IP, Device, Location and Time Restriction for Freshdesk

How can IP Restriction restrict user's access of Freshdesk to our company offices?

miniOrange allows you to use IP Restriction policy to provide or deny access to the users based on trusted IP Addresses.

For the IP Restriction to work, the Admin must create a policy specifying permitted IP addresses which grants access to Freshdesk.
miniOrange supports IP addresses range in three formats i.e. IPv4, IPv4 CIDR and IPv6 CIDR.
To block the access, Admin must specify an action which needs to be performed when a user tries to login from a non trusted IP address (Such as Deny or Challenge the user with 2FA).
Once the restriction policy is configured, it can be applied to any application’s login policy to enable IP restriction for that application.

How can Device Restriction restrict access to Freshdesk to our corporate devices?

miniOrange allows you to restrict Freshdesk access to user's company provided devices.

In this restriction method admin allows end-users to add a fixed number of devices as trusted devices for their account. Once a device is registered for a user, that user’s device becomes the trusted device and he will be allowed to login without any restriction.
When a user initiates the login process for an application for which Device Restriction is enabled, the attributes related to the user's browser session are captured for evaluations.
Based on these attributes, the miniOrange Adaptive Engine checks and evaluates the decision for that particular user. (i.e Allow, Deny or Challenge with 2FA).
Based on the decision calculated, the user is redirected to the appropriate action. (i.e Allowed to login if the decision is allow, denied to login if decision is deny or challenged with 2FA if the decision is challenge)

How can Location Restriction restrict access to Freshdesk to our corporate devices?

miniOrange allows you to restrict the use of your application only within a particular location. Users outside of that location are not allowed to access the applications.

Aside from IP and Device, another helpful restriction type is location based restriction. A lot of applications require there to be fine-tuned control over which applications need to be granted access based on the location of the user trying to gain access. Here, miniOrange’s Location-based restriction can easily be set up to scan a user’s access location and enable / disable access accordingly. It can be set up to an accuracy of a few kilometers, and you can have the option to grant access or deny access based on this location data.
The admin shortlists and configures a list of Geo-locations where they want to allow end-users to either login or deny based on the location set by the admin. When a user tries to login with adaptive authentication enabled, his location attributes such as (Latitude, Longitude, and Country Code) are verified against the Location list configured by the admin, and based on this user will be either allowed, challenged, or denied.

How can Time Restriction restrict access to Freshdesk to our corporate devices?

miniOrange allows you to restrict the use of your application only within a particular time range. When users try to log in outside of that timeframe, they are not allowed to access Freshdesk.

miniOrange’s Adaptive Engine also offers time-based restriction as one of the methods for Adaptive Authentication. Here, there can be extremely detailed control on the timeframe over which access to your Freshdesk is to be granted or denied for all of your users. miniOrange’s latest Adaptive tech helps you set the days as well as hours in which access is to be controlled, wherein a user can be granted access only within working hours and denied access before as well as after. Time-based restriction is a must have feature when it comes to securing and managing employee working.
The admin configures a time zone with Start and End Time. Users are either permitted, refused, or challenged based on the timezone and policies defined. When an end-user tries to log in with adaptive authentication enabled, his time zone-related parameters, such as time zone and current system time, are checked against the list defined by the admin, and the user is either permitted, rejected, or challenged, depending on the configuration.

Connect with External Source of Users

miniOrange provides user authentication from various external sources, which can be Directories (like ADFS, Microsoft Active Directory, OpenLDAP, AWS etc), Identity Providers (like Microsoft Entra ID, Okta, AWS), and many more. You can configure your existing directory/user store or add users in miniOrange.

Follow the Step-by-Step Guide given below for Freshdesk Single Sign-On (SSO)

1. Configure Freshdesk in miniOrange

Log into miniOrange Admin Console.
Go to Apps and click on Add Applicaton button.

In Choose Application Type click on Create App button in SAML/WS-FED application type.

Freshdesk Single Sign-On (SSO) choose app type

Search for Freshdesk in the list.

Freshdesk Single Sign-On (SSO) manage apps

Enter the SP Entity ID as https://your_domain.freshdesk.com/login/saml.
Enter the ACS URL as https://your_domain.freshdesk.com/login/saml
Enter the Single Logout URL as https://yourcompany.freshdesk.com/support/home.

Configure Freshdesk two-factor authentication (2FA):

Click Next, now in the Attribute Mapping configure attributes according to your choice.

Configure Freshdesk two-factor authentication (2FA): Attribute Mapping

Click on Save.

Get IdP Metadata Details to upload to Freshdesk:

Go to Apps >> Manage Apps.
Search for your app and click on the select in action menu against your app.
Click on Metadata to get metadata details, which will be required later. Click on Link to see the IDP initiated SSO link for Freshdesk.

Configure Freshdesk two-factor authentication (2FA): metadata link

Here you will see 2 options, if you are setting up miniOrange as IDP copy the metadetails related to miniOrange, if you required to be authenticated via external IDP's (OKTA, AZURE AD, ADFS, ONELOGIN, GOOGLE APPS) you can get metadata from the 2nd Section as shown below.

Configure Freshdesk two-factor authentication (2FA): Add SAML Application

Keep SAML Login URL , SAML Logout URL and click on the Download Certificate button to download certificate which you will require in Step 2.

Configure Freshdesk two-factor authentication (2FA): Select Metadata details external IDP or miniOrange as IDP

2. Configure SSO in Freshdesk

Login to your Freshdesk domain.
Go to the Admin tab and click on Security.

Freshdesk Single Sign-On (SSO) admin panel

Click on the toggle to turn ON Single Sign On (SSO).
Enter the details as shown:

Freshdesk Single Sign-On (SSO) configuration

SAML Login URL	Enter SAML Login URL that you got from Step 1.
Logout URL	Enter SAML Logout URL that you got from Step 1.
Security Certificate Fingerprint	Copy the Thumbprint of the downloaded certificate.

Open the certificate that was downloaded earlier.
Go to Details.
In the Field column, select Thumbprint.
Copy the Thumbprint that opens in the pane by pressing CTRL+C (Right-Click won't work!).
Paste the Thumbprint in the Certificate Fingerprint.
Click the Save to save the Single Sign On (SSO) SAML settings.

3. Configure IP Restriction: Restricting access with IP Blocking

You can allow an IP Address in a certain range for SSO or you can deny it based on your requirements and you can also challenge the user to verify their authenticity. Adaptive authentication manages the user authentication based on different factors such as Device ID, Location, Time of Access, IP Address, and many more, thus improving the security and functionality of Single Sign-On.

You can configure Adaptive Authentication with IP Blocking in the following way:

Go to Adaptive Authentication from the left navigation bar.
Click on Add Policy tab.

IP restriction for Freshdesk: Add Adaptive Authentication Policy

Add a Policy Name for your Adaptive Authentication Policy.

IP restriction for Freshdesk: Add Policy name

Click on Edit in the IP Config section to configure the custom IP range. You can add more than one IP Address ranges by clicking on the Add IP button.

IP restriction for Freshdesk: Add IP address

We support IP addresses range in three formats i.e. IPv4, IPv4 CIDR and IPv6 CIDR. You can choose whichever is suitable for you from the dropdown menu.

IP restriction for Freshdesk: Add IP address range

Now, scroll down to the Action For Behaviour Change section and click on Edit. Select the action you want to perform if the IP address is out of the range. i.e. Allow, Challenge or Deny.

IP restriction for Freshdesk: Action for Behaviour Change

Action for behavior Change Options :

Attribute	Description
Allow	Allow user to authenticate and use services if Adaptive authentication condition is true.
Challenge	Challenge users with one of the three methods mentioned below for verifying user authenticity.
Deny	Deny user authentications and access to services if Adaptive authentication condition is true.

Challenge Type Options :

Attribute	Description
User second Factor	The User needs to authenticate using the second factor he has opted or assigned for such as OTP over SMS PUSH Notification OTP over Email And 12 more methods.
KBA (Knowledge-based authentication)	The System will ask user for 2 of 3 questions he has configured in his Self Service Console. Only after right answer to both questions user is allowed to proceed further.
OTP over Alternate Email	User will receive a OTP on the alternate email he has configured threw Self Service Console. Once user provides the correct OTP he is allowed to proceed further.

Scroll to the end and click on save.

4. Configure Device Restriction: Restricting access by Limiting the number of devices

Using Adaptive Authentication you can also restrict the number of devices the end user can access the Services on. You can allow end users to access services on a fixed no. of devices. When Device for a policy is enabled, the Enduser's device will be matched to previously registered device for that user. The end users will be able to access services provided by us on this fixed no. of devices of that particular user.

You can configure Adaptive Authentication with Device Restriction in following way:

Go to Adaptive Authentication from the left navigation bar.
Click on Add Policy tab.

Device restriction for Freshdesk: Add Adaptive Authentication Policy

Add a Policy Name for your Adaptive Authentication Policy.

Device restriction for Freshdesk: Add Policy name

Scroll down to Device Configuration section and click on Edit.
Enter the Number of Devices which are allowed to register in field Number of Device Registrations Allowed.

Device restriction for Freshdesk: Add No of registered device

You can enable or disable the Mobile Device Restriction to ensure if the login attempts from mobile devices will be accepted or declined.
Similarly, you can enable or disable MAC Address Based Restriction.

Device restriction for Freshdesk: Enable Mobile/MAC based restriction

Now, scroll down to the Action For Behaviour Change section and click on Edit. Select the action you want to perform if the IP address is out of the range. i.e. Allow, Challenge or Deny.

Device restriction for Freshdesk: Action for Behaviour Change

Scroll to the end and click on save.

5. Configure Location Restriction: Restricting access by Limiting the number of locations

In this restriction method, admin configures a list of locations where we want to allow end-users to either login or deny based on the condition set by the admin. When a user tries to login with adaptive authentication enabled, his Location Attributes such as (Latitude, Longitude and Country Code) are verified against the Location list configured by the admin. And based on this user will be either allowed, challenged or denied.

You can configure Adaptive Authentication with Location Restriction in following way:

Go to Adaptive Authentication from the left navigation bar.
Click on Add Policy tab.

Location restriction for Freshdesk: Add Adaptive Authentication Policy

Add a Policy Name for your Adaptive Authentication Policy.

Location restriction for Freshdesk: Add Policy name

Scroll down to Location Configuration section and click on Edit.

Location restriction for Freshdesk: Add No of registered device

Here, you can Enable Location Registration if User Completes Challenge.
Under Configured Locations, click on Add Location.

In the Enter Location input field, enter the Location Name and then select the correct location from the search results dropdown. Next, select your distance parameter as either KMS(KiloMeters) or Miles under Allowed Radius. For each Location you add, you can choose to either whitelist/allow or blacklist/deny it by selecting the suitable option.
You can click on the Add Location to add more than one location and then follow steps as mentioned above.

Now, scroll down to the Action For Behaviour Change section and click on Edit. Select the action you want to perform if the IP address is out of the range. i.e. Allow, Challenge or Deny.

Location restriction for Freshdesk: Action for Behaviour Change

Scroll to the end and click on save.

6. Configure Time Restriction: Restricting access by Limiting the Time Zones

In this restriction method admin configures a time zone with Start and End Time's for that time zone and users are either allowed, denied or challenged based on the condition in the policy. When an end-user tries to login with the adaptive authentication enabled, his time zone related attributes such as Time-Zone and Current System Time are verified against the list configured by the admin and based on the configuration the user is either allowed, denied or challenged.

You can configure Adaptive Authentication with Time Restriction in the following way:

Go to Adaptive Authentication from the left navigation bar.
Click on Add Policy tab.

Time restriction for Freshdesk: Add Adaptive Authentication Policy

Add a Policy Name for your Adaptive Authentication Policy.

Time restriction for Freshdesk: Add Policy name

Scroll down to Time Configuration section and click on Edit.

Time restriction for Freshdesk: Add No of registered device

Here, you can Enable Time Registration if User Completes Challenge.
Enter the a value in minutes in the input field of Time Difference allowed for Fraud Prevention check (In Minutes). This value allows you to specify some relaxation before your start time and after your end time. (so if the start time is 6 AM and the end time is 6PM with a time difference value set to 30 minutes, then the policy will consider time from 5:30AM to 6:30 PM). If no value is entered in this field, the default value is set which is 15 minutes.

Under Configured Time, click on Add Time. Select a day/days from the Select Days dropdown. From the Select Timezone list, select the timezone. From the Start Time and End Time lists select the appropriate values. For each Time configuration you add, you can choose to either whitelist/allow or blacklist/deny it by selecting the suitable the option.
You can click on the Add time button to add more than one Time Configurations and then follow steps as mentioned above.

Now, scroll down to the Action For Behaviour Change section and click on Edit. Select the action you want to perform if the IP address is out of the range. i.e. Allow, Challenge or Deny.

Time restriction for Freshdesk: Action for Behaviour Change

Scroll to the end and click on save.

7. Enable Restriction for Freshdesk

Go to Policies >> App Login Policy from the left navigation bar.
Click on Edit option against your selected app.

Freshdesk Single Sign-On (sso) edit device restriction policy

Set your application name in the Application and select password as Login Method.
Enable Adaptive Authentication.
From the Select Login Policy dropdown, select the policy we created in the last step and select the required restriction method as an option.
Click Save.

Freshdesk Single Sign-On (SSO) Restrict Access save device restriction policy

How to add a trusted Device

When End-user log in to the self service console after the policy for device restriction is on, he is provided the option to add the current device as a trusted device.

8. Configure Your User Directory (Optional)

miniOrange provides user authentication from various external sources, which can be Directories (like ADFS, Microsoft Active Directory, Microsoft Entra ID, OpenLDAP, Google, AWS Cognito etc), Identity Providers (like Okta, Shibboleth, Ping, OneLogin, KeyCloak), Databases (like MySQL, Maria DB, PostgreSQL) and many more. You can configure your existing directory/user store or add users in miniOrange.

Setup miniOrange as IDP
Setup AD as User Directory
Setup External IDP

To add your users in miniOrange there are 2 ways:

1. Create User in miniOrange

2. Bulk Upload Users

1. Create User in miniOrange

Click on Users >> User List >> Add User.

Here, fill the user details without the password and then click on the Create User button.

After successful user creation a notification message "An end user is added successfully" will be displayed at the top of the dashboard.

Click on Onboarding Status tab. Check the email, with the registered e-mail id and select action Send Activation Mail with Password Reset Link from Select Action dropdown list and then click on Apply button.

Now, Open your email id. Open the mail you get from miniOrange and then click on the link to set your account password.
On the next screen, enter the password and confirm password and then click on the Single Sign-On (SSO) reset password button.

Now, you can log in into miniOrange account by entering your credentials.

2. Bulk Upload Users in miniOrange via Uploading CSV File.

Navigate to Users >> User List. Click on Add User button.

In Bulk User Registration Download sample csv format from our console and edit this csv file according to the instructions.

To bulk upload users, choose the file make sure it is in comma separated .csv file format then click on Upload.

After uploading the csv file successfully, you will see a success message with a link.
Click on that link you will see list of users to send activation mail. Select users to send activation mail and click on Send Activation Mail. An activation mail will be sent to the selected users.

Click on External Directories >> Add Directory in the left menu of the dashboard.

Select Directory type as AD/LDAP.

STORE LDAP CONFIGURATION IN MINIORANGE: Choose this option if you want to keep your configuration in miniOrange. If active directory is behind a firewall, you will need to open the firewall to allow incoming requests to your AD.
STORE LDAP CONFIGURATION ON PREMISE: Choose this option if you want to keep your configuration in your premise and only allow access to AD inside premises. You will have to download and install miniOrange gateway in your premise.

Freshdesk: Select ad/ldap user store type

Enter LDAP Display Name and LDAP Identifier name.
Select Directory Type as Active Directory.
Enter the LDAP Server URL or IP Address against LDAP Server URL field.
Click on Test Connection button to verify if you have made a successful connection with your LDAP server.

Freshdesk: Configure LDAP server URL Connection

In Active Directory, go to the properties of user containers/OU's and search for Distinguished Name attribute.

Freshdesk: Configure user bind account domain name

Enter the valid Bind account Password.
Click on Test Bind Account Credentials button to verify your LDAP Bind credentials for LDAP connection.

Freshdesk: Check bind account credentials

Search Base is the location in the directory where the search for a user begins. You will get this from the same place you got your Distinguished name.

Select a suitable Search filter from the drop-down menu. If you use User in Single Group Filter or User in Multiple Group Filter, replace the <group-dn> in the search filter with the distinguished name of the group in which your users are present. To use custom Search Filter select "Write your Custom Filter" option and customize it accordingly.

You can also configure following options while setting up AD. Enable Activate LDAP in order to authenticate users from AD/LDAP. Click on the Save button to add user store.

Here's the list of the attributes and what it does when we enable it. You can enable/disable accordingly.

Attribute	Description
Activate LDAP	All user authentications will be done with LDAP credentials if you Activate it
Sync users in miniOrange	Users will be created in miniOrange after authentication with LDAP
Fallback Authentication	If LDAP credentials fail then user will be authenticated through miniOrange
Allow users to change password	This allows your users to change their password. It updates the new credentials in your LDAP server
Enable administrator login	On enabling this, your miniOrange Administrator login authenticates using your LDAP server
Show IdP to users	If you enable this option, this IdP will be visible to users
Send Configured Attributes	If you enable this option, then only the attributes configured below will be sent in attributes at the time of login

Click on Save. After this, it will show you the list of User stores. Click on Test Connection to check whether you have enter valid details. For that, it will ask for username and password.

On Successful connection with LDAP Server, a success message is shown.
Click on Test Attribute Mapping.

Enter a valid Username. Then, click on Test. Mapped Attributes corresponding to the user are fetched.

Freshdesk: Fetch mapped attributes for user

After successful Attribute Mapping Configuration, go back to the ldap configuration and enable Activate LDAP in order to authenticate users from AD/LDAP.

Refer our guide to setup LDAPS on windows server.

User Import and Provisioning from AD

Go to Settings >> Product Settings in the Customer Admin Account.

MFA/Two-Factor Authentication(2FA) for miniOrange dashboard

Enable the "Enable User Auto Registration" option and click Save.

MFA/Two-Factor Authentication(2FA) for Enable User Auto Registration

(Optional) To send a welcome email to all the end users that will be imported, enable the "Enable sending Welcome Emails after user registration" option and click Save.

MFA/Two-Factor Authentication(2FA) for Enable sending Welcome Emails after user registration

From the Left-Side menu of the dashboard select Provisioning.

MFA/Two-Factor Authentication(2FA) for User Sync/Provisioning

In Setup Provisioning tab select Active Directory in the Select Application drop-down.
Toggle the Import Users tab, click on Save button.

MFA/Two-Factor Authentication(2FA) for User Sync Active Directory Configuration

On the same section, switch to Import Users section.
Select Active Directory from the dropdown and click on the Import Users tab, to import all the users from Active Directory to miniOrange.

MFA/Two-Factor Authentication(2FA) for User Sync Import Operation

You can view all the Users you have imports by selecting Users >> User List from Left Panel.

MFA/Two-Factor Authentication(2FA) for User List

All the imported users will be auto registered.
These groups will be helpful in adding multiple 2FA policies on the applications.

miniOrange integrates with various external user sources such as directories, identity providers, and etc.

Not able to find your IdP or Need help setting it up?

Contact us or email us at idpsupport@xecurify.com and we'll help you setting it up in no time.

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