Enabling social and business single sign-on (SSO)

Fastpath: Admin Center > Account > Security

You can provide your users with more options for signing in to Zendesk Support by allowing them to use their existing social and business accounts. Social sign-ins include Facebook and Twitter, and business sign-ins include Google and Microsoft. Agents and admins can only use business single sign-on. For other types of single sign-on options, see Single sign-on (SSO) options in Zendesk.

This article covers the following topics:

• How social and business SSO works
• Enabling social and business SSO

Related articles:

• Allowing multiple sign-in methods for team members and end users

How social and business SSO works

Social and business single sign-on allows end users to access Zendesk using their Facebook, Twitter, Google, or Microsoft accounts. When you enable the SSO methods, a sign-in button is added to your Help Center page.

Agents and admins only have access to either Google or Microsoft SSO methods. If Google or Microsoft is also enabled for end users, agents and admins can use the sign-in button on the Help Center page. If the method is not enabled for end users, agents and admins must click the Switch to agent sign-in link to use SSO.

Your users' social and business account sign-in credentials (username and password) are never shared with Zendesk. Only the primary email address contained in the social and business account is shared.

When you enable social and business SSO options, a user's first authentication process will follow the sequence below:

1. Users select one of the social or business sign-on options on your Zendesk account sign-in page.
2. Users will be redirected to their social or business sign-in page and must enter their credentials.
   Note: If users are signing in with Microsoft, they can also use their Office365 credentials.
3. If the credentials are valid, users will be redirected back to your Zendesk Support account.
4. Zendesk will prompt the user to add an email to use as a contact.
5. If the email address matches a user's email address in Zendesk, Zendesk will ask the user to enter their Zendesk password. After validated, the contact information is added to the user's profile.
6. If the email address does not match a user in Zendesk, a new user will be created, and Zendesk will send a verification email. If the user is a duplicate of a pre-existing Zendesk user, you can merge the users (see Merging a user's duplicate account).

   If your Zendesk account is closed or restricted, and a user tries to sign in with a business or social account email that does not exist in Zendesk, their request to authenticate will be rejected. To enable a user to sign in with a social or business account that uses a different email, you will need to add the account email as a contact in Add contact on their user profile.

   

   For more information on modifying a user's profile, see Updating your user profile and password.

   After the one-time authorization is completed, the user is seamlessly signed in to Zendesk. On subsequent visits, if the user is already signed in to the account, they will be immediately signed in to Zendesk after they click the associated social or business sign-on button. If they aren't already signed in with the social or business account, they will be prompted to.

Enabling social and business SSO

You can enable social and business SSO without any custom configuration. End users can use Twitter, Facebook, Google, and Microsoft. Agents and admins can only use Google or Microsoft.

To enable social and business SSO

1. Open the password security settings for team members or end users.
   • In Admin Center, click Account in the sidebar, then select Security > Team member authentication.
   • In Admin Center, click Account in the sidebar, then select Security > End user authentication.

     The End users command is not available until you activate the Help Center. See Getting started with Guide.

2. Select each of the SSO options you want to enable.
   • For team members, select Enable external authentication to display your business and SSO options.
   • For end users, you have a choice of social login or SSO options.
3. Click Save.

The sign-in links appear on your Help Center sign-in page.