. To add new application, select New application.
  5. In the Add from the gallery section, type Freshworks in the search box.
  6. Select Freshworks from results panel and then add the app. Wait a few seconds while the app is added to your tenant.

Alternatively, you can also use the Enterprise App Configuration Wizard. In this wizard, you can add an application to your tenant, add users/groups to the app, assign roles, as well as walk through the SSO configuration as well. Learn more about Microsoft 365 wizards.

Configure and test Azure AD SSO for Freshworks

Configure and test Azure AD SSO with Freshworks using a test user called B.Simon. For SSO to work, you need to establish a link relationship between an Azure AD user and the related user in Freshworks.

To configure and test Azure AD SSO with Freshworks, perform the following steps:

  1. Configure Azure AD SSO - to enable your users to use this feature.
    1. Create an Azure AD test user - to test Azure AD single sign-on with B.Simon.
    2. Assign the Azure AD test user - to enable B.Simon to use Azure AD single sign-on.
  2. Configure Freshworks SSO - to configure the single sign-on settings on application side.
    1. Create Freshworks test user - to have a counterpart of B.Simon in Freshworks that is linked to the Azure AD representation of user.
  3. Test SSO - to verify whether the configuration works.

Configure Azure AD SSO

Follow these steps to enable Azure AD SSO in the Azure portal.

  1. In the Azure portal, on the Freshworks application integration page, find the Manage section and select single sign-on.

  2. On the Select a single sign-on method page, select SAML.

  3. On the Set up single sign-on with SAML page, click the pencil icon for Basic SAML Configuration to edit the settings.

    Edit Basic SAML Configuration

  4. On the Basic SAML Configuration section, if you wish to configure the application in IDP initiated mode, enter the values for the following fields:

    a. In the Identifier (Entity ID) text box, type a URL using the following pattern: https://<SUBDOMAIN>.freshworks.com/sp/SAML/<MODULE_ID>/metadata

    b. In the Reply URL text box, type a URL using the following pattern: https://<SUBDOMAIN>.freshworks.com/sp/SAML/CUSTOM_URL

  5. Click Set additional URLs and perform the following step if you wish to configure the application in SP initiated mode:

    In the Sign-on URL text box, type a URL using the following pattern: https://<SUBDOMAIN>.freshworks.com/login


    These values are not real. Update these values with the actual Identifier, Reply URL and Sign on URL. Contact Freshworks Client support team to get these values. You can also refer to the patterns shown in the Basic SAML Configuration section in the Azure portal.

  6. On the Set up single sign-on with SAML page, in the SAML Signing Certificate section, find Certificate (Base64) and select Download to download the certificate and save it on your computer.

    The Certificate download link

  7. To modify the Signing options as per your requirement, click Edit button to open SAML Signing Certificate dialog.


    Screenshot that shows the "S A M L Signing Certificate" dialog with the "Edit" button selected.

    a. Select Sign SAML response as Signing Option.

    b. Click Save.

  8. On the Set up Freshworks section, copy the appropriate URL(s) based on your requirement.

    Copy configuration URLs

Create an Azure AD test user

In this section, you'll create a test user in the Azure portal called B.Simon.

  1. From the left pane in the Azure portal, select Azure Active Directory, select Users, and then select All users.
  2. Select New user at the top of the screen.
  3. In the User properties, follow these steps:
    1. In the Name field, enter B.Simon.
    2. In the User name field, enter the username@companydomain.extension. For example, B.Simon@contoso.com.
    3. Select the Show password check box, and then write down the value that's displayed in the Password box.
    4. Click Create.

Assign the Azure AD test user

In this section, you'll enable B.Simon to use Azure single sign-on by granting access to Freshworks.

  1. In the Azure portal, select Enterprise Applications, and then select All applications.
  2. In the applications list, select Freshworks.
  3. In the app's overview page, find the Manage section and select Users and groups.
  4. Select Add user, then select Users and groups in the Add Assignment dialog.
  5. In the Users and groups dialog, select B.Simon from the Users list, then click the Select button at the bottom of the screen.
  6. If you are expecting a role to be assigned to the users, you can select it from the Select a role dropdown. If no role has been set up for this app, you see "Default Access" role selected.
  7. In the Add Assignment dialog, click the Assign button.

Configure Freshworks SSO

  1. Open a new web browser window and sign into your Freshworks company site as an administrator and perform the following steps:

  2. From the left side of menu, click on Security icon then check the Single sign-on option and select SAML SSO under Authentication Methods.

    Screenshot that shows the "Security - Authentication Methods" section with "Single sign-on" option turned on and "S A M L S S O" selected.

  3. On the Single sign-on section, perform the following steps:

    Freshworks configuration

    a. Click Copy to copy the Service Provider(SP) Entity ID for your instance and paste it in Identifier (Entity ID) text box in Basic SAML Configuration section on Azure portal.

    b. In the Entity ID provided by the IdP text box, Paste the Azure AD Identifier value, which you have copied from the Azure portal.

    c. In the SAML SSO URL text box, Paste the Login URL value, which you have copied from the Azure portal.

    d. Open the Base64 encoded certificate in notepad, copy its content and paste it into the Security certificate text box.

    e. Click Save.

Create Freshworks test user

In this section, you create a user called B.Simon in Freshworks. Work with Freshworks Client support team to add the users in the Freshworks platform. Users must be created and activated before you use single sign-on.

Test SSO

In this section, you test your Azure AD single sign-on configuration with following options.

SP initiated:

  • Click on Test this application in Azure portal. This will redirect to Freshworks Sign on URL where you can initiate the login flow.

  • Go to Freshworks Sign-on URL directly and initiate the login flow from there.

IDP initiated:

  • Click on Test this application in Azure portal and you should be automatically signed in to the Freshworks for which you set up the SSO

You can also use Microsoft My Apps to test the application in any mode. When you click the Freshworks tile in the My Apps, if configured in SP mode you would be redirected to the application sign on page for initiating the login flow and if configured in IDP mode, you should be automatically signed in to the Freshworks for which you set up the SSO. For more information about the My Apps, see Introduction to the My Apps.

Next steps

Once you configure Freshworks you can enforce session control, which protects exfiltration and infiltration of your organization’s sensitive data in real time. Session control extends from Conditional Access. Learn how to enforce session control with Microsoft Defender for Cloud Apps.