Freshdesk
Connect Freshdesk to Safeguard: what it provides, how to set it up, and the frameworks it provides evidence for.
Connect Freshdesk to collect ticketing evidence with automated compliance tests, switched on per workspace.
| Category | Ticketing |
| Connect with | API token |
| What a connection produces | Automated compliance tests |
| Freshdesk's guide | developers.freshdesk.com |
Connect with an API token
-
In Freshdesk:
- Log in to your Freshdesk support portal.
- Click your profile picture on the top right corner of your portal and go to the Profile settings page.
- Copy your API key, shown below the change password section on the right.
Where to find the other values:
- Domain: The part before .freshdesk.com in your Freshdesk address (https://yourdomain.freshdesk.com).
The API key acts with the user's own Freshdesk permissions; there is no read-only key. Authentication is basic auth with the API key as username and X as password. Verification: the fetched docs do not say which role is needed to list agents, nor whether the key can be viewed again.
Source: developers.freshdesk.com, checked 2026-10-07.
The permissions Safeguard needs:
Account Administrator. Freshdesk shows the full user list only to administrators, so this credential must belong to one. Safeguard only reads with it. -
On Compliance › Connectors, open Freshdesk, click Connect, choose API token and fill in:
Field What to enter Domain Required. The part before .freshdesk.com in your address. API key Required. Stored encrypted and never shown again. -
Click Connect with token.
Frameworks
Safeguard's automated tests read Freshdesk and map to the controls below. When a test passes, the result is evidence toward each control it maps to, in every framework listed. It is evidence toward a control, not proof that the control is met on its own.
| Framework | Evidence | Controls | Tests |
|---|---|---|---|
| SOC2 | Automated tests | CC6.2, CC6.3 | 3 |
| ISO/IEC 27001 | Automated tests | A.5.16, A.5.18, A.6.5, A.8.2 | 3 |
| HIPAA Security Rule | Automated tests | 164.308(a)(3), 164.308(a)(4) | 3 |
| PCI DSS | Automated tests | 7.2.2, 7.2.4, 8.2.5 | 3 |
| NIST CSF 2.0 | Automated tests | PR.AA-01, PR.AA-05 | 3 |
These tests are switched on per workspace by the Safeguard team.
Related
- Ticketing connectors
- Compliance connectors: how connecting works, card statuses and multiple accounts
- Connector setup reference: every connector in one table
- Frameworks and connectors: how connectors provide evidence for frameworks