4. Reduce IT tickets with automated access requests

IT teams can lose countless hours approving access requests, provisioning accounts, and tracking changes. Employees might request tools over email or in chat, managers then submit tickets to the IT department, and before long, a queue builds up. The result is a bottleneck that frustrates everyone and can drive employees to bypass IT approval altogether, using unsanctioned tools that increase your risk surface.

With 1Password SaaS Manager, access requests become faster, more manageable, and much easier to audit. 

App catalog for employees to request access to apps 

Employees can browse a central catalog of approved apps and request access directly. You decide which apps appear in that catalog, the access levels available, and the approval steps required. These requests can still integrate with a third-party ticketing system, but – with key details and approvals handled automatically – IT spends less time chasing updates and more time focused on higher-value work.

For employees, it’s a fast and intuitive experience: they browse, request, and start using the tools they need to be productive without having to wait for ticket responses. For your IT team, it’s a streamlined process with an accurate, auditable record of changes.

Balance security with flexibility

Access levels and policies in 1Password SaaS Manager standardize how app access is granted. You can define which apps are:

• Birthright apps – granted automatically based on role or team.
• Requestable apps – available in the self-service catalog for anyone to request.

This approach lets you automate provisioning while retaining flexibility for apps that need to be managed on an individual basis. Approvals are performed through Slack, Microsoft Teams, or email, and every decision is recorded for auditing and logging purposes.

Simplify provisioning and approvals

When someone requests an app, IT admins can set up processes to:

1. Determine whether IT or manager approval is needed
2. Provision the licenses through your identity provider or a direct app integration
3. Create a task wherever manual input is required (with the option to synchronise that task with an ITSM tool)
4. Log every step

The result: Smart automation backed up by human oversight where it's needed most. Every action – approval, provisioning, or deprovisioning – is timestamped and auditable, giving you a complete record of who has access to what and when.

Integrate with existing tools and workflows

If your team already manages access requests in an IT service management (ITSM) tool, you can integrate 1Password SaaS Manager into your existing workflow. The level of integration depends on your chosen platform: 

1. 1Password SaaS Manager supports a broad two-way sync model with common ITSM tools such as Freshservice, ServiceNow, and Zendesk. When access-related tasks are created in 1Password SaaS Manager and the app catalog, SaaS Manager automatically generates and updates matching tickets in the ITSM tool. This avoids splitting work across two inboxes and ensures the ITSM remains the system of record for audits. As technicians update or close the ticket, 1Password SaaS Manager reflects those changes and completes the request.
2. Teams that use Jira Service Management (JSM) can take it one step further. Employees can request approved apps and access levels inside JSM, while the request still follows the access policies and approval chain defined in 1Password SaaS Manager. Once approved, the request flows back into 1Password SaaS Manager for automated provisioning or to trigger a manual task. This ensures that employees go to a single place to request hardware and software. 

Audit-quality records

Whether the request begins in 1Password SaaS Manager or in JSM, every detail – requester, approver, timestamps, fulfillment path – is logged. IT no longer needs to duplicate work between systems or chase updates, statuses stay synchronized, and compliance teams get an accurate record of how access was granted. 

Save time and reduce risk

Automating access requests eliminates repetitive, low-impact work, saving time and increasing productivity. Employees request what they need from a trusted catalog instead of submitting generic tickets. Managers approve access directly from Slack, Microsoft Teams, or email. The same system can revoke access automatically when it’s no longer required

Fewer manual steps mean faster approvals, fewer errors, and greater control over license assignments. The result: substantial time and cost savings, as well as full visibility into SaaS usage across your organization.

Why it matters

Automation strengthens your security posture. Without it, access requests can drain IT resources and frustrate team members, fueling shadow IT. 1Password SaaS Manager centralizes access request management, approval, and provisioning, ensuring:

• Employees get a straightforward way to request tools. 
• Managers approve within familiar systems. 
• IT stays focused on strategic work instead of triaging tickets.

With fewer requests to manage, less manual work, and a clear audit trail, you can reduce friction and risk while giving everyone a faster, more secure way to access the tools they need.

Once access requests are automated, you can focus on other challenges. Chapter 5 explores how 1Password SaaS Manager extends visibility and workflows to your physical IT assets, giving you a single view of each employee’s apps, access, and devices.