Integrating SailPoint with Freshservice
Freshservice is a cloud-based IT Service Management (ITSM) solution that was designed using Information Technology Infrastructure Library (ITIL) best practices. Freshservice helps IT organizations streamline their service delivery processes with a strong focus on user experience and employee happiness.
Freshservice supports Agents and Requesters (end-users). Agents in Freshservice can be "full-time" or "occasional". Full-time agents are those in the core support team who will log in to the help desk every day. Occasional agents are those who would only need to log in a few times every month, such as the CEO or field staff. Requesters are Freshservice users who consume services provided by the agent teams.
This document is designed to give specific information about the requirements and fields needed to successfully configure an instance of the Freshservice SaaS source.
Note
To view the latest features, enhancements, and fixes for all SaaS connectors, refer to the SaaS Release Notes page.
Supported Features
The Freshservice source supports the following features:
- Aggregation of Accounts (Agents and Requesters)
- Get Account
- Provisioning
- Create Account
- Update Account
- Enable AND Disable Account
- Delete Account
- Entitlement Aggregation (Agent Roles and Requester Groups)
- Access Certifications (certifications of entitlements connected to the accounts)
Activity Insights
Activity Insights supports activity from Freshservice and its associated accounts. This allows you to gather account information and activity data from Freshservice.
Important
Contact your SailPoint Customer Success Manager (CSM) for more information on Activity Insights. For more information on configuring Activity Insights, refer to Activity Insights Settings.
Prerequisites
The Freshservice source requires the following prerequisite to connect and interact with the Freshservice system:
- The user must generate an API Key. The API Key is required to access the Fresh Service API.
- For Requesters
| Scope | Description |
|---|---|
| Admin Role | Permissions to View, Edit, and Delete the Requester |
- For Agents
| Scope | Description |
|---|---|
| Admin Role | Permissions to Manage Agent groups, Agents, and Roles |
Documentation Feedback
Feedback is provided as an informational resource only and does not form part of SailPoint’s official product documentation. SailPoint does not warrant or make any guarantees about the feedback (including without limitation as to its accuracy, relevance, or reliability). All feedback is subject to the terms set forth at https://developer.sailpoint.com/discuss/tos.