Configure Freshdesk auto-provisioning

You can set up automated user provisioning (autoprovisioning) so that any changes you make to user accounts in Google Workspace are automatically synced with this third-party app.

Automated user provisioning operates on active, suspended, or deleted users only. It doesn't include archived users.

Before you begin: Set up SSO for this app

Set up auto-provisioning for the Freshdesk application

1. Sign in to your Google Admin console.

   Sign in using your administrator account (does not end in @gmail.com).

2. In the Admin console, go to Menu  AppsWeb and mobile apps.

3. Click the Freshdesk application.
4. In the Auto-provisioning section, click Configure auto-provisioning.
5. Enter the private API key available from the Freshdesk Admin UI console.
   How do I find my API key?
6. Click Continue.
7. In the endpoint URL field, enter https://your-domain-name.freshdesk.com/api/v2.
8. Click Continue.
9. Verify that all mandatory Freshdesk attributes (those marked with an *) are mapped to Google Cloud Directory attributes. If not, click the Down arrow  and map to the appropriate attribute.
10. Click Continue.
11.  (Optional) Restrict provisioning to specific groups:
    1. Enter all or part of a group name in the Search groups field.
       A list of available groups appears. Select a group to add it and open a new search field.
    2. If necessary, add more groups and choose a scope. 
    3. To remove any group you added, click  next to it.
12. Once you’re done, click Continue.
13. Choose how long deprovisioning actions should be delayed before taking effect. The amount of time before deprovisioning takes effect can be set to: within 24 hours or after one, 7, or 30 days. The default for each is to soft delete the account within 24 hours.  Select at least one of these options:
    • When an app is turned off for the user, soft delete their account after [number of days].
    • When a user is suspended on Google, soft delete their account after [number of days].
    • When a user is deleted from Google, soft delete their account after [number of days].

    Tip: Always set more time before hard deleting a user's account than for suspending a user's account.

    Note: Soft deleted Agent users will be converted to Contact users in Freshdesk.

14. Click Finish.
15. In the Auto-provisioning section, click the activation slider.
     

    Note: The activation slider is disabled if Freshdesk isn’t turned on for any users. Click User access and turn the app on to enable the slider.

16. In the confirmation dialog box, click Turn on.

Display auto-provisioning

Once provisioning is on, Google starts collecting usage information. You'll see the usage information in the Auto-provisioning section. There won't be any numbers next to the event names until you enable provisioning.

The following event names provide the usage information for the last 30 days:

• Users created
• Users suspended
• Users deleted
• Failures

For more information, see Monitor automated user provisioning.

Edit provisioning scope

You may want to restrict the scope of provisioning to members of groups you define.

1. Sign in to your Google Admin console.

   Sign in using your administrator account (does not end in @gmail.com).

2. In the Admin console, go to Menu  AppsWeb and mobile apps.

3. Click the Freshdesk application.
4. Click the Auto-provisioning section to open the settings page.
5. Under Provisioning scope, click Edit.
6. Enter all or part of a group name in the Search groups field. A list of available groups appears.
   1. Select a group to add it and open a new search field.
   2. If necessary, add more groups and choose a scope. 
   3. To remove any group you added, click  next to it.

   If a group has users from a secondary domain or from outside the organization, those users are not provisioned.

7. Once you’re done, click Update.

The next time you edit provisioning scope, the groups you added appear in the Provisioning scope window. If you turned on the Freshdesk application for a set of organizational units, the provisioning scope is restricted to those users in the added groups who are also members of those organizations.

Deactivate auto-provisioning

To disable auto-provisioning for the Freshdesk application without losing all the configuration information:

1. Sign in to your Google Admin console.

   Sign in using your administrator account (does not end in @gmail.com).

2. In the Admin console, go to Menu  AppsWeb and mobile apps.

3. Click the Freshdesk application.
4. Do one of the following:
   • In the Auto-provisioning section, click the activation slider.
   • Click the Auto-provisioning section to open the settings page, then click StatusTurn off.
5. In the confirmation dialog box, click Turn off. 

Define deprovisioning timeframes

To define how long deprovisioning actions should be delayed before taking effect:

1. Sign in to your Google Admin console.

   Sign in using your administrator account (does not end in @gmail.com).

2. In the Admin console, go to Menu  AppsWeb and mobile apps.

3. Click the Freshdesk application.
4. Click the Auto-provisioning section to open the settings page.
5. Under Deprovisioning, click Edit.
6. Choose how long deprovisioning actions should be delayed before taking effect. The amount of time before deprovisioning takes effect can be set to: within 24 hours or after one, 7, or 30 days. The default for each is to soft delete the account within 24 hours.  Select at least one of these options:
   • When an app is turned off for the user, soft delete their account after [number of days].
   • When a user is suspended on Google, soft delete their account after [number of days].
   • When a user is deleted from Google, soft delete their account after [number of days].

   Tip: Always set more time before hard deleting a user's account than for suspending a user's account.

   Note: Soft deleted Agent users will be converted to Contact users in Freshdesk.

7. Click Update to save your edited deprovisioning configuration.

Remove auto-provisioning

To disable auto-provisioning for the Freshdesk application and remove all the configuration information:

1. Sign in to your Google Admin console.

   Sign in using your administrator account (does not end in @gmail.com).

2. In the Admin console, go to Menu  AppsWeb and mobile apps.

3. Click the Freshdesk application.
4. Click the Auto-provisioning section to open the settings page.
5. Under Delete configuration, click Delete.
6. Click Delete to both deactivate auto-provisioning and remove all the configuration information.
   Existing users on Freshdesk will not be deprovisioned.

Important: If automatic provisioning stops and you need to reauthorize the application

If the admin password for Freshdesk has changed, automatic provisioning will stop working. In this case, the original authorization is revoked by Freshdesk, and you must reauthorize automatic provisioning.

1. Get a new private API key available from the Freshdesk Admin UI console. How do I find my API key?
2. Sign in to your Google Admin console.

   Sign in using your administrator account (does not end in @gmail.com).

3. In the Admin console, go to Menu  AppsWeb and mobile apps.

4. Click the Freshdesk application.
5. Click the Auto-provisioning section to open the settings page.
6. Under App authorization, click Reauthorize.
7. Enter your Freshdesk access token, then click Re-authorize.

After reauthorization completes, you're returned to the Auto-provisioning settings page in the Admin console.

Note: Your third-party application might revoke authorization for reasons other than the admin password changing. These reasons can include account inactivity, for example. Check with the documentation for the third-party application for scenarios in which authorization can be revoked.

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