Freshservice Integration with ATS-HCM-Entra-ERP

Microsoft Recognizes Aquera as Strategic Alliance Partner:

Microsoft features Aquera as strategic partner for HR-driven identity integration with Active Directory (AD)and Entra ID, and sync with 900+ non-Gallery business apps.

Microsoft Entra with Aquera: Identity Lifecycle Management at Scale:

✅ Microsoft recognizes Aquera for HR-driven identity sync between Entra ID (Azure AD) and HCM, embedding identity context throughout the employee lifecycle to reduce risk.
✅ Gartner Designates Aquera"Cool Vendor" and “Specialists" in “Identity data integration" and "SCIM gateway".

HR-driven ITSM Sync with Entra ID: Key Use Cases

The Aquera Freshservice (Freshworks) sync automatically provisions user accounts and generates Joiner-Mover-Leaver (JML) service tickets from early HCM signals, or from Entra, to Freshservice.
✅ User Lifecycle Management: Automate Freshservice user account creation and update for onboarded employees, update from job/role changes, and deactivation when offboarded. Deploy to cloud (Entra ID), on-premises (AD), or hybrid (AD, Entra ID).
✅ Automated JML Ticket Generation: Generate Freshservice tickets directly from early pre-HCM employment signals or from AD/Entra ID. As examples, see Aquera on Greenhouse Marketplace and ADP Marketplace.
✅ Sync Departments and Locations across Freshservice, Entra ID, and HCM for fulfillment.
✅ Sync ERP cost centers, GL, project codes, … with Freshservice for cost allocation.
✅ Sync HCM with ERP for budget alignment.
✅ Supervised Provisioning to Fulfill Access Package Requests: Fulfill Freshservice service requests in Entra ID only upon approval:
► Service Catalog: Create Service Catalog in Freshservice of requestable Access Packages in Entra ID. For approved tickets, create corresponding Access Packages in Entra ID. Close fulfilled tickets.
► Group Assignments: Automate group and distribution list (DL) assignments and removals.
✅ Unified Platform for Joint HR and IT Staff Service Ticketing: Examples include:
► Data Quality: Generate Freshservice tasks for HR and IT staff to review and approve necessary data quality fixes to HCM system of record.
► Password Resets: Generate and email employees for Freshservice tasks to reset password; when fulfilled, close ticket in Freshservice.
✅ Audit Logging: Granular logging of Freshservice-based identity changes and approvals in Entra ID for audits.
✅ See Aquera for Freshservice on Freshworks Marketplace.
✅ See also Aquera for Freshdesk on Freshworks Marketplace.

Trusted by 1,000+ Customers:

Over 1,000 market-leading innovators have deployed Aquera. For other apps, Aquera SCIM Gateway for Entra ID synchronizes user data for consistent and unified identity management.
✅ See Microsoft API-driven Inbound Provisioning and HR-to-Target App provisioning.

Key Benefits:

✅ Protect the Identity Directory with Supervised Provisioning: Allow updates to Entra ID only for requests approved in Freshservice.
✅ Automated Real-Time Sync: Auto-provision and update Freshservice accounts on lifecycle events; auto-create and update tickets.
✅ Automated Workflows: Streamline processes through automated workflows to approve/grant based on policies.
✅ Enhanced Operational Efficiency: Re-deploy internal resources; reduce errors by automating repetitive ITIL processes.