Zoho Desk

What is the Zoho Desk webhook?

A configured Zoho Desk webhook sends detections and recommendations from Identity Security Insights directly to Zoho Desk.

How is it useful?

The Zoho Desk webhook allows for the automatic creation of incident tickets, which eliminates manual intervention and delays while helping organizations improve their overall security posture.

Prerequisites

BeyondTrust

You must have:

• access to an Insights tenant
• an Insights account with the Administrator role

Zoho Desk and Zoho Flow

You must have:

• an active Zoho Creator account and subscription
• Administrator role access to Zoho Desk
• Administrator role access to Zoho Flow
• a connection between Zoho Flow and Zoho Desk with the following:
  • webhook trigger
  • custom functions (to create tickets and leverage the webhook trigger)

⚠️

Important

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

Configure your Zoho Desk webhook

1. Ensure you have:

   • an Agent Support role with Admin privileges in Zoho Desk,
   • an Agent Support role with Admin privileges in Zoho Flow,
   • created a new flow in Zoho Flow and named it for Insights (for example, BeyondTrust Identity Security Insights), and
   • created a connection for Zoho Desk with the webhook trigger and custom functions (to create tickets and leverage the webhook trigger) set.

2. In Insights, select> Insights > Integrations from the main menu.
   The Integrations page displays.

3. Click Webhooks.
   The Summary page displays.

4. Click Create Integration.
   The Create page displays.

5. Enter the following information:

   • Webhook Name: a human-readable name (for example, Zoho Desk)
   • Webhook URL: the Webhook URL listed on your Zoho Flow's Webhook Trigger > Configuration page
   • Authorization Type: leave unselected
   • Webhook template: Copy and paste the following template:
   
   

   {
   
   "short_description":"%%definitionId%%",
   
   "description":"%%definitionSummary%%",
   
   "active":"true",
   
   "portal":"Beyond Trust",
   
   "impact":“%%entityType%%”
   
   "urgency":“%%severity%%”
   
   }
   

6. Optionally, add additional variables as listed in Insights to the template.

7. Select Send detections automatically.

8. Click Save Integration.
   The Zoho Desk webhook is configured.

Test the Zoho Desk webhook

1. In Insights, click > Insights > Integrations.
   The Integrations page displays.
2. Click Webhooks.
   The Summary page displays.
3. Locate your webhook from the list and click it.
   The webhook Configuration page displays.
4. At the bottom of the page, click Test Connection.
   A confirmation message displays.
   • If the test is successful, you can optionally test the configuration from Zoho Flow.
   • If the test is unsuccessful, there was an error while attempting to send a request to the configured webhook destination. Review all entries to ensure they are correct both in Insights and in Zoho Flow, then retry the test.