Understand Single Sign-On and How It Can Make Your Help Desk More Secure

What is Single Sign-On (SSO)? This question is quickly gaining popularity these days due to the increased importance of cybersecurity. Digital is not just a business option anymore; it has become a way of life. Prior to the digital revolution, we were only exchanging words and paper documents. Now we make virtual exchanges too. Moreover, we are transmitting 59 zettabytes of data through Internet of Things (IoT) devices per year! For us, that means a lot of customer data is being created, processed, shared, and stored. But for malicious hackers, it unfortunately means a lot of data can be stolen, especially during health, social, and economic crises.

The numerous turbulences of 2020 have threatened to reshape our daily lives, thus driving focus away from security measures and creating ideal circumstances for hackers. . Last year alone there were at least 16 billion stolen records! On a global level, the number of companies that have experienced a data breach is higher than ever!

Additionally, the massive shift towards digital business practices, coupled with a lack of quality and secure digital tools, has only made data breaches easier. However, this doesn’t apply to companies that took their data protection efforts seriously and explored the benefits of Single Sign-On security. Moreover, Single Sign-On doesn’t protect your customer data, it also ensures that you follow all the data protection rules nationally and globally!

Let’s explore more and discover how incorporating Single Sign-On security as a part of your customer support strategy drastically increases your database safety!

1. What is Single Sign-On?

Do you ever use your Facebook, Google, or LinkedIn account to log into apps or business websites? These platforms act as independent and complete SSO providers, or portals to all of your third-party interests. The same technology also applies to the customer support industry.

Single Sign-On security technology calls for a centralized authorization system and identity provider that only requires one set of login credentials to access multiple customer support software features. Instead of having tons of passwords to log into AI chatbot, ticketing system, or live chat, you can access all of them with one username and password for help desk. The beauty of this authorization system lies in its simplicity, especially from an end-user perspective!

Single Sign-On eliminates the risk of losing one of the passwords and not being able to start your support work on time. It also negates the need to log in and log out each time you switch support features. That would be a nightmare for support reps, right?

In order to enjoy all Single Sign-On benefits, you need to have the right customer support help desk first! SSO loses its magic if you have support features from different providers.

2. How does Single Sign-On security work?

While it may be easy to understand what SSO security is, understanding the logic behind it can be harder. However, it is possible!

Here is a breakdown of the SSO process for both experts and amateurs alike! You just need to follow the next steps:

  • Login detector  When you try to gain access to a certain platform, the Single Sign-On security will first scan your attempt to determine if you are already logged in. If you are, then you should automatically be able to access what you came for.
  • SSO login portal: If you aren’t logged in, you will see an SSO login form to fill credentials. They can include your email, username, and the password you used to set up your account.
  • Authorisation: The next step is authorisation, which is when the Single Sign-On security checks your credentials against your company’s database to determine whether or not access can be granted.
  • Allowed access: Once your login details are confirmed to be accurate you’ll be able to complete any support action you wish.
  • Tracking: To ensure that your login details and allowed accesses are up to date, the Single Sign-On security technology adds a tracker to your actions.  Thus you can easily be found and your access can be restricted or expanded to include more help desk functions accordingly.

You can stay logged in for a certain amount of time, but once you log out will need to  to restart the whole SSO process to get back in!

3. Single Sign-On Security Benefits

Now that you’re more familiar with Single Sign-On security and its functions, let’s see how it can benefit your business!

1. Higher data security

It is important to keep in mind that passwords, usernames, and emails are the main hackers’ targets. Every employee or customer login is an opportunity for a hacker to pass the entry to your database. Once data gets into their hands, you can only hope for minimal damage, as a single data breach can cost you millions of dollars!

Another danger is that when you have multiple apps and multiple logins the majority of people (59%) use the same username and passworWho can blame them? I to blame them as it is extremely hard to remember all of your login details. Why go through all this trouble when there is an advanced security technology that can take care of it for you? n for multiple logins that practice is increasing drastically increases the chances for a data breach! If cybercrimiout  figure out one password/username combination, they will log in everywhere they can. Single Sign-On security reduces these kinds of cyberattack opportunities by only offering one login requirement! In fact, having one authorised set of credentials not only improves support security, but also protects the overall enterprise!

In addition, the benefits of SSO technology reach beyond just improving your company’s security. This feature also saves your employees time as they won’t have to remember multiple different usernames and passwords, lookup information for multiple accounts, etc. Thus your employees can become more productive! Furthermore, SSO allows for automatic logins that exponentially speed up the entire login processoratinggThus, with this tech solution you can cross both security and efficiency improvements off your to-do list.

2. Reduced IT costs

Single Sign-On security saves money and time in regards to the IT department. When users are unable to recall their multiple login credentials, they call IT for a reset. What a headache! Not to mention that your IT experts are likely stopping other important work, such as stopping cybercrime, to respond to each password reset request. This is not ideal!. It also means that you will have a ton of customer tickets that will keep piling up.

The more customer tickets, the more work for your support reps as well! Instead of committing to complex issues they will need to deal with these repetitive tasks. An advanced Sign-On security tech would enable your customers to reset their passwords by themselves! Can you imagine how much this could speed up your support processes? Not to mention that your IT experts would be able to avoid repetitive tasks like this and focus on other meaningful work.

3. Improves customer and employee experience

When your customers and employees see that it is easy to sign-up and log in through the SSO portal they will be more likely to do so! Single Sign-On security reduces the cognitive burden by asking only for important personal details to allow multiple accesses. SSO processes are convenient, transparent, and fast. They save everyone time while eliminating stressors.

4. Compliance SSO benefits

Single Sign-On security aids in complying with data protection laws too.  Regulations such as the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) require maximum data security and SSO is the perfect choice to meet their requirements. Similarly, Sarbanes-Oxley demands thorough IT documentation and proof that adequate security methods, such as Single Sign-On security, have been put in place. SSO is widely accepted as a great security method because it has a built-in login that allows allows tracking, which ensure maximum protection!

4. How to add Single Sign-On security to your help desk

Well, this one is easy! You need to find a help desk that provides advanced management and is secure and in compliance with current data laws. Then the only thing to complete your CRM manager role:

  • Create a list of necessary applications and decide which one will be part of your help desk software
  • Check if  our help desk offer includes Sing e Sign-On security - the most popular enterprise solutions are Okta, Auth0, OneLogin, and Microsoft Azure Active Directory.
  • Assign roles and tasks to your support reps and allow accesses accordly
  • Define the main identity source of users, such as IP address, to enable authorisation
  • Decide on user groups to facilitate authorisation processes

Now put all of these in a document to create your SSO policy and you can rest assured that your help desk will become more secure!

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