Freshworks Freshservice

Configuring a webhook integration with Freshworks Freshservice allows Identity Security Insights to automatically send detections and recommendations to Freshservice. The webhook also creates incident tickets automatically in Freshservice, eliminating the need for manual intervention and reducing delays. This helps your organization to improve its overall security posture.

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Important

Third-party documentation is subject to change. Updates might not be reflected in BeyondTrust documentation. For the most up-to-date information, visit Freshworks Freshservice.

Requirements

• Admin access to the Freshworks Freshservice portal
• A Freshworks user account with IT Agent role
• API key access for the Freshworks agent user account
• An Identity Security Insights account with administrator privileges.
• An account that has access to the applicable tenant in Identity Security Insights.

Configure Freshworks

Create a team member with an Agent Support Role

1. Log in to the Freshworks portal as an admin user.
2. Click the ellipsis icon on the left side of the screen.
3. Click Admin.
4. Click the hamburger button (three lines) and ensure that you have chosen the right workspace to edit.
5. Scroll down to the User Management section and click Agents.
6. Click New Agent and enter the details to create new agent.
7. Once the agent is created, go back to your workspace.
8. Scroll down to the User Management section and click Agents.
9. Click Agents and edit the newly created agent.
10. Go to the Permissions section and edit Group and Roles.
11. Under the Roles section:
    1. Assign IT Agent role or, if you created a custom role for ticket creation, choose that.
    2. Choose the scope for the role. For example, IT Agent across all groups in the service desk.

Obtain agent API key

To obtain the Agent API key, log in to the Freshworks admin portal using the newly created team member with the Agent Support Role:

1. Click the agent profile in the upper right.
2. Click Profile Settings.
3. Click Your API Key to view the API key.
4. Copy the API Key. This key is used to set up webhooks in BeyondTrust Identity Security Insights.

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Note

It may be necessary to respond to a reCAPTCHA to view the API key.

Create a webhook integration for Freshservice

1. In Identity Security Insights, select your tenant.
2. In Insights, click > Insights > Integrations.
   The Integrations page displays the available integrations.
3. Click Webhooks or your product.
   The Summary page displays.
4. Click Create Integration.
   The Configure Integration page displays.
5. Enter the following information:
   • Name: A name for the new webhook, for example, Freshworks.
   • Webhook URL: https://youraccount.freshservice.com/api/v2/tickets
   • Authorization Type: Basic
   • Username: The agent API key generated in Freshservice.
   • Password: Any random value
   • Webhook Template: Use the below test webhook JSON template to test the connection and send a webhook to Freshservice. After a successful test with the static test data, the template can be configured. Create or change the fields and add variables as per your requirements.

{
  "description":"%%definitionSummary%%",
  "subject":"%%incidentType%%",
  "email":"[email protected]",
  "priority":4,
  "status":2,
  "source":2,
  "cc_emails":[
  "[email protected]",
  "[email protected]"
  ]
}

Create the Freshservice ticket

Detections, recommendations, and ticket creation are configured to occur automatically for your Freshservice integration.

You can also dynamically send the webhook to create a ticket in Freshservice, following these steps:

1. In Identity Security Insights, in the header, select your tenant from the dropdown.

2. In the tenant's Home page dashboard, click View Detections.

3. Click the detection to open its details.
   The Detection Details page displays.

4. Click the entity name for a listed detection to open its details.
   The Instance Details page displays.

5. Click Take Action > Freshworks Freshservice.
   The ticket is created in Freshservice.

View the ticket in Freshservice

1. Log in to the admin portal as the Agent user and navigate to Tickets > List in your Dashboard.
2. Click the ticket to view its details.

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Note

For more information on working with Freshservice tickets, see Viewing and Updating Tickets on Freshservice's documentation site.