Zendesk App

In this article:

Automate ticket creation with the Security Scorecard Zendesk app for faster responses to security incidents and threats. Set up rules to generate and assign tickets and get notified in your normal Zendesk workflow for events in your Scorecard or that of a vendor, such as:

• A score drop 
• A finding of a particular issue, such as a vulnerability in Mitre Corp.'s list of Common Vulnerabilities and Exposures (CVE)
• A breach

A ticket generated by a rule includes important details about the event and a link to SecurityScorecard for more context. You can resolve the issue if the event affects your own company Scorecard, or contact the impacted third party, such as a vendor, for next steps. 

Install the app

First, make sure you have the following: 

• SecurityScorecard account with a paid plan
• Zendesk account

Now take these steps:

1. Select Marketplace from the top menu in the SecurityScorecard platform.
   
   
   
   
2. On the Integrate360° Marketplace page, select Zendesk to access the installation page for the app.
   
   
   
   
3. On the Zendesk page, click Install.
4. In a separate browser tab, go to your Zendesk site and copy the subdomain from your site URL For example, if your site URL is your-company.zendesk.com, the subdomain is your-company.
   
   
   
   
5. Paste your Zendesk subdomain URL in the text box, and click Confirm, so that Zendesk can access SecurityScorecard. 
   
   

When the installation completes, you are redirected to the Rule & Actions tab for the app.

Create a rule

Tip: This article focuses on creating a rule for the Zendesk app. See  the Rule Builder article in Help Center for more information about working with rules.

You can create a Zendesk rule from two different starting points:

• The Rules & Actions tab for the installed Zendesk app
• The Rules tab of the Settings panel for in the Security Scorecard platform.

Create a rule from the Zendesk Rules & Actions tab

1. On the Rules & Actions tab, select Create my own rule from the drop-down list.
   
   
   
   
2. On the Rules tab of your Settings panel, give the rule a distinct name. 
   
   
   
   
3. If you receive a lot of notifications and want to assign greater urgency to this rule's notifications for quicker response, select the checkbox to prioritize them.
   
   
   
   Any notifications for the rule appear in the Prioritized tab  for Notifications, in the top-right area of the platform.
   
   
   
   
4. Select an event to trigger the rule.
   
   
   
   
5. Select whether the rule applies to your own Scorecard, any Scorecard you follow, or all Scorecards in a portfolio. If you select the third option, select a portfolio.
   
   
   
   
6. Select a responding action, in this case, creation of a Zendesk ticket.
   
   
   
   
7. Select settings for the Zendesk ticket, and click Save.
   
   

The new rule appears on the Rules tab, where you can toggle its activation on and off. 



The new rule also appears in the Rules & Actions tab of Zendesk app page in Integrate360° Marketplace, where you can click a link to edit it as needed.

Create a rule on the platform rules page

1. Click your platform avatar, and select My Settings from the drop-down list.
    
   
   
   
2. On the Rules tab of the Settings panel, select whether to create a new rule or use a predefined rule.
• If you select the option to create a new rule, the remaining steps are identical to steps 2 through 7 of Create a rule from the Zendesk Rules & Actions tab.
• If you select the option to use or customize a predefined rule, follow the remaining steps in this section.
  
  
3. Rename the rule to reflect your needs. For example, if you select the predefined rule for high-severity issues, change it to indicate that the action is a Zendesk ticket.
   
   
   
   
4. Change the action to Create Ticket.
   
   
   
   
5. Select settings for the Zendesk ticket, and click Save.

The new rule appears on the Rules tab, where you can toggle its activation on and off. 



The new rule also appears in the Rules & Actions tab of Zendesk app page in Integrate360° Marketplace, where you can click a link to edit it as needed.

View tickets

Any tickets that you generate through rule automation in SecurityScorecard appear with other tickets in Zendesk.

Get Help 

If you need help or have questions, submit a Support request.