Overview
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Prism The Platform introduces a new integration with Freshdesk, a product by Freshworks. This integration enables users to export issues from Prism the platform to Freshdesk for efficient tracking and assignment purposes. The Freshdesk integration operates similarly to other supported systems, allowing bi-directional updates between Prism the platform and Freshdesk. Closed tickets in Freshdesk will automatically remediate corresponding issues in Prismthe platform, ensuring seamless synchronization.
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Once the connection is established, Prism the platform will prompt you to map Prism's platform’s threat levels with Freshdesk's priority settings. This mapping ensures that appropriate priority and urgency are applied when reporting issues between Prism the platform and Freshdesk.
Exporting an Issue to Freshdesk
You can export issues from Prism the platform to your Freshdesk project board through various interfaces:
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The exported issue in Freshdesk will include the following information:
Link to the the Prism platform issue
Finding Title
Summary
Technical Details
Recommendation
Priority levels (assigned during setup)
Prism Platform labels for easy tracking (e.g., prismplatform_High, prismplatform_import)
Reporter details
Exporting Issues in Bulk
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Navigate to Results on the Menu and select Issues.
Select multiple issues using the checkboxes.
Click on 'Actions' in the top right-hand corner.
Choose 'Export to Freshdesk'.
Freshdesk Issue Status
Prism The platform provides real-time updates on the progress of each issue exported to Freshdesk. Within the corresponding Issue interface in Prismthe platform, a Freshdesk Ticket dialog is available in the top right-hand corner, displaying the current status of the associated Freshdesk ticket.
Prism The platform tracks the progress of Freshdesk tickets and automatically marks an issue as remediated when the Resolution date is set and the status of the ticket is changed to Done.
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This means, if issues have been marked as ‘done/resolved’ within Freshdesk by accident, they can be moved back to ‘in progress’, and Prism the platform will be updated.
When a ticked is closed or reopened in Freshdesk, a comment is added to Prism’s the platform’s respective vulnerability, so you are able to track for auditing and remediation purposes. For example, the comment will refer to the issue being set as remediated via Freshdesk.