*** title: Freshdesk Access Requirements excerpt: '' deprecated: false hidden: false metadata: title: '' description: '' robots: index next: description: '' --------------- ## 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 The API key does not have an expiry date and is immutable. ### 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 ![](https://files.readme.io/edfa68030342fb0b3e84f9585ad31217ed04c4e77c9acb91a620415fd8b8bf3a-image.png) * Add the Hostname and the API key which was generated here ![](https://files.readme.io/ef14f0ec874ad39447e4508033c3963c61d9a014985d05a227d8924a09edd845-image.png) * Save the config to successfully create your connector.