Grant Extra License for Integrations Requiring API Key

Any update?

Please make this feature available in all Fresh line of products.

We use FreshService and we can really use this.

I’m about to roll out an automation for Asset Management and I *REALLY* would prefer my name not be tied to every asset that we import. Any updates on this? I’m surprised this wasn’t something that was considered in the beta testing phase, to be honest...

money… it’s extra income to sell another license.  Or just pore design :) 
Until they give us some type of system account you need to buy extra agent license  and named “Integration account”.  Use it’s key when you install apps or use in external Integration platforms. 

​@Kamakshi V 

Any update? This has been pending for too long without any update from Freshworks side

Hey Monika!

I’m sharing some of the most requested ideas with my CX Leaders internally next week, and I’ll definitely add this one to the list too! Hopefully, I’ll have some updates for you in a couple of weeks!

That said, I’m seeing great momentum from the Product teams..so fingers crossed!!! 🤞

This has also been highlighted by our internal audit team as some activities in the audit logs appear to be performed by the admin “name.surname” when it’s actually being performed by the system.   Looking forward to any developments in this space. 

I’ll believe this when we actually see something happen. So much development being done by Freshworks (maybe) but all on other products than Freshdesk. When, oh when, will we actually see action on the product ideas and requests for Freshdesk?

I must specify that I was referring to Freshservice here. 

Visibility  - ​@Pramoth ​@Ishwarya Srinivas 

This has been the most frustrating aspect of this platform. I really hope this idea from 2 YEARS ago is taken seriously but I don’t have high hopes given no updates from Freshworks on this.  

We would really like to see this in Freshservice too. We’ve burned quite a few licenses on “service accounts”

Hi ​@Kamakshi V, 

I forgot to mention this during yesterday’s session.   I believe this is important and should be prioritised for a number of reasons:

• if an admin account is used whenever these API calls are configured, the activity will incorrectly show as executed by the admin (even though it’s automated)
• it doesn’t make sense that Freshworks expects its customers to purchase an additional agent license for this reason, as this is a product limitation
• as it stands, the system audit logs do not comply with standards and regulations

So this is not a feature or improvement request, but rather a shortcoming that carries regulatory and monetary implications, thus needs to be addressed. 

Thanks. 

Somebody recently told me that “I have my hands in everything that is going on”…. I had to correct them. I know nothing...but my account stays busy. 
If we wanted to be very secure, we would use separate service accounts for our HR integration and workflows and one for each of the 6 active workspaces. But that would get expensive very quick. 
Having a cheap seat that only works on workflows and connectors would be amazing.

For external integrations that can use AOuth2, you can set up same account with different scope/permissions. 

I wish I could do that internal as well but FS do not allow custom header parameters. 
 

My alternative idea was to remove the api keys from each user and centralize the functionality and have API keys create by admins in the admin section. This negates the need for additional licensing.

The api keys could have names and this could be used as the username for actions

The api keys can be given rights to workspaces and granular right of a user for what they can access

This mimics the existing functionality where multiple keys can be created but abstracts them away from a user association

The key benefits is security and what can integrate to fresh service is controlled and should negate the requirement for user licenses, if it’s  a monetary thing then create an “API user license” and associate  that user to an API key

Keep in mind that the workflow Automator has several limitations and support recommend using the api  so its not just external integrations requiring the api

There should also be an alert when something stops working with an API connection.

If it was centralized like my suggestion there should be a central log with the api key and Infor/Debug/Error messages, a nice feature would be the ability to raise an error as an alert

They are talking about better overview for API handling. 

Also what if someone’s API is compromised? is there a way to rotate their API key today?

Based on the current set up the user who generated the api key would have to deleted and recreate it

Or disable the key for the user