WordPress Integration for Freshdesk with Single Sign-On (SSO) & Support Ticket Creation

Freshdesk is an omnichannel customer service software that brings all your customer conversations together in one place, whether it's email, phone, live chat, social or WordPress. By integrating WordPress with Freshdesk, you can help your support team by automatically converting new comments into Freshdesk tickets they can monitor and respond to instantly.

Our WordPress Freshdesk Support and SSO Integration plugin enables you to create and customize Freshdesk support tickets using a widget on your WordPress website. It also provides Single Sign-On (SSO) support for agents as well as contacts with the added functionality of converting WordPress comments into support tickets, eliminating the need for manual conversion of comments into tickets by your agents.

Features of WordPress Freshdesk Support and SSO Integration Plugin

1. Auto Ticket creation from WordPress comments: With the help of WP Freshdesk Support and SSO Integration plugin, WordPress comments can be automatically converted to tickets, easing the process for your team to respond to user comments from within Freshdesk.
2. Customizable Freshdesk Support widget: The plugin allows embedding the Freshdesk support widget into your WordPress site and customizing it according to your requirements.
3. Single Sign-On Support for agents and contacts: Both agents and contacts will be able to securely access the SP site using their WordPress credentials (SSO), providing them hassle-free authentication.
4. Attribute/Role Mapping: Relay default or custom user profile attributes from WordPress to Freshdesk to maintain user data consistency across applications.

Guide to Configure WordPress Freshdesk Support and SSO Integration Plugin

Prerequisite: Download and Installation

To integrate the WordPress site with Freshdesk support, you need to install the WP Freshdesk Support and SSO Integration plugin.

Step 1: Integrate Freshdesk Widget on the WordPress site

• Login into your Freshdesk site as an admin.
• Navigate to Profile settings and copy the API key as shown below. This will be used to convert WordPress comments into Freshdesk support tickets.



• Go to Admin and select Widget under Channels option.



• Click on Create a new widget.



• Give the widget a suitable name and click on Create.



• You can customize the widget according to your requirements under the Appearance tab.



• Click on Save.
• Now, go to the Embed Code tab, and copy the widget code. This will be required to embed the widget into your WordPress site.

Step 2: Embed Freshdesk Support Widget into WordPress

• Go to the Freshdesk Integration tab of the WP Freshdesk Support and SSO Integration plugin.
• Paste the Freshdesk API copied earlier and provide your Freshdesk URL.



• Paste the Freshdesk Widget Code copied earlier and click on Save.



• Copy the shortcode highlighted by blue in the above image.
• Edit the page/post you want to insert the Freshdesk support widget in, and paste the shortcode.



Note: To set up Freshdesk SSO with WordPress, you can follow the steps given here.

Additional Resources

• Setup WordPress Freshdesk SSO
• SSO using WordPress as IDP
• WordPress SAML IDP Plugin
• What is Single Sign-On (SSO)?
• What is SAML?
• Frequently Asked Questions (FAQs)