Overview
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The Platform introduces a new integration with Freshdesk, a product by Freshworks. This integration enables users to export issues from the platform to Freshdesk for efficient tracking and assignment purposes. The Freshdesk integration operates similarly to other supported systems, allowing bi-directional updates between the platform and Freshdesk. Closed tickets in Freshdesk will automatically remediate corresponding issues in the platform, ensuring seamless synchronization.
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Set Up
Exporting Issues to Freshdesk
Freshdesk Issue Status
Regressing Issues
Set Up
To set up the Freshdesk integration, follow these steps:
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Once the connection is established, the platform will prompt you to map platform’s threat levels with Freshdesk's priority settings. This mapping ensures that appropriate priority and urgency are applied when reporting issues between the platform and Freshdesk.
Exporting an Issue to Freshdesk
You can export issues from the platform to your Freshdesk project board through various interfaces:
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Link to the the platform issue
Finding Title
Summary
Technical Details
Recommendation
Priority levels (assigned during setup)
Platform labels for easy tracking
Reporter details
Exporting Issues in Bulk
To export multiple issues in bulk, use the following method:
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
The platform provides real-time updates on the progress of each issue exported to Freshdesk. Within the corresponding Issue interface in the platform, a Freshdesk Ticket dialog is available in the top right-hand corner, displaying the current status of the associated Freshdesk ticket.
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.
Regress Issues
You can regress items via Freshdesk if the vulnerability status is ‘unverified remediation’.
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