Single Sign-on (SSO)

This is a bit in addition to my other "idea" at https://talk.trengo.com/t/h7hh5xk/customer-portal-with-support-tickets

As I told before we are currently using Zendesk, and are thinking about migrating to Trengo for the simple fact that your a dutch startup and Trengo got some feature I really, really like.

In our current setup we use SSO to let customers automatically sign on to their customer portal. We develop a SaaS product and the admins of this software have access to our support center. We're doing this with SSO so they can just click a button in our backend to go to the portal where they are signed in without even having to think about it.

Because they automatically sign in we have a widget in our backend from which they can access the private knowledge-base which is only accessible for our customers.

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  • Thanks for sharing ! We are currently researching the SSO feature for agents, but I must be honest. But my guess is that if your other feature is released, with the API, it should be possible to attach it to the SSO for their portal. I will keep track of both posts and keep you updated about its possiblities. 

    Like 1
      • Eduard
      • Eduard_Wustenveld
      • 10 mths ago
      • Reported - view

      Tamara Berner Is there any news on this feature? It has been a year ago now. Our customers are really anxious for this to be released. Because that way we have more control over who can access our help center from within our own software.

      We now use a workaround by posting the password from within our software to the help center. But the help center then return to our own software, so we to redirect them again. This is really, as they call it in dutch, "houtje touwtje" and not the way we want to work.

      I hope you can give us good news

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  • We would also really like an SSO option. Two examples of why this is needed:
    Our users would need to remember fewer passwords.
    When blocking users, we would only need to do that in one place.
    This is as much a convenience feature as a safety feature.

    Looking forward to an update.

    Like 2
  • Hi - this is really important to Trengo to scaled use cases. We will have 70 users to maintain

    Like 2
    • Eduard
    • Eduard_Wustenveld
    • 1 mth ago
    • Reported - view

    Is there any news about this subject? Our customers still cannot easily go to the Help  Center. I used to post a password to a url so users didn't have to know the current password to the help center. This worked great but a few months ago something change in Trengo and this doesn't work anymore. Someone from support tried to help me but he couldn't do anything about it.

    I really want to integrate our platform to have a more seamless experience for our users. So they can just press "Help Center" en be logged in with SSO.

    Or better yet, that the widget can use Help Center with a password so I can just add a help center widget in their admin environment. But this still isn't possible, I can choose the Help Center in channel but the widget stays empty.

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      • Charlotte Beenen
      • Product Support Specialist
      • Charlotte_Beenen
      • 1 mth ago
      • 1
      • Reported - view

      Hi Eduard ! There is currently no update on this topic yet but thank you for commenting on it again. I read that you would really like to have a password protected Help Center on your widget and I see that you have already shared this idea too here

      I read that your Help Center is currently not working in your widget (it stays empty). Could you please contact our support team to assist you with this? You can start a chat, send us a WhatsApp message (0850013030), or send an email (team@trengo.com) to get some help!

      Like 1
      • Eduard
      • Eduard_Wustenveld
      • 1 mth ago
      • Reported - view

      Charlotte Beenen I contacted the support team about this last year, but it was never solved.

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      • Charlotte Beenen
      • Product Support Specialist
      • Charlotte_Beenen
      • 3 wk ago
      • Reported - view

      Eduard I see you have been in contact with our support team after posting this and that they have shared a possible alternative for you while your requests are taken into consideration.

      We will update you here on the posts if there are any developments concerning your requests! If you do still have any questions, feel free to contact us again! 

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      • Eduard
      • Eduard_Wustenveld
      • 3 wk ago
      • Reported - view

      Charlotte Beenen They shared an alternative indeed but that only works with a Help Centre that's not password protected. It's just an iframe on a website, that's not a real integration like SSO.

      For our roadmap / suggestions / changelog we're using Feedbear now and they created a SSO solution almost immediate after users asked for it. The implementation was easy and now our customers can login on the roadmap / suggestion / changelog application by just clicking a link.

      We really, really, really wish to offer our customers the same smooth experience when using the Help Center. We have created a workaround for it by posting the password through an invisible form, and that worked good enough for the time being. But Trengo changed the Help Center code / login procedure a few months ago so users are being send back the first time they try to go to the help center. They have to click twice to get access now :-(

      The first click posts the password to login, the second click gets them into the help center. This is because Trengo does something after a login and sends people back to the referer url. A solution can be to optionally post a referer url with the form, so you can determine where someone goes after the login. That is how Zendesk also worked, that way you can create a link with password-post that leads a user directly to a specific article.

      More and more people are getting frustrated at us right now because they cannot access the Help Center a normal way anymore because of this change in Trengo. I explain to them that this is because of a bug in Trengo, but it's been a few months now en "mensen pikken het niet meer".

      So we really, really, really need SSO right now :-(

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    • Eduard
    • Eduard_Wustenveld
    • 5 days ago
    • Reported - view

    Does anybody know other great, affordable software for setting up a Help Center and integrate it with a ticketsystem? We used Zendesk before Trengo, but paying €80,- per account is way too much. I'm on the lookout for good software for putting up a private selfservice Help Center, with context-sensitive search possibilities that I can integrate directly within our own platform.

    After two years I know Trengo is not the way to do this, and I don't really think there will be any updates on this in the near future. So if somebody knows a great alternative so we help our customers out I would greatly appreciate it.

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