# Freshservice Integration (Access Review)

Freshservice is an IT service management (ITSM) platform used to manage user access, service requests, and incident workflows.

Integrating Freshservice with Sprinto enables organisations to automate access reviews by syncing user account data from Freshservice. This helps ensure that user access is regularly reviewed and aligned with compliance requirements.

Once connected, Sprinto retrieves user account information from Freshservice and uses it to evaluate access review controls and checks.

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## How it works

After connecting Freshservice, Sprinto retrieves user account data using an API-based integration.

This integration enables Sprinto to:

* Fetch user account details from Freshservice
* Monitor user access status
* Support periodic access review workflows
* Evaluate compliance checks related to user access

The integration uses the Freshservice API key and subdomain to securely fetch account-level data required for access review monitoring.

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## Prerequisites

Before connecting Freshservice to Sprinto, ensure that:

* You have **administrator access** to your Freshservice account
* You can generate or access a valid **API key** in Freshservice
* You know your **Freshservice subdomain** (for example: `acme.freshservice.com`)
* Your Freshservice account is on a **paid plan**

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## Data synced from Freshservice

Sprinto retrieves the following data from Freshservice:

* Primary email
* Username
* Account status

This data is used to evaluate access review controls and identify discrepancies in user access.

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## Connect Freshservice to Sprinto

1. Log in to the **Sprinto dashboard**.
2. Navigate to **Settings → Integrations**.
3. In the **All** tab, search for **Freshservice** under **IT Service Management**.
4. Click **Connect** next to **Freshservice (Access Review)**.

<figure><img src="https://3220032727-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FEsyn5VMU6e0OyGjRtKgx%2Fuploads%2Fsovfdir9VF0aFTNBtw0v%2FScreenshot%202026-03-17%20at%2012.12.52.png?alt=media&#x26;token=62126a9d-ca66-402c-bb7d-95efa6189575" alt="" width="563"><figcaption></figcaption></figure>

Sprinto opens the integration setup drawer.

5. Review the following:
   * Permissions required
   * Data accessed by Sprinto
6. Click **Next**.

<figure><img src="https://3220032727-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FEsyn5VMU6e0OyGjRtKgx%2Fuploads%2Fa0RIo8uK2ivhRkptzoly%2FScreenshot%202026-03-17%20at%2012.44.09.png?alt=media&#x26;token=47f052db-13b9-47c1-b3ee-7dd22191b493" alt="" width="375"><figcaption></figcaption></figure>

5. In the **Setup Freshservice Integration** window:
   * Review the integration steps and instructions
   * Select **I have admin access to my Freshservice account**
6. Click **Connect to Freshservice**.

<figure><img src="https://3220032727-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FEsyn5VMU6e0OyGjRtKgx%2Fuploads%2FF8Vk04jZMwtPs7X0wMz3%2FScreenshot%202026-03-17%20at%2015.14.52.png?alt=media&#x26;token=68b64a7c-9f98-46f9-ba51-7c51b8a973b2" alt="" width="375"><figcaption></figcaption></figure>

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## Enter API credentials

After initiating the connection:

1. In the Freshservice pop-up, enter the following:
   * **API Key**
   * **Freshservice Subdomain**
2. If you do not know where to find these details, refe to this documentation.
3. Click **Connect** to complete the integration.

Sprinto will now connect to your Freshservice account.

<figure><img src="https://3220032727-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FEsyn5VMU6e0OyGjRtKgx%2Fuploads%2F7SEkdosm7ZoUa5aY6U3j%2FScreenshot%202026-03-17%20at%2015.22.22.png?alt=media&#x26;token=4b12f323-2359-451a-bc15-b03d229353f0" alt="" width="374"><figcaption></figcaption></figure>

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## Add Freshservice as a critical system

If Freshservice is not already added for monitoring:

1. Navigate to **Access → Overview**.
2. Click **Add Critical System**.
3. Search for **Freshservice**.
4. Select **Freshservice** and click **Add System**.

<figure><img src="https://3220032727-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FEsyn5VMU6e0OyGjRtKgx%2Fuploads%2FrDgl1qRJWvVv0JhLTPk2%2FScreenshot%202026-03-17%20at%2015.16.03.png?alt=media&#x26;token=56edfd39-4ee5-4107-88ff-40c26c89806d" alt="" width="563"><figcaption></figcaption></figure>

This ensures that Sprinto begins monitoring user access for Freshservice.

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## Post-connection behaviour

After the integration is successfully connected:

* Sprinto begins fetching user account data from Freshservice
* Access review controls are automatically evaluated
* User access discrepancies are identified and flagged
* Evidence is generated for compliance audits

Initial synchronisation may take a few minutes to complete.

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## Troubleshooting

### Unable to connect Freshservice

Ensure that:

* The API key entered is valid and active
* The correct Freshservice subdomain is provided
* You have administrator privileges in Freshservice

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### Data not syncing in Sprinto

If user data is not visible after connecting:

* Wait for the initial sync to complete
* Verify that users exist in Freshservice
* Reconnect the integration if required

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### Final Step <a href="#final-step" id="final-step"></a>

After completing Step 4, allow 15 to 20 minutes for Sprinto to finish the data syncing process. Sprinto may take a few hours to evaluate the synced data and activate relevant Sprinto checks. If needed, go to Data Library > Access > Critical System to check for pending tasks next to Tableau.

If you need any assistance with the integration, kindly get in touch with [Sprinto support](mailto:www.support@sprinto.com).