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Checks that every Freshdesk agent is an active employee on the People page.

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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 compares the agents on the Freshdesk Access page against your People directory, matched by email within your organization. The check passes when every Freshdesk agent is an active employee on the People page.

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Why This Matters

Access to your organization’s helpdesk must be limited to current, authorized employees. Agents can view and act on customer tickets, so accounts that belong to former staff, contractors, or unknown users widen your attack surface and break the principle of least privilege. Regularly validating who can reach the helpdesk is a core access control in SOC 2 and ISO 27001.

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How to Fix

Before you begin
  • Ensure the Freshdesk integration is connected so DSALTA has the current list of agents.
  • Ensure you have admin access to Freshdesk.
Review Freshdesk access
  1. In Freshdesk, go to Admin → Agents and remove anyone who is not a current employee.
  2. In DSALTA, go to People and confirm each Freshdesk agent exists and is active.
  3. Match each remaining agent to an active employee by email, and record the reviewer.
  4. Set a recurring access review schedule (quarterly is recommended).
Once every Freshdesk agent is an active employee on the People page, 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.