> ## Documentation Index
> Fetch the complete documentation index at: https://help.dsalta.com/llms.txt
> Use this file to discover all available pages before exploring further.

# User access to Critical System should be valid

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

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

## 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.

## 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.

## 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**.

## Frequently Asked Questions

<AccordionGroup>
  <Accordion title="How often does this check run?">
    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.
  </Accordion>

  <Accordion title="What happens if it keeps failing?">
    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.
  </Accordion>

  <Accordion title="Can I exclude this check?">
    Yes. If it does not apply to your environment, mark it as **Not Applicable** with a justification. The exclusion is documented for auditors.
  </Accordion>

  <Accordion title="Does DSALTA change my Freshdesk configuration?">
    No. DSALTA uses **read-only API access** and never modifies, creates, or deletes resources. All remediation is performed by your team directly in Freshdesk.
  </Accordion>
</AccordionGroup>