The LDAP Usersource allows you to connect your LDAP directory to manage your users or agents. It enables them to log in to Deskpro using their LDAP credentials.

You can also sync additional data from LDAP into custom user fields and automatically assign users to User Groups based on values in their LDAP profile.

LDAP extends the existing username and password log in fields.

Configuring your LDAP Usersource

To set up LDAP authentication:

To set up LDAP for agents, go to Admin > Agent > Auth & SSO.
To set up LDAP for users, go to Admin > CRM > User Auth & SSO.

Under Add Authentication, hover over LDAP Authentication and click Add.

Screenshot showing how to add a new LDAP Authentication usersource

In the configuration form, enter the following information:

Friendly Name – A simple name to identify the LDAP User Source in Deskpro.
Server
- LDAP Server – The address of the LDAP server and its port.
- Connection Security – SSL or TLS connection encryption.
Base DN – The base DN to begin your search. All users must be beneath this DN.
Account Filter Format – Defines a custom filter format when querying for users.
Service Account – The full DN and password for an account that can query LDAP.
Disable SSL certificate validation – Enable this if you are using a self-signed certificate.
Sync profile pictures if they are set in the directory – Enable this to sync profile pictures from your LDAP directory to Deskpro.
LDAP
- Enable LDAP Paging – If your LDAP server supports paging, enable this to prompt the sync to use paging.
- LDAP Size Limit – Sets the maximum number of objects requested from the LDAP server.

Test your LDAP connection using Test Settings. If the test is successful, click Save to apply the configuration. Screenshot of LDAP configuration form with example data

Filtering user records

You may want to limit who can log in through this method. If you can’t adjust the Base DN to narrow the scope, add a filter to restrict users based on values in their profile response.

Note

If you can’t configure filters to match the exact users you want to include, you can install multiple versions of the LDAP Usersource to change the Base DN or apply different filters.

Screenshot of filter field in LDAP configuration

Auto Agent and Login Actions

To fully automate adding new agents and users through LDAP, enable Auto Agent and Login Actions.

Auto Agent automatically creates an agent account when a user logs in through the Agent LDAP User Source.

If this feature is not enabled, the agent will not be able to log in unless their account already exists in Deskpro.

Screenshot of the Auto Agent feature in LDAP configuration

Login Actions automatically assign agents or users to a Permission Group or User Group. Assignments can be based on the Usersource they log in under or a defined filter.

This ensures that agents and users receive the correct permissions when they first log in, without requiring manual setup.

Screenshot of the Login Actions feature in LDAP configuration