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title: Freshservice Access Requirements
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## Why do we need access to your Freshservice Instance?

The bot will directly perform actions in Freshservice to create, update, and query information about tickets.

## Freshservice Permissions

The Moveworks service interacts with your Freshservice platform so that the bot can:

* monitor tickets for autonomous resolution;
* reach out to an employee when a ticket needs the employee's attention;
* create tickets to log issues the bot has resolved autonomously;
* create tickets for issues that require an agent's attention;
* load Freshservice forms so that the bot can serve them to employees; and
* read the Freshservice user roster so that the bot can log and assign issues appropriately.
* read and index knowledge base articles to serve to users in your Moveworks bot.

### What is this account used for:

A dedicated **service account** in Freshservice allows the Moveworks service to read and update tickets, and read users, forms, and knowledge articles.

## Access Requirements

### 1. Create Custom Moveworks Admin Role

To grant the necessary roles, Agent Role titled "Moveworks Admin" and check the following boxes in the following two sections under *Permissions and Scope*:

* **View Tickets**
  * ***Send reply to a ticket***
  * Edit ticket properties
  * Create and Edit Tasks in Tickets
  * View or Edit time entries
    * Edit everyone's time entries
  * Scope: Global Access
* **Administration**
  * Perform Operational Admin actions
    * Manage Agents
    * View Requesters
      * Assume Requester Identity
    * View Department
    * Create/Edit Service Items/Service Category
* **Solutions**
  * View Solutions Tab
    * Manage Solution Categories & Folders

### 2. Create Service Account

Create a new ***Full-Time*** agent account for the Moveworks bot and assign the "Moveworks Admin" role. Please note that the timezone for this account should be: **(GMT+00:00) UTC**

### 3. Connector Configuration

Leverage the following details to configure your connector in Moveworks Setup.

* **API key** of this account
* **Freshservice domain/URL** (i.e. `https://customer.freshservice.com`)
  * Even if you have a custom CNAME, Moveworks requires the actual domain for the integration.

## Service account in test/dev

If you have a Freshservice sandbox instance, replicate the above steps to create a service account in the sandbox. Otherwise, create **a test group** named "*Moveworks - test*" in your Freshservice instance to utilize for testing.