Freshdesk
Freshdesk, by Freshworks, is a leading customer engagement platform that enables people to work together to delight customers at every touchpoint. With the Freshdesk for Slack you can:• Create and update tickets from Slack messages. You can also add private notes and even reply to customers, without having to switch tabs or open up Freshdesk.• Resolve issues faster by allowing ticket notifications from Freshdesk to be posted to relevant channels automatically, with real-time updates.• Deliver stellar customer support, by inviting other team members and non-Freshdesk agents in the organization to collaborate on tickets, right within Slack. Freshdesk also supports a Slack app on their marketplace, that allows you to push new and updated ticket notifications to a Slack channel through automation rules. To view the app, visit: https://www.freshworks.com/apps/freshdesk/slack_v2Freshworks is trusted by hundreds of thousands of businesses worldwide. Visit https://freshdesk.com to learn more.
Permissions
Freshdesk will be able to view:
Freshdesk will be able to do:
Review the details to better understand this app’s security practices. To learn more about assessing apps for your workspace visit our Help Center.
General
Developer
Freshworks Inc
Company headquarters location
United States
Terms of service
Privacy & data governance
Data retention policy
The default retention setting for Customer Data is to keep everything for as long as the app is not uninstalled. As soon as the app is uninstalled, the data is deleted.
Data archiving and removal policy
Upon customer deletion, Freshworks deletes customer data from our production environments within 24 hours and backups are deleted in 7 days.
Data storage policy
Customer Data is stored redundantly at multiple locations in our hosting provider’s data centers to ensure availability. Customer Data and our source code are automatically backed up nightly. The Operations team is alerted in case of a failure with this system.
Data center location(s)
United States
Data hosting details
Freshworks is completely a cloud based solution and is hosted on AWS
Data hosting company
AWs
App/service has sub-processors
yes
Guidelines for sub-processors
Certifications & compliance
ISO/IEC-27001 certification
Privacy Shield notice
GDPR commitment
Data deletion request procedure
We enable data controllers to ensure information remains accurate, valid and fit for purpose. Freshworks acts in the capacity of a Data Processors providing SaaS products. Accordingly, it support its customers acting as Data Controllers to meet its obligations with regards to processing Subject Access Request (SAR). Product administrators have the ability to fulfil subject’s right to rectify and other rights around data accuracy.
HIPAA compliant
no
While this app may offer HIPAA compliance, Slack does not have a business associate agreement with any third-party application providers, including those in the Slack Marketplace, so you are responsible for validating the provider's compliance and executing an appropriate agreement before enabling.
Security
Date of latest pen test
2020-02-20
Executive summary is available to potential customers upon request
yes
Supports Single Sign On (SSO) with the following providers
Okta, Google
Supports Security Assertion Markup Language (SAML)
yes
Has a dedicated security team
yes
Contact for security issues
security@freshworks.com
Has a vulnerability disclosure program
yes
Vulnerability disclosure program URL
Vulnerability disclosure program covers Slack app
yes
Has a bug bounty program
no
Requires third party authorization/connections
yes
Uses token rotation
no