Hi - posting here from a ticket we created. We turned on whitelisting of IPs for HIPAA compliance to limit access for agents to our VPN only. We found this broke integration with Slack and Freshdesk. The solution was to add a listing of IPs for Freshdesk and that solved it. My suggestions:
- There is no documentation that I’ve found, especially in the HIPAA compliance documentation, that talks about this. It would be helpful to have this available for people to use.
- Either all Freshdesk IPs are included by default (probably not a good idea), or there is a separate checkbox under whitelisting to allow for Freshdesk/Freshworks initiated services to also have access in addition to the whitelisted IPs. This takes the burden off the user to make sure that this list is maintained and removes the burden from support to have to keep replying to these kinds of requests. Perhaps this can also be granular by app integration.
- Add some sort of a description to the whitelist IP range so that we have a history of why these particular IPs were added to the whitelist so that we don’t have to maintain separate documentation for why this was done.
Thanks!
Jon
