Duo Single Sign-On for Freshworks

Overview

As business applications move from on-premises to cloud hosted solutions, users experience password fatigue due to disparate logons for different applications. Single sign-on (SSO) technologies seek to unify identities across systems and reduce the number of different credentials a user has to remember or input to gain access to resources.

While SSO is convenient for users, it presents new security challenges. If a user's primary password is compromised, attackers may be able to gain access to multiple resources. In addition, as sensitive information makes its way to cloud-hosted services it is even more important to secure access by implementing two-factor authentication and zero-trust policies.

About Duo Single Sign-On

Duo Single Sign-On is our cloud-hosted SSO product which layers Duo's strong authentication and flexible policy engine on top of Freshworks logins. Duo Single Sign-On acts as an identity provider (IdP), authenticating your users using existing on-premises Active Directory (AD) or another SSO IdP. Duo SSO prompts users for two-factor authentication and performs endpoint assessment and verification before permitting access to Freshworks.

Duo Single Sign-On is available in Duo Premier, Duo Advantage, and Duo Essentials plans, which also include the ability to define policies that enforce unique controls for each individual SSO application. For example, you can require that Salesforce users complete two-factor authentication at every login, but only once every seven days when accessing Freshworks. Duo checks the user, device, and network against an application's policy before allowing access to the application.

Configure Single Sign-On

Before configuring Freshworks with Duo SSO using Security Assertion Markup Language (SAML) 2.0 authentication you'll first need to enable Duo Single Sign-On for your Duo account and configure a working authentication source.

Once you have your SSO authentication source working, continue to the next step of creating the Freshworks application in Duo.

Create the Freshworks Application in Duo

1. Log on to the Duo Admin Panel and navigate to Applications.

2. Click Protect an Application and locate the entry for Freshworks with a protection type of "2FA with SSO hosted by Duo (Single Sign-On)" in the applications list. Click Protect to the far-right to start configuring Freshworks. See Protecting Applications for more information about protecting applications in Duo and additional application options. You'll need the information on the Freshworks page under Metadata later.

3. Freshworks uses the Mail attribute, First name attribute, and Last name attribute when authenticating. We've mapped the bridge attributes to Duo Single Sign-On supported authentication source attributes as follows:

   Bridge Attribute	Active Directory	SAML IdP
   <Email Address>	mail	Email
   <First Name>	givenName	FirstName
   <Last Name>	sn	LastName

   If you are using non-standard attributes for your authentication source, check the Custom attributes box and enter the name of the attributes you wish to use instead.

4. You can adjust additional settings for your new SAML application at this time — like changing the application's name from the default value, enabling self-service, or assigning a group policy.

5. Keep the Duo Admin Panel tab open. You will come back to it later.

Duo Universal Prompt

The Duo Universal Prompt provides a simplified and accessible Duo login experience for web-based applications, offering a redesigned visual interface with security and usability enhancements.

Universal Prompt	Traditional Prompt

We've already updated the Duo Freshworks application hosted in Duo's service to support the Universal Prompt, so there's no action required on your part to update the application itself. If you created your Freshworks application before March 2024, you can activate the Universal Prompt experience for users from the Duo Admin Panel. Freshworks applications created after March 2024 have the Universal Prompt activated by default.

If you created your Freshworks application before March 2024, it's a good idea to read the Universal Prompt Update Guide for more information, about the update process and the new login experience for users, before you activate the Universal Prompt for your application.

Activate Universal Prompt

Activation of the Universal Prompt is a per-application change. Activating it for one application does not change the login experience for your other Duo applications.

The "Universal Prompt" area of the application details page shows that this application is "Ready to activate", with these activation control options:

• Show traditional prompt: Your users experience Duo's traditional prompt via redirect when logging in to this application.
• Show new Universal Prompt: (Default) Your users experience the Universal Prompt via redirect when logging in to this application.

The application's Universal Prompt status shows "Activation complete" here and on the Universal Prompt Update Progress report.

Should you ever want to roll back to the traditional prompt, you can return to this setting and change it back to Show traditional prompt. However, this will still deliver the Duo prompt via redirect, not in an iframe. Keep in mind that support for the traditional Duo prompt ended for the majority of applications in March 2024.

Universal Update Progress

Click the See Update Progress link to view the Universal Prompt Update Progress report. This report shows the update availability and migration progress for all your Duo applications. You can also activate the new prompt experience for multiple supported applications from the report page instead of visiting the individual details pages for each application.

Enable Freshworks for SSO

1. Log into your Freshworks account as an administrator.

2. In the left menu sidebar, click the Neo Admin Center icon. The "Neo Admin Center" page opens.

3. In your profile section, make note of your organization URL. You will need it later.

   Example: Your organization URL will be similar to exampleorg.myfreshworks.com.

4. In the left menu sidebar, click the Security icon. The "Security Settings" page opens.

5. On the right side of the "Default Login Methods" section, click the arrow icon. The "Default Login Method" page opens.

6. In the "Login Methods" section, click the SSO Login toggle switch. The "Configure SSO" window opens.

7. Scroll down to the "IdP of your choice" section and click SAML. The "Set up SSO with SAML" window opens.

8. In the "Map information in IdP" section, click Download Metadata.

9. Return to the Duo Admin Panel. Under "Service Provider", click Choose File and open the XML file you downloaded from Freshworks earlier.

10. In the Duo Admin Panel under "Metadata", copy the Entity ID provided by the IdP URL and paste it into the Freshworks Entity ID provided by the IdP field, in the "Map information from IdP" section.

11. Return to the Duo Admin Panel. Copy the SAML SSO URL and paste it into the Freshworks SAML SSO URL field.

    

12. Return to the Duo Admin Panel. Under "Downloads", click Copy certificate and paste the certificate text into the Freshworks Security certificate field.

13. In the Freshworks "Set up SSO with SAML" window, click Configure SSO.

14. Return to the Duo Admin Panel. Scroll to the bottom of the page and click Save.

Learn more about Freshworks SSO at the Freshworks Knowledge Base.

Using SSO

You can log on to Freshworks by navigating to your Freshworks organization URL that you noted earlier e.g., https://exampleorg.myfreshworks.com/. Click Sign in with SSO to be redirected to Duo Single Sign-On to begin authentication.

Active Directory Login

With Active Directory as the Duo SSO authentication source, enter the primary username (email address) on the Duo SSO login page and click or tap Next.

Enter the AD primary password and click or tap Log in to continue.

Enable Duo Passwordless to log in to Duo SSO backed by Active Directory authentication without entering a password in the future.

SAML Login

With another SAML identity provider as the Duo SSO authentication source, Duo SSO immediately redirects the login attempt to that SAML IdP for primary authentication. Users do not see the Duo SSO primary login screen.

Duo Authentication

Successful verification of your primary credentials by Active Directory or a SAML IdP redirects back to Duo. Complete Duo two-factor authentication when prompted and then you'll return to Freshworks to complete the login process.

* Universal Prompt experience shown.

You can also log into Freshworks using Duo Central, our cloud-hosted portal which allows users to access all of their applications in one spot. Link to Freshworks in Duo Central by adding it as an application tile. Once the tile has been added, log into Duo Central and click the tile for IdP-initiated authentication to Freshworks.

Congratulations! Your Freshworks users now authenticate using Duo Single Sign-On.

See the full user login experience, including expired password reset (available for Active Directory authentication sources) in the Duo End User Guide for SSO.

Enable Remembered Devices

To minimize additional Duo two-factor prompts when switching between Freshworks and your other Duo Single Sign-On SAML applications, be sure to apply a shared "Remembered Devices" policy to your SAML applications.

Troubleshooting

Need some help? Try searching our Knowledge Base articles or Community discussions. For further assistance, contact Support.