Integrating Freshdesk into single-sign on

gctools-outilsgc / concierge

OAuth2 and OpenID microservice used for handling user registration, login and SAML2 SSO

https://account-compte.gccollab.ca

European Union Public License 1.1

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Integrating Freshdesk into single-sign on #45

Closed klecuyer closed 6 years ago

klecuyer commented 6 years ago

We will need to conduct research behind how to integrate Freshdesk into the single account service and what this will look like on the front/backend.

Things to consider:

the ticketing process and solutions (help articles)
separating tickets by platform/'app'. Creating a separate repo/page for each service isn't necessarily sustainable as our suite of services continues to grow. Investigate other alternatives to organize incoming tickets and outgoing help articles
how this will impact platforms not yet connected to the single sign-on (GCpedia, GCconnex)

@LemieuxGen @cdegrass @KevinChagnon

markwooff commented 6 years ago

I believe @KevinChagnon had some preliminary discussions with the FreshDesk folks about being able to integrate our Single Sign-On. It would be amazing to have the same user from our GCcollab Account able to post an issue into FreshDesk without creating another account.

klecuyer commented 6 years ago

@markwooff agreed. Right now a lot of these existing account service issues are around confusion with Freshdesk. Unfortunately it's hard to track because we're not going to add another Freshdesk ticket type for 'Freshdesk problems' (haha). It just adds another layer of confusion to users. They end up requesting a password from Freshdesk thinking its GCcollab/GCconnex. Or they submit a ticket for help and get an instant reply saying 'Create your Freshdesk account'. No matter how explicit we are in the email, they get very confused and from a UX perspective I totally understand why.

MGoodberry commented 6 years ago

Workflow @markwooff Workflow Freshdesk (1).jpg

markwooff commented 6 years ago

Freshdesk integration has been added as part of the GCcollab Account. Users may now use the same account for Freshdesk as they do for GCcollab/wiki/message.