What is Freshworks Organization?

 

Separate administrative settings across multiple accounts and products are always difficult to control and manage. From password policies to user management, a unified approach to managing them across products enables admins to have more centralized control.

 

Introducing Freshworks Organization, which comes with:

  • A centralized dashboard for user management and security settings across Freshworks products and Freshservice accounts that you use

  • A unified login experience for your requesters and agents

  • A Switcher for users to seamlessly navigate between other Freshworks accounts and products.

 

 

Before you get started on how to upgrade...

 

To understand the upgrade process better, here are some terms and concepts associated with setting up security policies in Freshworks Organization for MSP accounts:

 

 

Concepts

Terminologies

Types of Portals


Freshservice provides two kinds of portals to enable you to manage your clients better.

Default Portal


Every Freshservice account has a default login portal, which can be set up from Admin Settings > Helpdesk security. It’s typically used for agents to login to the Freshservice account.


Support Portal


To suit your business needs, you can create multiple portals as required for your end-users from Admin > Support Channels > Support Portals. 


Types of Security Policies


To manage your login policies efficiently across your Freshworks products and accounts, Freshworks Organization offers two types of login policies.

Default Policy


All Freshservice accounts, portals, and other Freshworks products that do not have custom policies in place will use the default login policy.


Custom policy

When you need exclusive security policies to be set up with different identity providers, create custom policies and map them to the respective Freshservice accounts, portals, or other Freshworks Products.



 

 

 

How do I upgrade to Freshworks Organization?

 

To help you understand the upgrade process better, we have broken down the process into 3 steps. You can read them step-by-step as you proceed through the process.


 Watch our demo video to understand the migration process better: Watch Now


Step 0 - Getting started with the upgrade


 Watch our demo video to understand the migration process better:  Watch Now

To enable you to seamlessly upgrade to Freshworks Organization, we have enabled a self-service wizard to help you migrate the login policies of your accounts and portals to Freshworks Organization.

Note:

Only Admins with Play God access across all the portals and accounts in your Multi-Account configuration will be able to view and use this self-service wizard.

 

To access this wizard:


  1. Navigate to Admin > Helpdesk Security Settings to view the migration wizard.

2. You can view if the pre-upgrade login methods have been matched with post-upgrade login methods by clicking on “View upgrade readiness of all portals”.

Understanding Migration Statuses

 

When you click on upgrade readiness, every account / portal will have a status mapped against it to help you understand the course of action that you need to take.

 

Status 

Action Expected

Matched


No action expected. This means the login settings set up for your account/portal has been auto-migrated as it was using Google / Password-based login.

Not Matched


Check your login policies set up on Freshworks Organization. This means there has been a mismatch after your Google/ Password-based login settings from Freshservice were auto-migrated to Freshworks Organization.

SSO verified


No action expected. This means that your SSO setup has been successfully completed in Freshworks Organization.

SSO not verified


SSO setup needs to be completed for your accounts/portals on Freshworks Organization. Click on Go to Portal Settings for the portal you need to migrate the policy for. Here you will find a 2-step self-service wizard to help you migrate your SSO configuration to Freshworks Organization.

 

Note: Creation of new portals will be disabled until you upgrade to Freshworks Organization


Now that you're done with Step 0, if you have “SSO not verified status” for your accounts / portals, you will need to migrate the setup to Freshworks Organization.


Step 1 - Reconfigure SSO in Freshworks Organization

Going forward, Freshworks Organization will interact with your SSO identity provider, complete your authentication process, and then authorize you to access your Freshservice account. You will therefore need to reconfigure your SSO to work with Freshworks Organization instead of Freshservice. 

 

To reconfigure your SSO setup, click on “portal settings” for the portal / account you want to reconfigure from the View upgrade readiness pane.  You will see a 2-step wizard here to guide you through the steps involved in migrating your SSO setup.

 

1. Activate your Freshworks Organization Account and reconfigure SSO

 

Activating your account:

 

  • Check your mail for an activation email and click on the link to activate your Freshworks Organization account. Note: If you are upgrading to an existing organization account, you can skip this activation step and get started with setting up your SSO in the organization’s security module.

  • You will now be redirected to a Freshworks Organization Account activation page, where you can set up your account either by entering your profile information or using Google login.

 

Reconfiguring your SSO:


  • Once you activate your Freshworks organization account, navigate back to your Portal Settings page on Freshservice and click on Go to Freshworks Security (or) Navigate to Freshworks Organization > Security > Custom Policies.




 

  • All your secondary portals across your accounts will have custom policies created on Freshworks Organization with Google Login and Password login (Freshworks Login) enabled.




  • For all accounts / portals with "Matched” status, the custom policies are good to go.

  • For accounts / portals with “SSO not verified” status, edit the custom policies to enable and configure SSO. 

  • Click on Edit for the required policy. The account / portal to which this policy is mapped will be auto-selected.

  • Click on Next. Here, enable SSO Login. You can create the SSO login policy of your choice here. Refer to our documentation here to know about the different SSO providers supported, and how to set them up.


  • Heads-up: If you’re using a SAML-based identity provider, ensure that all your Freshservice users can seamlessly login post-migration by adding them to the Freshworks application that you have installed.

  • Once you complete your SSO setup, click on Next. Here you can add a name to your custom policy, a redirect URL, and portal logos if required.

  • Click on Finish to save changes to the custom policy.

  • Now navigate back to Freshservice’s helpdesk security page and refresh it to proceed. 

Note: 

To enable login into Freshworks Organization until your SSO setup is complete, ensure that password-based / Google login is turned on. Post-migration, this can be disabled if required.


Setting up a Default Policy 


 

Heads up! Ensure that this setup is done post-upgrade to avoid mismatches in the migration efforts.

If you want to create an SSO login for your agents you can do that in two ways:

 

  1. Setting up SSO as default login method: If all your secondary portals and accounts have custom policies mapped to you can set up your SSO under default login methods.
    Note: 
    All Freshservice accounts, portals, and other Freshworks products that do not have custom policies in place will use the default login policy.



  2. Setting up SSO as a Custom Policy: With Freshworks organization managing all your accounts and products, you might have a default policy in place to cater to users across them. When your default policy on Freshworks Organization is different from the login policies required for your default portal, you can create a custom policy and map the default portal to it to create an SSO login for that account’s agents.
    Note:
     If you map just an account to a custom policy, then the policy is mapped to the default (agent) portal of that account. Selecting an account does not map the custom policy to the portals in the account.

 

 

Step 2: Test your configuration

 

In this step, you need to test your SSO setup to ensure that it works with Freshworks Organization. 

 

  • Refresh your Freshservice Helpdesk Security page to enable Step 2. Click on Test to test your SSO login using Freshworks Organization. 

  • Click on Sign in with SSO from the Freshworks login page and log in using your SSO credentials. 

  • If your SSO policy has been set up successfully, you will be able to login with your credentials and see a success message. 

  • Now click on Go to Helpdesk Security Page

 

Note:

 

Ensure that the SSO policies are configured for all accounts / portals with “SSO not verified” status by repeating the above process for each of them.

 

Now that you're done with migrating the SSO for all accounts / portals, you're ready to complete the upgrade.

 

 Step 2 - Upgrading to Freshworks Organization



This is the final step to upgrade your account to Freshworks Organization.

 

  • Once you’ve configured and tested your SSO setup for all accounts and portals, the Upgrade button will be enabled under “View upgrade readiness of all portals”.  Click on it.
    Note: You can upgrade to Freshworks Organization only if all your accounts/portals have a status of either “Matched” or “SSO Verified”.

  • Once you click on the “Upgrade” button, you’ll get a confirmation prompt requesting you to ensure that all your users are mapped to the Freshworks application in the SSO identity provider you configured. Note that when you click Upgrade, all your Freshservice users might be logged out and they may have to login again into Freshworks Organization.

  • Click on “Upgrade” to complete the migration process.

 

Note: Once you’ve upgraded to a Freshworks Organization account, you can disable the password/Google login options if you don’t need them any longer.