Automation

  • 7 min read

How Zluri Helps You Get More Out Of Freshdesk?

Rohit Rao

19th September, 2023

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Customer support service is essential for maintaining customer satisfaction, loyalty, and creating a positive brand image. This is why organizations often tend to spend dollars and dollars on apps like Freshdesk. But here’s a twist - why settle for less when you can make the best out of your investment? 

So, why not integrate Freshdesk with Zluri, the ultimate game-changing solution for IT teams? Your team no longer has to struggle with manually managing Freshdesk licenses. Zluri steps in to automate it all!

By integrating Zluri with Freshdesk, your IT team is not just streamlining Freshdesk workflows but also optimizing it. As an IT manager, it's time to make every dollar count. 

But, the question arises: How does integrating with Zluri benefit your IT team? Let's take an example to give you a brief idea about it. When multiple users simultaneously submit Freshdesk app access requests, it becomes challenging for your IT team to determine which requests should be given priority. 

Typically, IT teams resort to manual procedures to gather information based on which they set priorities. However, this method is prone to human errors, inaccuracies and consumes a lot of time and effort, reducing your IT team’s efficiency and productivity. 

So, here's where Zluri comes into play. Zluri retrieves all relevant data about the user, such as which users are requesting Freshdesk access, whether the role requires the access or not, what level of permission they are requesting for, why there is a need for the access, and the urgency of their requests. 

Based on these data points, your IT team can easily prioritize which requests need immediate attention. This eliminates the need for manual data gathering, which is time-consuming and prone to inaccuracies.

However, this is just a glimpse of what Zluri is capable of, and how integrating with Zluri can streamline your Freshdesk workflows. There's much more to explore regarding how Zluri efficiently and effectively automates IT operations, reducing the burden on your IT teams. So, without waiting any further, let’s dive into details. 

Integrate Freshdesk With Zluri To Help Your IT Team Streamline Complex Workflow Via Automation  

Given below are the ways, how integrating with Zluri will help your IT team automate the Freshdesk workflows effectively and efficiently. 

1. Identify Freshdesk Users And Their Usage Insights Seamlessly With Zluri’s Data Discovery Engine 

By directly integrating Zluri with Freshdesk, your IT team can easily identify which particular user is holding Freshdesk licenses, how frequently they use Freshdesk, and more. But how does Zluri do that? 

Zluri offers your IT team an exclusive feature known as the data discovery engine, which plays a pivotal role in gathering all users' and their usage data who access Freshdesk within your organization, all from a centralized dashboard. 

• With the help of this feature, your IT team can efficiently track the usage of Freshdesk licenses within your organization. It provides complete visibility into who holds Freshdesk licenses, how many licenses are allocated, and whether they are actively in use. This visibility is crucial for managing your licensing costs effectively, as it prevents over-allocating or under-utilizing licenses. 

• Zluri goes beyond just tracking licenses; it also provides detailed insights into how frequently your users are utilizing Freshdesk. This data point helps your IT team in optimizing your Freshdesk subscription. 

For instance, your team can identify users who barely use the app and can reassign licenses accordingly to other users. 

• Also, by clearly understanding Freshdesk usage patterns, Zluri helps you, as an IT manager, make informed decisions about renewals, upgrades, or downgrades based on actual usage. Ensuring that you are not overspending on unnecessary licenses.

• Additionally, with the help of granular insights, your IT team can monitor Freshdesk usage in real-time. This further helps you ensure that your organization remains compliant with security regulatory standards and set agreements to avoid any potential non-compliance issues or penalties.

2.  Instantly Create Or Securely Remove Accounts In Freshdesk When Needed

• When a new employee joins your organization, the IT team typically finds itself in a time-consuming loop, manually collecting and verifying employee details before creating user accounts. While this approach can be suitable for a small number of hires, but when multiple new employees are hired at the same time, it becomes a challenging task to verify each and every individual detail and create an account of them. 
  
  So to eliminate the manual-intensive process, what Zluri does is, it automatically verifies new employees’ details (what is their name, role, department, position, and more) and ties their profile with a digital identity. Further, with the help of these details, your IT team can seamlessly create accounts for your new hires. 

  

  

  And, once their account is created, it becomes much easier for your IT team to authenticate their identity before granting them Freshdesk access. 
  
  Also, by streamlining the process, Zluri not only improves your IT team's efficiency but also enhances your new employee's overall experience. 

• Furthermore, when employees leave the organization, whether it's due to resignation, termination, or a sabbatical, it's crucial for the IT team to ensure that their accounts are suspended or deactivated. Any oversight in this process can create openings for potential security breaches, putting your sensitive Freshdesk data at risk.
  
  That's where Zluri steps in. When an employee is about to depart from the organization, Zluri promptly sends a notification to your IT team. This proactive alert enables your IT team to take action by suspending/deactivating the departing employee's account. 

  

  

  This further helps your IT ensure that the departing employee no longer has access to Freshdesk or any other data and no other unauthorized user can use their account to breach into your organization’s system, preventing potential security breaches. 

3. Add Or Remove Users From The Groups In Freshdesk Without Any Hassle 

• When new employees come onboard, they're often grouped together to work on specific projects or tasks. However, manually adding multiple employees to these groups can be a time-consuming task for your IT team.
  
  So, this is where Zluri steps in with a solution. Within Zluri's onboarding workflow, your IT team gains access to in-app suggestions features. This feature enables your IT team to efficiently add your employees to various groups and channels. 

  

  

  For example, you are the IT manager at a growing tech company. Your team has just hired three new customer support agents. Each agent needs to be added to their respective support team. If your IT team manually adds each employee to groups in Freshdesk one by one, it will take days to complete the task and delay the entire process. 
  
  So, with Zluri, you can create an onboarding workflow, select all three new customer support agents and select Freshdesk applications. Under in-app suggestions, your IT team gets an option to “add agents to groups”, your team can simply click the option and select the group. And add all three new customer support agents to groups in Freshdesk with just a few clicks, saving your IT team productive time and effort. 

  

  

• Sometimes, circumstances change for employees. They might switch departments, join different teams, or even leave the company. In such cases, it's essential for IT teams to remove them from Freshdesk groups to ensure they no longer have access to the shared data within those groups. This proactive approach prevents unauthorized access to sensitive information.
  
  With Zluri's user-friendly in-app suggestion feature, available within the offboarding workflow, your IT team gains the ability to effortlessly remove employees from all groups. 

  

  

  This action not only maintains data security but also simplifies the management of group memberships.
  
  For instance, Mark, a customer support agent, is shifting to the sales department so he no longer requires access to the group in Freshdesk. So with Zluri what your IT team can do is, create an offboarding workflow, select Mark, remove him from all the groups in Freshdesk, and click run. With just a few clicks, Marks can be removed from groups in Freshdesk without missing out on any critical steps.  

  

  

4. Ticketless App Request Management With Zluri’s EAS

When employees need access to Freshdesk, they typically request an app access. However, if your IT team relies on a manual method to manage the approval process, it can often take several days to verify and grant the necessary approvals for the app request. 

This is where Zluri steps in, eliminating the time-intensive manual app request management process by making it ticketless.

It offers an Employee App Store (EAS), a self-serve model, a collection of applications pre-approved by your IT team. With this self-serve model, employees can choose any application (like Freskdesk) from the app store and gain quick access in no time.

All they need to do is submit a Freshdesk app access request ticket, and the IT team will verify and review their identity before providing access to the requested application and give your employee the final approval accordingly. 

Additionally, if the request has been modified in any way or if one of the approvers suggests any substitutes for the application, your employee can check it in the "Changelogs." 

5. Simplify Management Of Roles By Integrating With Zluri 

By doing so, your IT team can ensure only employees with the right roles can access certain functions and data of Freshdesk, reducing the chances of data breaches.

For example, a company hires a new intern for the procurement department. While the intern should have limited access to specific procurement applications like Procurify, there was a misstep, and he was mistakenly granted access to Freshdesk, which is unnecessary for his role. This kind of access oversight can happen due to human error or mismanagement.

So, here's where Zluri steps in. It easily identifies users who shouldn't have access to applications and aren't relevant to their roles or responsibilities. By detecting such access insights, Zluri enables your IT team to immediately take proactive measures. 

Further, they can promptly remove the role and revoke Freshdesk access, ensuring that Freshdesk access privileges align precisely with user roles and responsibilities.

Thus by integrating with Zluri, your IT team can avail many benefits, from reducing their burden to improving overall productivity and efficiency. However, you might have concerns about the complexity of integration, but you don’t need to worry about it. It's very simple to integrate your Freshdesk with Zluri; all your IT team needs to do is follow a few simple steps. So, let’s have a quick look at the steps.  

Integrate Freshdesk with Zluri In Just 2 Steps 

Given below are the steps to seamlessly integrate Freshdesk with Zluri:

Step 1: The following instructions guide you on how to Locate your Domain Login for your FreshDesk Instance:

1. Click on Admin and search for "Helpdesk Settings". 

2. You’ll be able to find your URL in a format: ABC.Freshdesk.com. 

The ABC part of the URL is your freshdesk domain. 

3. Copy ABC and paste it on the domain field in Zluri.

Step 2: To obtain the API key, follow the below steps:

1. Click on the profile Icon in the top right corner of your FreshDesk Instance. 

2. Click on Profile settings On the top right corner of the screen, you’ll find the API key. 

3. Copy the API key and paste it into the API Key field in Zluri.

Now you know how Zluri can ease your IT team’s burden and how simple the integrating process is. So why don’t you Book a demo now and explore other exquisite automation capabilities of Zluri? 

About the author

Rohit Rao

Rohit works in the Community and Marketing Team of Zluri and is a strong advocate of community led growth.