Freshworks Freshdesk

Owned by Jonathan Bellard
Last updated: Feb 28, 2024
2 min read

Overview

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.

In this article, you will find information on the following topics:

  1. Set Up

  2. Exporting Issues to Freshdesk

  3. Freshdesk Issue Status

  4. Regressing Issues

Set Up

To set up the Freshdesk integration, follow these steps:

  1. Access the Menu and navigate to Connected Accounts.

  2. Click on 'Configuration' under Freshdesk.

  3. Provide the host URL for your Freshdesk subscription (e.g., https://company.freshdesk.com/).

  4. Enter your API key, which can be found within your Freshdesk profile page.

  5. Click 'Save'.

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:

  1. Phase view

  2. Individual issue view

To export a single issue, follow these steps:

  1. Navigate to Results on the Menu and select Issues.

  2. Click on the three-dots menu next to the desired issue.

  3. Choose 'Export to Freshdesk'.

  4. Confirm the Ticket Type, Source, and Group for the issue in Freshdesk.

  5. Click 'Export'.

The exported issue in Freshdesk will include the following information:

  • 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:

  1. Navigate to Results on the Menu and select Issues.

  2. Select multiple issues using the checkboxes.

  3. Click on 'Actions' in the top right-hand corner.

  4. 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’.

This means, if issues have been marked as ‘done/resolved’ within Freshdesk by accident, they can be moved back to ‘in progress’, and the platform will be updated.

When a ticked is closed or reopened in Freshdesk, a comment is added to 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.