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Create Tickets for Freshdesk
Create Tickets for Freshdesk

Create a Freshdesk ticket through Drata associated with risk, control, or test.

Faraz Yaghouti avatar
Written by Faraz Yaghouti
Updated over a week ago

HERE'S WHY

Managing your security compliance can require coordination and collaboration with other members of your organization. Drata makes this easier by integrating with the tools you already use on a daily basis, including Freshdesk. By connecting Freshdesk to Drata with write access enabled, you can create and assign tickets for Controls (DCF and Custom), Tests, and Risk Management in Drata and have them accessible in your Freshdesk account.

Before Diving In…

  • If your account is on the Sprout plan, the API key and the API functionality will NOT be available.

  • Users with admin, information security leads, and workspace manager access can create and view Freshdesk tickets within Drata, however a user must have Admin access in order to set up or edit the Freshdesk connection

  • 'Write Access' is already enabled when creating the initial Freshdesk connection

Limitations / Watchouts

  • Tickets can be created in primary and secondary workspaces

HERE'S HOW

Connecting Freshdesk To Drata

  • In your Connections page, click on Available connections and select the Ticketing type. Scroll down to Freshdesk and click on Connect

  • The slide-out panel will provide step-by-step instructions to set up the connection.

Creating Freshdesk Tickets via Drata

When 'Write Access' is enabled you are able to create tickets from any Control Details, Test Details, or Risk Details (in Risk Management) drawer.

If there are no tickets currently associated with a Control, Test, or Risk, you will be prompted to create one to get started.

  • Complete your ticket details. The title and description will be auto-populated. Note that you cannot fill in a field with only numbers as they are not accepted in the platform. You can enter both numbers and letters into a field however.

  • Click on Create ticket once you are completing the ticket details you’d like to input.

Viewing and Managing Tickets in Drata

When Freshdesk tickets have been created for a specific Control, Test, or Risk (in Risk Management), they will display within the drawer. The most recently added ticket will display at the top of the list.

Each ticket listing includes the following information:

  • Ticket Summary / Short Description – as entered by the user

  • Ticket code – as generated by Freshdesk, ex: 128

  • Date the ticket was created

  • Date the ticket was updated

  • Ticket Status – as reported by Freshdesk

  • Name of Assignee – tickets can be assigned to any selectable Freshdesk User. This user does not need to be a tech gov or admin in Drata.

  • Name of person who created the ticket

  • To view, edit, and manage a ticket, click the Manage ticket and you'll be taken to Freshdesk.

  • To download the ticket information, click on the save icon next to the trash bin. This will download a zip which will contain a pdf of the ticket details.

  • To unlink a ticket from the control, test, or risk, click the trash bin. Unlinking a ticket will not delete the ticket in your Freshdesk account. Note: once a ticket is removed, it cannot be re-linked.

  • A maximum of three ‘In Progress’ tasks will display in the list in the drawer. To see all tickets associated with a particular Control, Test, or Risk (in Risk Management), click the ‘View all tickets’ link and a modal will open.

Here the tickets are divided into two standardized categories, 'In Progress' and 'Done':

  • In Progress – Tickets in any open state as defined in your Freshdesk instance.

  • Done – Tickets in any completed state as defined in your Freshdesk instance, i.e. Closed, Done, etc.

Only tickets created in Drata for that specific Control, Test, or Risk (in Risk Management) will display in Drata. Tickets created directly in Freshdesk will not be pulled into the Drata application for ticket management.

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