FreshService Integration with AuthPoint

Deployment Overview

This document describes how to set up multi-factor authentication (MFA) for FreshService® with AuthPoint as an identity provider. FreshService must already be configured and deployed before you set up MFA with AuthPoint.

FreshService Authentication Data Flow with AuthPoint

AuthPoint communicates with various cloud-based services and service providers with the SAML protocol. This diagram shows the data flow of an MFA transaction for FreshService.

Diagram of the data flow for an MFA transaction between GitLab and AuthPoint.

Before You Begin

Before you begin these procedures, make sure that:

Configure FreshService

To start, you must download the metadata file and certificate file from the Certificate Management page in the AuthPoint management UI. Once you have that, you can configure FreshService.

  1. Log in to WatchGuard Cloud.
  2. From the navigation menu, select Configure > AuthPoint. If you have a Service Provider account, you must first pivot to your Subscriber view.
  3. Select Resources.
  4. Click Certificate.

  1. Next to AuthPoint certificate you will associate with your resource, click select Download Metadata and Download Certificate. We recommend that you choose the certificate with the latest expiration date.

    The AuthPoint metadata and certificate provides your resource, in this case FreshService, with information necessary to identify AuthPoint as a trusted identity provider.

  1. Open a new tab and log in to FreshService as an administrator.

Screenshot of the Admin page.

  1. Click Admin.

Screenshot of the Admin page.

  1. From the General Settings section, click Helpdesk Security.

Screenshot of the Security page.

  1. Click Go to Freshworks 360 Security.
  2. Under Default Policy enable Single sign-on.
  3. From the Login Method drop-down list, select SAML SSO.

Screenshot of the SAML config

  1. Copy the Assertion Consumer Service(ACS) URL and Service Provider(SP) Entity ID values.
  2. Open the AuthPoint metadata file you downloaded and find the entityID SingleSignOnService Location and SingleLogoutService Location values.
  3. In the Entity ID provided by the IdP text box, type or paste the entityID value from the AuthPoint metadata file.
  4. In the SAML SSO URL text box, type or paste the SingleSignOnService Location value from the AuthPoint metadata file.
  5. From the Signing Options drop-down list, select Only Signed Response.
  6. In the Logout URL text box, type or paste the SingleLogoutService Location value from the AuthPoint metadata file.
  7. In the Security certificate text box, type or paste the AuthPoint certificate value from the AuthPoint certificate file.

Screenshot of the SAML config

  1. Click Save.
    You are prompted for confirmation before you save the configuration.

Configure AuthPoint

Before AuthPoint can receive authentication requests from FreshService, you must add a SAML resource in AuthPoint. You must also create an authentication policy for the FreshService resource to determine which users can authenticate and log in to FreshService and which authentication methods they can use (Push, QR code, and OTP).

Add a FreshService Resource in AuthPoint

From the AuthPoint management UI:

  1. From the navigation menu, select Resources.
  2. From the Choose a Resource Type drop-down list, select SAML. Click Add Resource.

  1. On the SAML page, in the Name text box, type a name for this resource.
  2. From the Application Type drop-down list, select FreshService.
  3. In the Service Provider Entity ID text box, type the Service Provider(SP) Entity ID value copied from FreshService SAML configure page.
  4. In the Assertion Consumer Service text box, type the Assertion Consumer Service(ACS) URLvalue copied from FreshService SAML configure page.
  5. From the User ID drop-down list, select Email.
  6. From the Signature Method drop-down list, select SHA-256.
  7. From the AuthPoint Certificate drop-down list, select the AuthPoint certificate to associate with your resource. This must be the same certificate that you downloaded the metadata for in the previous section.
  8. Click Save.

Add a Group in AuthPoint

You must have at least one user group in AuthPoint to configure MFA. If you already have a group, you do not have to add another group.

To add a group to AuthPoint:

  1. From the navigation menu, select Groups.
  2. Click Add Group.
    The New Group page appears.

Screenshot that shows the Groups page.

  1. In the Name text box, type a descriptive name for the group.
  2. (Optional) In the Description text box, type a description of the group.

Screen shot of the New Group page.

  1. Click Save.
    Your group is listed on the Groups page.

Screenshot of the Save button on the New Group page.

Add an Authentication Policy to AuthPoint

Authentication policies specify which resources users can authenticate to and which authentication methods they can use (Push, QR code, and OTP).

You must have at least one authentication policy in AuthPoint that includes the FreshService resource. If you already have authentication policies, you do not have to create a new authentication policy. You can add this resource to your existing authentication policies.

Users that do not have an authentication policy for a specific resource cannot authenticate to log in to that resource.

To configure an authentication policy:

  1. From the navigation menu, select Authentication Policies.
  2. Click Add Policy.

Screenshot of the Add Policy button on the Authentication Policies page.

  1. Type a name for this policy.
  2. From the Select the authentication options drop-down list, select Authentication options and select which authentication options users can choose from when they authenticate.

    For SAML resources, if you select more than one authentication option, users must select one of the available options when they authenticate. For example, if you select OTP and Push, users can choose to type their OTP or approve a push to authenticate. You cannot require that they do both.

  1. Select which groups this policy applies to. You can select more than one group. To configure this policy to apply to all groups, select All Groups.
  2. Select the resource that you created in the previous section. If you want this policy to apply to additional resources, select each resource this policy applies to. To configure this policy to apply to all resources, select All Resources.

Screenshot of the Add Policy page with the groups and resources selected

  1. (Optional) If you have configured policy objects such as a Network Location, select which policy objects apply to this policy. When you add a policy object to a policy, the policy only applies to user authentications that match the conditions of the policy objects. For example, if you add a Network Location to a policy, the policy only applies to user authentications that come from that Network Location. Users who only have a policy that includes a Network Location do not get access to the resource when they authenticate outside of that Network Location (because they do not have a policy that applies, not because authentication is denied).

    If you configure policy objects, we recommend that you create a second policy for the same groups and resources without the policy objects. The policy with the policy objects should have a higher priority.

Screenshot of the Policy Objects drop-down list.

  1. Click Save.
    Your policy is created and added to the end of the policy list.

    When you create a new policy, we recommend that you review the order of your policies. AuthPoint always adds new policies to the end of the policy list.

Screenshot of the Save button on the Add Policy page.

Add Users to AuthPoint

Before you assign users to a group, you must add the users to AuthPoint. There are two ways to add AuthPoint user accounts:

  • Sync users from an external user database
  • Add local AuthPoint users

Each user must be a member of a group. You must add at least one group before you can add users to AuthPoint.

To import users from Active Directory, Azure Active Directory, or an LDAP database, you must add an external identity in the AuthPoint management UI. External identities connect to user databases to get user account information and validate passwords.

  • To sync users from Active Directory or an LDAP database, you must add an LDAP external identity
  • To sync users from Azure Active Directory, you must add an Azure AD external identity

When you sync users from an external user database, you can sync any number of users and they are all added to AuthPoint at one time. Users synced from an external user database use the password defined for their user account as their AuthPoint password.

To learn how to sync users, see Sync Users from Active Directory or LDAP and Sync Users from Azure Active Directory.

You can create local AuthPoint users on the Users page in the AuthPoint management UI. Because you can create only one user at a time, you most commonly do this when you want to create test users or to add only a small number of users.

Unlike users synced from an external user database, local AuthPoint users define and manage their own AuthPoint password. When you add a local user account, the user receives an email that prompts them to set their password.

To learn how to add local AuthPoint user accounts, see Add Local AuthPoint Users.

Test the Integration

To test the integration of AuthPoint and FreshService, you can authenticate with a mobile token on your mobile device. You can choose any method (push, QR code, or one-time password).

In this example, we show the push authentication method (users receive a push notification in the mobile app that they must approve to authenticate).

  1. In a web browser, go to your FreshService URL (https://Domain name.freshservice.com).

Screenshot of the sign in page.

  1. Click Sign in.

Screenshot of the sign in page.

  1. Click Sign in with SSO.
  2. Type your email address or AuthPoint user name. Click Next.
  3. If required, in the Password text box, type your password.
  4. Click Send Push.
  5. Approve the authentication request that is sent to your mobile device.
    You are logged in to FreshService successfully.