Integration Hub Freshdesk LCM

Configure life cycle management for Freshdesk

About Freshdesk

Freshdesk is customer support software that helps businesses improve customer support and communication. It focuses on managing customer inquiries, tickets, and feedback via multiple communication channels and offers a ticketing system, automation, and reporting to facilitate customer issue resolution.

By integrating Freshdesk with ManageEngine Identity360, you can enable the following life cycle management capabilities:

  • Identity synchronization  

    Import and synchronize user accounts, skills, agent groups, and roles from Freshdesk into Identity360, manage their identities in Universal Directory, and sync them to other directories and applications. This enables admins to oversee all user-related actions from a single console.

  • Provisioning  

    Provision and modify users' access and account attributes across enterprise applications based on their role changes in Freshdesk. Provisioning and orchestration eases onboarding and life cycle management, boosting productivity and efficiency.

  • Access management  

    Manage the roles and permissions of users in Freshdesk from the Identity360 portal. Enforce least privilege and reduce security risks by granting users only the permissions they need to perform their jobs.

Provisioning features supported

  • Creation: Automatically set up a new user account in Freshdesk via provisioning when a user is created in Identity360.
  • Modification: Modify user attributes and roles in Freshdesk and as and when their profiles get modified in Identity360.
  • Deletion: When a user is deprovisioned through Identity360, the user account will be automatically deleted in Freshdesk.
Note: Once you enable provisioning for Freshdesk, user creation, modification, or deletion will automatically happen as and when users are created, modified, and deleted in Identity360.

The following steps will help you configure the supported life cycle management capabilities for Freshdesk from Identity360.

Prerequisites

  1. Log in to Freshdesk as an admin or as a user with admin privileges.
  2. Copy the Sub Domain name from the URL. For instance, if the URL is mars.freshdesk.com, then mars is the subdomain name.
  3. Click the Profile icon and select Profile settings.
    Freshdesk portal viewThe portal view of Freshdesk
  4. Copy the value from the Your API Key field.
    Freshdesk profile settingsThe profile settings of Freshdesk

Identity360 configuration steps

  1. Log in to Identity360 as an Admin or Super Admin, or Technician with a role that has Application Integration permission.
  2. Navigate to Applications > Application Integration and click Create New Application.
  3. Select Freshdesk from the applications displayed.
    Note: You can also find Freshdesk from the search bar located at the top.
  4. Under the General Settings tab, enter the Application Name and Description, if necessary.
  5. Under the Choose Capabilities section, select the capabilities you wish to enable, and click Continue.
    Identity360 application configuration general settingsGeneral settings of LCM configuration for Freshdesk
    Note: If you select Provisioning or Access Management, the Import/Sync option will automatically be enabled. This is because the data imported or synchronized from an application is used for provisioning and access management capabilities.
  6. Under the Integration Settings tab, select a suitable connection for Freshdesk from the drop-down under the Application Connection section. If there are no preconfigured connections, click Create New Connection to set up a new connection.
  7. Click Save to complete configuring Import/Sync, Provisioning, or Access Management for the application.

Application connection

An application connection is a link established between Identity360 and Freshdesk to automate the process of syncing, creating, updating, and deleting user accounts in Freshdesk. This ensures that user accounts and roles are consistently managed and synchronized between Identity360 and Freshdesk.

Steps to create a connection with Freshdesk

  1. After giving application-specific details, navigate to the Integration Settings tab and click Create Connection.
    Note: Alternatively, you can create and manage application connections by navigating to Applications > Application Connection > Create New Connection > Choose Freshdesk from the Application drop-down.
    New application connection creation for FreshdeskCreating a new application connection for Freshdesk
  2. In the configuration pane, enter the Connection Name.
  3. Paste the Subdomain name copied from step 2 of the prerequisites in the Sub Domain field.
  4. Paste the value copied from Your API Key section during step 4 of the prerequisites in the API Key field.
  5. Click Authorize. In case of any issues with establishing the connection, follow the steps for resolution here.
    Connection configuration for FreshdeskConfiguring a connection for Freshdesk
  6. You can test if the connection is active by clicking Test or reestablish the connection by clicking Reconnect.
    Connection test for FreshdeskTesting the connection to Freshdesk
  7. Click Save to complete the application configuration.

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