Freshdesk Access Requirements

Why do we need access to your Freshdesk Instance?

The service account created in your Freshdesk instance will perform create, update operations on behalf of end users as well as notify end users on ticket related updates.

The Moveworks Service interacts with your Freshdesk platform so that the bot can:

• Monitor tickets for autonomous resolution
• Identify end users/employees
• Create tickets for issues that require an agent’s attention
• Reach out to an employee when a Freshdesk ticket needs the employee’s attention (via ticket comments)

Access Needs

Moveworks needs the API key to authenticate with the Freshdesk instance which is tied to the service account

Permissions Overview

Ensure the service account has the following permissions so we are able to perform necessary operations with the bot

Tickets

• Create and update tickets
• Read tickets
• Add notes
• Scope : Global Access

User Administration

• Read Requesters (Users)
  • Assume Requesters Identity
• Read Assignee Groups

Setup Overview

After setup is complete, provide the following information to your Moveworks CS team:

• API key
• Freshdesk Domain (i.e. https://customer.freshdesk.com)

Configure the Connector

• Go to the Connectors module in Moveworks Setup, by clicking on Manage Connectors under Core Platform, and then click on System Connectors. click on Create. We need to create the FreshDesk Connector.

• Search for the FreshDesk System here

  

• Add the Hostname and the API key which was generated here

  

• Save the config to successfully create your connector.