You can make it a lot easier for your customers to raise tickets and get in touch with you from the service desk support portal. For example, instead of having them create a new account, allow them to sign in to your self-service support portal using their existing Google accounts. You can also authenticate them to sign in using their existing Active Directory credentials.
Here are 3 ways in General Settings that can make it easier for your customers to log in and access your support portal:
1. Submitting tickets without logging in
Your customers are facing a really hot issue and they want your help as soon as possible. They come to your portal to raise a ticket and at that point, asking them to sign in might leave them annoyed. Instead, you can have the New ticket tab displayed on the home screen so that they can submit the ticket directly by specifying their email address. To enable this option for your requestors, navigate to Admin > Channel > Other Channel > Support Portal.
If your account has more than one workspace, navigate to Admin > Global Settings -> Channel > Other Channel > Support Portal (-> Settings tab in MSP mode) and select Everyone in the User Permissions section against Who can submit a new ticket on the portal. You can also define who can view the solutions in your support portal in this section.
2. Using Google for login
When someone comes to your support and tries to raise a ticket, they might be asked to sign up first. This could be quite irksome and they might get frustrated. To avoid this, you can give them the option to sign in using their existing Google account. Not only does it save the pain of signing up for the user, but it also ensures that the correct requestor information is stored in the service desk from an existing database i.e. Google. To enable this option for your requestors, navigate to Admin > Channel > Other Channel > Support Portal.
If your account has more than one workspace, navigate to Admin > Global Settings -> Channel > Other Channel > Support Portal(-> Settings tab in MSP mode) and select the option to enable users to sign in using Google.
Note: If you've signed up with the Freshworks Suite of Products from February 2020, you can configure
3. Configure Freshservice to use single sign-on
Your customers are already logged into your website or app and they come to the support portal to raise a ticket. Asking them to sign in again here is quite frustrating. To avoid this, you can enable the single sign-on which lets the customers access your support without having to sign in again. To enable this option for your requestors, navigate to Admin > Account Settings > Helpdesk Security. If your account has more than one workspace, navigate to Admin > Global Settings -> Account Settings > Helpdesk Security and toggle ON the Single Sign-On option and select either SAML SSO or Simple SSO as per your preference.
Note: If you've signed up with the Freshworks Suite of Products from February 2020, you can configure SAML 2.0 Single Sign-On for Freshservice using your Freshworks Organization Account.
Note: If you're using a Freshworks Organization account to access Freshservice, you can configure SSO from the Org Security Page.
To access Org security settings:
Sign in to your Freshservice account.
Click on Admin > Account Settings > Helpdesk Security.
If your account has more than one workspace, navigate to Admin > Global Settings -> Account Settings > Helpdesk Security.Click on the link - Manage Helpdesk Security from Freshworks 360 Security. This opens the Org Security page in a new tab.
