Hexnode UEM for Freshservice is all about equipping your ITSM agents with the right tools to efficiently and securely mitigate employee concerns without ever leaving your Freshservice instance. A capable endpoint management solution is usually the key to instant fulfillment of service requests or mitigation of possible threats. Hexnode UEM brings its simple yet exceptionally powerful endpoint management capabilities over to Freshservice so that your service agents can solve all device related issues instantly, thus reducing downtimes and improving the entire service experience. The Hexnode UEM app for Freshservice is designed to establish a secure communication interface between your Freshservice instance and Hexnode UEM so that approved service agents can leverage certain UEM functionalities to breeze through their daily tasks with ease. When an employee creates a ticket in Freshservice, the Hexnode UEM application automatically links that ticket to the specific user. The agent is then capable of initiating actions and retrieving useful information about the user’s devices from Hexnode UEM to easily resolve the request.

Hexnode UEM – The following steps are to be performed by a Hexnode UEM administrator. 1. Login to your Hexnode UEM console and navigate to Admin > Integrations. 2. In the Available Integrations sub-tab, click on Freshservice. 3. If you are configuring the integration for the first time, read the confirmation dialog thoroughly and make sure that necessary steps are taken to secure the generated API token. 4. Provide a name for the integration, the validity of the API key, and click Next. 5. Copy the API key and pass it securely to a Freshservice administrator along with the console address. The console address should be in the format - yourportal.hexnodemdm.com. 6. Ask your Freshservice administrator to perform the steps listed below and click Done once complete. Freshservice – The following steps are to be performed by a Freshservice administrator. 1. Login to your Freshservice instance and click on your profile. 2. You will be able to obtain an API key from the Edit Profile page. Copy the API key and navigate to Admin > Apps and search for Hexnode UEM. 3. On clicking Install, the configuration page shows up, which requires the Hexnode UEM Console Address and the API key. Provide these details as prescribed by your Hexnode UEM administrator and click Next. 4. On the next page, please provide your Freshservice address in the format – yourportal.freshservice.com and the API key you have copied earlier from the profile page. 5. Verify the credentials and click Save or Install. This completes the integration process.