Freshservice

Implementation Summary

Ethyca uses the following endpoints in Freshservice to retrieve and delete Personally Identifiable Information (PII) when a user submits a data subject request. See below for a summary of what Ethyca does with each endpoint:

EndpointUser Can DownloadUser Can Delete
RequestersYesYes
TicketsYesYes
ConversationsYesYes
AgentsYesYes
AnnouncementsYesYes

Because Freshservice is a service management solution, it stores PII about your customers. Keep this in mind when you are setting the DSR Customization as it will impact what is returned in your subject's DSR package.

If this aligns with your use of Freshservice, please proceed to the next section to begin setting up your integration in the Control Panel.

For any questions, please reach out to your dedicated Customer Success Manager.

Connection Settings

To connect your instance of Freshservice to Ethyca, you will need to enter your Domain and API Key. To locate your Domain and API Key, follow the steps below:

1. Go to your support portal and look at the URL. Your Domain is the string prior to .freshservice.com. In the example below, the domain is yourdomain. Enter this value into Ethyca.

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2. Click "Login" in the upper right corner and log in with your credentials.

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3. Click on your avatar on the top right corner. Select "Profile Settings" from the menu.

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4. Complete the CAPTCHA to view your API Key. Paste your API Key into Ethyca.

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When you've finished adding your connection details, you can move on to the next two tabs to configure your DSR Customization settings and complete your Data Mapping.