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Checks that offboarded employees no longer have active Freshdesk access.

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About

When you connect Freshdesk to DSALTA, the platform syncs your helpdesk agents using read-only API access. On every sync DSALTA matches each agent with active Freshdesk access to your People directory by email. If a matched person is offboarded (terminated or in offboarding) but still has active access, the check flags it as a serious issue.

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Why This Matters

Offboarded employees must not retain access to your organization’s helpdesk. When someone leaves and their access is not revoked, their credentials become an unmonitored door into your customer tickets and support data — a common cause of data theft and accidental damage. Timely access removal on termination is explicitly required by SOC 2, ISO 27001, and GDPR.

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How to Fix

Before you begin
  • Identify all offboarded employees by cross-referencing your HRMS (or the DSALTA People module) with active Freshdesk agents.
  • Ensure you have admin access to Freshdesk.
Remove access for offboarded agents
  1. In Freshdesk, go to Admin → Agents and deactivate agents who have been offboarded.
  2. In DSALTA, go to People and confirm offboarded employees are marked terminated.
  3. To automate this going forward, connect your HRMS to DSALTA so that an “Offboarded” status automatically flags any lingering access.
Once offboarded employees no longer have active Freshdesk access, DSALTA retrieves the change on the next sync and sets the check status to Passing.

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Frequently Asked Questions

This check runs automatically every 24 hours while the Freshdesk integration is connected. You can also trigger a manual sync from Integrations in the sidebar.
A failing check appears in your Data Library → Tests dashboard. Work through the steps above; once the underlying configuration is fixed, the status updates automatically on the next sync.
Yes. If it does not apply to your environment, mark it as Not Applicable with a justification. The exclusion is documented for auditors.
No. DSALTA uses read-only API access and never modifies, creates, or deletes resources. All remediation is performed by your team directly in Freshdesk.