Keeper Security Brings Access Approvals into Freshservice Tickets

The new Workflow App lets IT and security teams search Keeper vault content and handle access requests within their existing helpdesk workflow.

Keeper Security has announced its Freshservice Workflow App, allowing IT and security teams to manage Keeper vault access requests directly from Freshservice tickets.

The integration addresses a familiar service desk problem: an employee submits an access request, but the assigned agent must switch systems to find the relevant record, configure permissions and complete the approval. Keeper’s official integrations directory confirms that the app brings vault access fulfillment into the Freshservice ticket sidebar.

For employees waiting for access and teams processing requests, the app is designed to reduce those handoffs while keeping approval decisions connected to the original ticket.

From request to approval in one interface

An employee starts the process by submitting a request through a Freshservice service catalog item. The assigned agent can then open a Keeper Vault tab within the ticket to search Keeper content, configure permissions, and approve or deny the request.

According to Keeper, this workflow reduces the need to move decisions through separate systems, email threads or chat conversations that may sit outside the established audit process.

The integration also supports Endpoint Privilege Manager and Cloud SSO device approvals when paired with Keeper’s ITSM for Freshservice app. This gives administrators a shared ticketing interface for vault access requests and those additional approval workflows.

Customer-controlled infrastructure processes the actions

While Freshservice provides the request interface, Keeper says the underlying actions run through a customer-hosted Keeper Commander ServiceMode endpoint.

In practical terms, the integration relies on infrastructure owned and controlled by the organization to process Keeper actions. Keeper states that credentials are not stored inside Freshservice and that its encryption and access controls remain in place.

Craig Lurey, Keeper Security’s chief technology officer and co-founder, said the architecture keeps the cryptographic boundary within Keeper, with Freshservice serving as the interface for requests.

Darren Guccione, chief executive officer and co-founder, emphasized the importance of keeping access decisions within governed workflows as organizations manage requests from both people and machine identities.

Why the integration matters

Access approvals affect how quickly employees can begin or continue their work. They also require security teams to track who receives access and how each decision is made.

The app’s practical value is bringing those responsibilities into the ticket agents already handle. It aims to simplify fulfillment while preserving the connection between an employee’s request and the resulting access decision.

Keeper says the Freshservice Workflow App is available now in the Freshworks Marketplace for organizations with an active Keeper Commander deployment.

Organizations can visit Keeper’s integrations directory and Keeper Documentation for more information.