How to integrate Freshdesk with ADManager Plus

How to integrate Freshdesk with ADManager Plus

Overview

Freshdesk is a customer support platform that streamlines communication between businesses and their customers. With ADManager Plus, you can manage user identities in Active Directory, Microsoft 365 and Google Workspace in Freshdesk in a seamless manner. Identity management activities like user provisioning, password resets, account unlocks, deleting users and modifying user attributes, can be automated by leveraging this integration thereby helping out IT admins focus on other critical tasks. 

Actions supported 
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You can automate the below listed actions in ADManager Plus.

  • Create user accounts

  • Add users to groups

  • Modify user attributes

  • Remove users from groups

  • Modify user accounts by Template

  • Create mailbox

  • Reset passwords

  • Disable or delete mailbox

  • Unlock user accounts

  • Move Home Folder

  • Enable user accounts

  • Delete Home Folder

  • Disable user accounts

  • Revoke Microsoft 365 licenses

  • Delete user accounts

  • Manage users' photos

  • Run custom scripts

  • Disable Lync accounts

  • Move users across groups

  • Configure auto reply settings

Steps to integrate Freshdesk with ADManager Plus

  1. Log in to ADManager Plus > Automation > Application Integrations

  1. Click the Freshdesk tile under the Enterprise Applications and toggle the Enable Freshdesk Integration button on.

  1. Freshdesk uses Basic Authentication as the Authorization type. Provide the API key as the Username and X as the Password.

  1. Click Configure and proceed further.

.

5. Under the Freshdesk Endpoint Configuration tab, Freshdesk Contacts Endpoint and Freshdesk Agents Endpoint details are pre-configured.


                     

6. In both the sections, the Endpoint URL, Headers, Methods and Parameters fields are pre-populated. You have to replace the {domain} with the subdomain of your Freshdesk instance.

Example: The default endpoint URL in ADManager Plus will be  https://{domain}.freshdesk.com/api/v2/contacts. If your Freshdesk instance is named as admpintegration-help.freshdesk.com, then the "{domain}" has to be replaced with "admpintegration-help" as shown in figure 3.

Note: The Repeat calling this Endpoint option will be used to fetch the details of up to 100 users per API call. For more details, refer to this API documentation.

  1. Click Test & Save and view the displayed response schema.

  1. Click Proceed.

  1. Now, map the LDAP attributes with the respective Freshdesk attributes under the Data Source - LDAP attribute Mapping. The attributes that are mapped under this section will be considered as the data source attributes for the automation.

Note: To map a new set of data source attributes depending on your need, click Add New Configuration.

 

 Steps to obtain the API Key value from Freshdesk 

  1. Login to your Freshdesk dashboard and click your profile picture as shown in the image below.

  1. Now click the Profile Settings

  1. Navigate to the panel in the right and click View API Key. You can view the API key after completing captcha challenge. Copy this value and use it as username while configuration authorization in ADManager Plus.
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