TABLE OF CONTENTS

• Summary
• Who is affected
• What you will experience
• Why this is happening

Summary

After you sign in to your Freshworks organization through the Neo Admin Center, you or your users might be prompted to authenticate again when accessing a Freshservice account.
This additional authentication occurs because of a change in how Freshservice validates portal-level access after the introduction of Multiple Support Portals on June 30, 2026.

Who is affected

This issue affects users who meet either of the following conditions:

• Sign in to their Freshworks organization through the Neo Admin Center and then access a Freshservice account within the organization.

• Use an identity provider (IdP), such as Okta, Azure AD, or OneLogin, for SSO and are redirected to Freshservice after authenticating at the organization level.

Note: Freshdesk accounts in the same organization are not affected. Users can continue to access Freshdesk without authenticating again after signing in to their Freshworks organization.

What you will experience

After you authenticate to your Freshworks organization, you might be prompted to authenticate again before you can access the Freshservice portal. Your Freshservice session is established normally after that and continues according to your account's session policy.

Why this is happening

With the introduction of Multiple Support Portals on June 30, 2026, Freshservice introduced a more granular access model.

Previously, adding a user to a Freshservice account was sufficient to grant them access to the account. Users who had already authenticated to their Freshworks organization could then access the account automatically.

With the new access model, Freshservice determines access based on the portals to which a user is mapped. The access behavior differs based on the number of portals in the account:

• Accounts with multiple portals: Admins assign users to specific portals. A user can have access to some portals and not others.

• Accounts with a single portal: Users added to the account are automatically authorized to access the only portal. No additional configuration is required.

Because the organization-level session does not currently include the portal-level context required by Freshservice, Freshservice performs an additional check when a user navigates from the organization to a Freshservice account. This check takes place when the user attempts to log in to the account.