Freshservice

Introduction

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:

To configure in Freshservice

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

   
2. Note down your Freshservice email.

To configure within your tenant

1. Go to Configure > Integrations on your BalkanID tenant.

2. Click on either Add Integration or Edit Integration for a particular integration.

   

   
3. Go to the Optional Configuration section.

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.

   
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 within the project you configured for denied access reviews. It will resemble the one shown in the image given below: