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Kayako Single Sign-On (SSO)

Kayako with its adaptable and dynamic helpdesk software can provide you the unforgettable customer experiences to your customers or internal users. miniOrange allows you to setup Single Sign-On (SSO) into Kayako using two standard protocols like SAML 2.0 & JSON Web Token (JWT). Kayako SSO with JWT is achieved by protocol brokering between JWT & SAML. miniOrange allows your users to Single Sign-On into Kayako by verifying Identity with your existing SAML 2.0 compliant Identity Provider and passing JWT tokens to Kayako. Combining the power of Kayako platform with miniOrange IAM platform allows users to quickly & seamlessly log into their Kayako Account. This combination increases employee productivity from day one and also ensures a secure experience with minimal IT overhead.

Connect with External Source of Users


miniOrange provides user authentication from various external sources, which can be Directories (like ADFS, Microsoft Active Directory, Azure AD, OpenLDAP, Google, AWS Cognito etc), Identity Providers (like Shibboleth, Ping, Okta, OneLogin, KeyCloak), Databases (like MySQL, Maria DB, PostgreSQL) and many more.



Prerequisites

  • Login into miniOrange Admin Console.
  • Click on Customization in the left menu of the dashboard.
  • In Basic Settings, set your company domain in Organization Name textfield.
  • Click Save. Once that is set, the branded login URL would be of the format https://<company_domain>.xecurify.com/moas/login
  • 2FA Two-Factor authentication for Kayako : setting up branding

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

1. Configure Kayako in miniOrange

  • Login to miniOrange Admin Console.
  • Go to Apps Click on Add Application button.
  • Kayako Single Sign-On (SSO) add app

  • Under the Choose Application Type, click on JWT.
  • Kayako Single Sign On SSO add app

  • In Add Apps tab enter the values and click on Save.
  • Kayako Single Sign On SSO add app

    Custom Application Name Choose appropriate name according to your choice.
    Description Add appropriate description according to your choice.
    Redirect-URL https://.kayako.com/Base/SSO/JWT/?type=(agent-or-customer)&action=(dynamic url)&jwt=
    Group Name Default
    Policy Name Add policy name according to your Preference.
    Login Method Password.
  • Edit your recently created App by going to Apps >> Select option under Action dropdown >> Edit.
  • Kayako Single Sign-On SSO edit-button

    Kayako Single Sign-On SSO edit-button

  • Choose the Signature Algorithm as HS256
  • Click on Save
  • Now, You can access Kayako Account Using IDP credentials through the Single-sign-on URL

2. Setup SSO in Kayako

  • Sign in to the admin area.
  • Choose either the 'Agents' or 'Customers' tab at the top. The configuration options will be the same for both types of users.
  • On the Security section in the sidebar, click Authentication.
  • Add the login URL for your remote system to the Remote login URL field. https://brandingtest.miniorange.in/moas/broker/login/jwt/{customer-id}
  • From the Authentication drop-down list, select 'Single sign-on (JWT),' which will open up another set of configuration options.
  • Paste the token you've created for Kayako into the Shared SSO secret field.
  • Add the logout URL for your remote system to the Remote logout URL field. https://brandingtest.miniorange.in/moas/broker/login/jwt/logout/18462?client_id=vHm65fYQ0cSdXTLz&redirect_uri={your-application-logout-url}
  • Click the Save button to save the changes.
  • Enter a short, descriptive name for your remote authentication service in the Remote system name field.
  • Kayako JWT Single Sign-On (SSO) agents

3. Configure Your User Directory

miniOrange provides user authentication from various external sources, which can be Directories (like ADFS, Microsoft Active Directory, Azure AD, 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.



  • To add your users in miniOrange there are 2 ways:
  • 1. Create User in miniOrange

    • Click on Users >> User List >> Add User.
    • Kayako VPN 2FA : Add user in miniOrange

    • Here, fill the user details without the password and then click on the Create User button.
    • Kayako MFA: Add user details

    • After successful user creation a notification message "An end user is added successfully" will be displayed at the top of the dashboard.
    • Kayako Two-Factor Authentication: Add user details

    • Click on On Boarding 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.
    • Kayako 2FA: Select email action

    • 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.
    • Kayako Multi-Factor Authentication: Reset user password
    • 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.
    • Kayako 2FA: Add users via bulk upload

    • In Bulk User Registration Download sample csv format from our console and edit this csv file according to the instructions.
    • Kayako Two-Factor authentication: Download sample csv file

    • To bulk upload users, choose the file make sure it is in comma separated .csv file format then click on Upload.
    • Kayako 2FA : Bulk upload user

    • 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.
  • Kayako 2FA: Configure User Store

  • Select Directory type as AD/LDAP.
  • Kayako 2FA: Select AD/LDAP as user store

    1. 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.
    2. 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.
    3. Kayako Two-Factor Authentication : 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.
  • Kayako MFA/2FA: Configure LDAP server URL Connection

  • In Active Directory, go to the properties of user containers/OU's and search for Distinguished Name attribute.
  • Kayako MFA: 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.
  • Kayako MFA: 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.
  • Kayako 2FA : Configure user search base

  • Select a suitable Search filter from the drop down menu. To use custom Search Filter select "Write your Custom Filter" option and customize it accordingly.
  • Kayako MFA/2FA : Select user search filter

  • 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.
  • Kayako MFA : Activate LDAP options

    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.
  • Kayako 2FA: Test AD/Ldap connection

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

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



4. Test SSO Configuration


Using SP Initiated Login

  • Lets say you have configured miniOrange as your userstore.
  • On accessing the Single sign-On URL as mentioned in the second step, you will be asked for miniOrange credentials.
  • Kayako Single Sign-On (SSO): miniOrange Login

  • On entering the valid credentials, you will be successfully logged into Kayako.
  • Kayako Single Sign-On (SSO): Kayako Login

Using IDP Initiated Login

  • Log into miniOrange IdP using your credentials.
  • On the End User-Dashboard, click on the Kayako application configured, to test the SSO flow.
  • Kayako Single Sign-On (SSO): verify configuration

  • You will be successfully logged into Kayako.
  • Kayako Single Sign-On (SSO): Kayako Login

Using SP Initiated Login

  • Lets say you have configured Okta as IDP.
  • On accessing the Single sign-On URL as mentioned in the second step, you will be asked to enter your Okta credentials.
  • Kayako Single Sign-On (SSO): miniOrange Login

  • On entering the valid credentials, you will be successfully logged into Kayako.
  • Kayako Single Sign-On (SSO): Kayako Login

Using IDP Initiated Login

  • Log into Okta using your credentials.
  • Click on Admin to access the Admin Console, then click on Applications.
  • Click on Add Application and search for "Bookmark App", and Click Add in the left pane.
  • Choose an app name of your choice which will be the display name.
  • In the URL section, enter the SSO URL that is given in the JWT app.
  • Kayako Single Sign-On (SSO): Kayako add bookmark app

  • Click on Save.
  • On the End User-Dashboard, click on the Kayako bookmark application configured, to test the SSO flow.
  • Kayako Single Sign-On (SSO): verify configuration

  • You will be successfully logged into Kayako.
  • Kayako Single Sign-On (SSO): Kayako Login



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