Keeper Security has introduced a Freshservice Workflow integration that brings vault and privileged access requests directly into the ticketing platforms used by IT and security teams. The integration allows agents to manage Keeper vault access and approval requests—including Endpoint Privilege Manager and Cloud SSO device approvals—without leaving a Freshservice ticket. By keeping approvals within the ticket workflow, teams can avoid switching between systems or relying on less-auditable channels such as email and chat, helping eliminate workflow bottlenecks.
Streamlining Ticket Management and Approval
Access approvals often stall after the initial request creation. A user submits a helpdesk ticket, but the person fulfilling it has to leave that ticket, log into a separate system, track down the right record or folder and manually grant permission before reporting back. Each handoff introduces delays and moves access decisions outside of the audit trail.
The Keeper Security Freshservice Workflow App removes that handoff. When an employee submits a request through a Freshservice service catalog item, the assigned agent can search through Keeper content, configure permissions and approve or deny the request from a Keeper Vault tab inside the ticket itself. Every action runs through a customer-hosted Keeper Commander ServiceMode endpoint, so Keeper’s zero-knowledge encryption and access controls stay intact, and Keeper never stores credentials inside Freshservice’s IT Service Management (ITSM) and Enterprise Service Management (ESM) platform.
“The cryptographic boundary cannot move outside Keeper,” said Craig Lurey, CTO and Co-founder of Keeper Security. “This integration processes every approval through Commander ServiceMode on infrastructure owned and controlled by the customer, so the attack surface doesn’t expand when you wire Freshservice into your approval workflow. Freshservice is the interface for the request, never the place where secrets are stored.”
“Every access request is an identity decision, and the further those decisions drift from a governed system, the weaker the audit trail becomes,” said Darren Guccione, CEO and Co-founder of Keeper Security. “Integrating Keeper into Freshservice keeps approval decisions inside a ticketing system that security teams already trust, which means zero standing privilege and full audit control stay intact. This becomes increasingly important in the agentic era, as access requests multiply across both human and machine identities.”
The integration also supports Endpoint Privilege Manager and Cloud SSO device approvals when paired with Keeper’s ITSM for Freshservice app, so security admins maintain a single ticketing interface for both incident-driven access requests and routine approval workflows.
Availability
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