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

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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
Add the Hostname and the API key which was generated here
Save the config to successfully create your connector.