Gladly supports standard Secure Assertion Markup Language (SAML) 2.0 integration with any enterprise Identity Provider to provide Gladly single sign-on (SSO) access. We have internally tested against the following enterprise Identity Providers:
Azure Active Directory
Active Directory Federation Services (ADFS)
Google
Once activated, your users are redirected to the Identity Provider of your choice to complete their login process. Once logged in, they can access Gladly (along with all the other services and applications under your Identity Provider) without entering separate login credentials.
SSO is a faster and more efficient way for users to log into the various systems and applications they need daily, making managing user access to those systems more secure and efficient. Once a user is authenticated against your system, you can grant them access to as many resources within (or outside) your firewall. It also streamlines the deactivation of accounts configured as SSO. In addition, SSO allows you to implement 2FA, MFA, Two-Factor Authorization, and other security layers for a more secure system.
The use of SSO for Gladly requires several configuration changes in both Gladly and your Identity Provider. More specifically, we’ll need the metadata XML file that describes how your Identity Provider is set up. This contains information that allows Gladly to verify that SSO responses are coming from your Identity Provider.
Take note of the following before you activate SSO:
Activate SSO in Gladly by toggling the Use SSO option in the Activate Single Sign-On setting page.
Add/upload all of your users to Gladly once you configure Gladly with your SSO provider.
Note – Only upload users to Gladly once SSO is activated.
Users you need to add in the future must be added to Gladly first, then given SSO access via your provider.
9. Paste the Metadata URL in the Fetch metadata from URL field, then click Save. This generates the Metadata XML. Return to the SSO configuration page for your Gladly application. From the Azure Active Directory console, go to Azure Active Directory > Enterprise applications > Gladly application > Single sign-on. Click Upload metadata file from this page.
10. Click on Upload metadata file.
11. Click Upload and select the metadata from the Activate Single Sign-On settings page in Gladly.
12. Click Save.
Success! SAML SSO is now configured. You can begin adding users to Gladly so they receive an invitation to access Gladly.
Keep clicking Continue; all other settings should be left to the default setting.
When you are done, follow Turn on your SAML App directions to grant the users access to SSO. Then, make sure to add users to Gladly so they receive an invitation to access Gladly via SSO.
If you get a 403 app_not_enabled_for_user, error this means the user account doesn’t have permission in Google Workspace, even if it has been granted in Gladly. Do the following to fix this error.
From the Google Workspace Admin console homepage, go to Apps > Web > Mobile Apps.
Find Gladly in the app list and click it to open the Settings page.
Click User access.
Turn the app On for everyone in the organization who needs access to Gladly.
From the Single Sign-On page, click the Allow SSO toggle.
Paste the Metadata URL from step 11 in the Fetch metadata from URL (upon Save) field.
Click Save.
Go to Gladly Hero > Settings > Users. Add the same users from Step 10 to Gladly. Since SSO has been activated, they do not need to activate their Gladly account through the email invitation they receive.
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