# Freshservice

## Introduction <a href="#h_01hr43g9x1hnvnrxbzqa3qsdjq" id="h_01hr43g9x1hnvnrxbzqa3qsdjq"></a>

You can automatically create tickets in freshservice as part of the following cases:

* Access Request has been approved
* Access Review has been denied

This functionality allows you to automatically create tickets to provision/de-provision resources based on the corresponding access request/review. Let us explore the steps to configure this on your tenant:

## Configure Freshservice Email Notification System: <a href="#h_01hr43gkmbr25jr2m35kt363bz" id="h_01hr43gkmbr25jr2m35kt363bz"></a>

### To configure in Freshservice <a href="#h_01hr43g4x52k5d6xfdhpz3zzk9" id="h_01hr43g4x52k5d6xfdhpz3zzk9"></a>

1. Go to *Freshservice* > *Admin* > *Channels* > *Email settings and mailboxes*. You will be able to see the support email over there.<br>

   <figure><img src="https://2975852473-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbVGYwk8aSk5yI1GDPEW9%2Fuploads%2FEPxroW8F45bWOMsURGl7%2Fimage.png?alt=media&#x26;token=d69788c6-b847-4b7d-8376-788e63b188b9" alt=""><figcaption></figcaption></figure>
2. Note down your **Freshservice email**.&#x20;

### To configure within your tenant <a href="#h_01hr43v8yte2q8z6gxgwnm345q" id="h_01hr43v8yte2q8z6gxgwnm345q"></a>

1. Go to Configure > Integrations on your BalkanID tenant.
2. Click on either *Add Integration* or *Edit Integration* for a particular integration.<br>

   <figure><img src="https://2975852473-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbVGYwk8aSk5yI1GDPEW9%2Fuploads%2FXRvzAfUdpqlc7iQZT5Na%2Fimage.png?alt=media&#x26;token=43dd9897-4221-45f6-b341-f15fd50fa14a" alt=""><figcaption></figcaption></figure>

   <figure><img src="https://2975852473-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbVGYwk8aSk5yI1GDPEW9%2Fuploads%2FHHbmYHSzO6LisWBvsL7E%2Fimage.png?alt=media&#x26;token=143138ab-9d4d-4a14-a200-776d572fba4e" alt="" width="375"><figcaption></figcaption></figure>
3. Go to the *Optional Configuration* section.&#x20;
4. In **Fulfillment options,** choose **ticket creation**. It will open up a section below to select the ticketing system - **Freshworks** in this case. A text box will also appear to set the *Email Address*. Add the **Freshservice Support Email** address from your freshservice admin page. Then hit *Save Changes* on the side panel. <br>

   <figure><img src="https://2975852473-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbVGYwk8aSk5yI1GDPEW9%2Fuploads%2FzumTcveZKOAdBVYYHkp4%2Fimage.png?alt=media&#x26;token=20756340-3d35-43f9-a294-04ee5c6a2bea" alt="" width="563"><figcaption></figcaption></figure>
5. This is all the configuration you need to do on the tenant. Click on Save.

You can test your setup by denying access reviews on your tenant. After the campaign has been marked as **complete**, an email will be sent out and a ticket will be created in Freshservice. It will resemble the one shown in the image given below:<br>

<figure><img src="https://2975852473-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbVGYwk8aSk5yI1GDPEW9%2Fuploads%2FmZiYQ2OMmtnBdv0lC82l%2Fimage.png?alt=media&#x26;token=d389017b-92f1-48a2-bce7-5b5690c6d70e" alt=""><figcaption></figcaption></figure>