Heyy folks!!

@Lal23 @kirstyende @Nbotts @Clement Dsouza @Hoss Lippert @zachscott @Roxwell @Keri Sandler_First Legal @elishafxx @Dustin.Halvorson @Prathamesh K @bram.veldhoen @Norm G @ErikAlmSynerity @Michael Peter 

The next episode of #AppsolutelyConnectedWithFreshservice is here! Give it a read when you have a moment and share your thoughts!

Can we use this with FreshDesk?

If one already has users that were created via other methods (sending in a support email, logging into portal), how do you link them via provisioning?  Basically, how would you implement this if you already have an established base of requesters.

Hi, we are having some issues with users that (in Entra) are DISABLED then cause the provisioned user in FreshService to be deactivated (as expected)

However, if the Entra users is subsequently RE-ENABLED, it does NOT reactivate the account in FreshService - should it??

We see an unknown error in the provision log, but wanted to understand if it SHOULD reactivate?

Thanks

Anyone succeeded in getting the manager synced from AD to Freshservice ?

While we would love to switch from our current Active Directory user sync to Entra ID SCIM provisioning, we have some concerns about using a third-party marketplace app for such a purpose. Who/what is “effy” and what is their relation to Freshworks? Why would they provide this app (and the support) for free? Is it a ploy for Freshworks to avoid liability for any issues or vulnerabilities that could arise from the use of the app?

3500 downloads would mean that quite a few are willing to “acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy”, but it’s not apparent what those terms are.

The lack of responses to comments on this thread (despite the invitation from @radhika.narayanan to leave questions) is not really encouraging either.

I had the same questions as above and I was directed to contact the integration creator, but effy doesn’t seem to be an actual company and my Freshservice rep and helpdesk couldn’t give me any answers even though it's an integration they endorse so we’re sticking with active directory sync and possibly looking into using Azure AD Domain services instead since we can join vm’s to it and possibly mimic the AD Sync. We are a healthcare company and were very disappointed to learn this wasn’t a supported Freshservice-owned integration, which is strange.

Is there a way, we can update also the default Location field?

Thank you!

Hi @jorn-morten.innselset, 

Thank you for writing to us. We understand your concerns and would like to clarify that Effy is a Freshworks Managed Partner. We collaborate with technology and solution partners to provide customized and enhanced capabilities for our customers. Happy to share some resources that outlines the privacy policy and terms of use in detail. Please take a look at the links below: 

• Privacy Policy
• Terms of use
• Marketplace User Terms

Please let us know if you have any further questions or need any assistance. 

Regards, 
Radhika Narayanan

Thanks @radhika.narayanan 

In the past we used the Warranty sync for Dell app (also published by effy and “Verified by Freshworks”), but stopped using it in favor of our own integration when we found the app to be unreliable and the responses from effy support to be slow and inadequate - as to be expected for a service costing zero dollars.

While we can appreciate the business model for low risk value-add apps, the provisioning of user information from our IdP into Freshservice is something that we have grave concerns about leaving to a third-party with which we have no vendor relationship.

Critically, what could we expect if the SCIM module started misbehaving or cause issues in our environment? Who would take responsibility if there is a security breach caused by this app? Where is our user information (temporarily or permanently) stored? Why has nobody updated the app to reflect the fact that it is no longer called “Azure AD” but rather “Entra ID” since last July?

Developer Apps are provided and licensed to you by a third-party. Freshworks is not in any way responsible for these Developer Apps and disclaims all liability resulting from your use of these Developer Apps are terms that would not satisfy an audit on our end.

Even your lesser competitors Zendesk and TopDESK have their own marketplaces, but they have made the right choice in having the Entra ID SCIM integration as a native and supported feature. I can only urge Freshworks to do the same on your end.

I would also very much like to know this as well.  I need to map a custom attribute in AAD to Location in Freshservice.  Thanks!

Hi Everyone, 

I reached out to Effy asking how to map a Custom Attribute from AAD to the Freshworks “Location” field.  They replied with the answer, which I have attached.  We tested it and it works!  Hope this can help others!

Hi, i fight also with some intergration - lokks form me almost the same, but no success with the “ideas here

i created a field on the Users-Detail Page (User Fields) with the Name BYOD

on ENTRA i have the Inforamtion under the CustomAttribut 1 - so my setup ist

urn:ietf:params:scim:schemas:extension:freshservice:2.0:User:BYOD

but it’s not synching 

How can one link users created by other means (such as sending a support email or logging into a portal) to existing users using provisioning? Basically, if you already have a base of requesters developed, how would you go about implementing this?

You can use the Import CSV feature:
 

Or, you can use a migration tool.  We had great success with Relokia.com.

Has anyone been successful syncing “Timezone” from Entra to Freshservice?  It’s listed as a default capability of the SCIM tool, but we are having challenges trying to find the proper field to map in Entra.  I reached out to Effy on this but would appreciate if anyone has any experience mapping timezone successfully.  Thanks!

Hi Tom, 

I´m struggling with the same issue - did you get yours solved? 

Thanks!