Zendesk (Pro)

The Zendesk Integration allows you to push DefectDojo Findings and Finding Groups as Zendesk tickets, assigned to a Zendesk Group of your choice.

Instance Setup#

• Label should be the label that you want to use to identify this integration.
• Location should be set to your Zendesk account URL, for example https://your-subdomain.zendesk.com.
• Email should be the email address of the Zendesk agent the API token belongs to.
• API Token should be set to a Zendesk API token. An administrator can create one in the Zendesk Admin Center under Apps and integrations > APIs > Zendesk API (token access must be enabled).

Issue Tracker Mapping#

• Group ID should be the numeric ID of the Zendesk Group that tickets will be assigned to. You can find it in the Admin Center under People > Team > Groups, or in the URL while viewing the group.

Severity Mapping Details#

This maps to the Zendesk ticket Priority field, which accepts low, normal, high, and urgent:

• Severity Field Name: Priority
• Info Mapping: low
• Low Mapping: low
• Medium Mapping: normal
• High Mapping: high
• Critical Mapping: urgent

Status Mapping Details#

Zendesk tickets support the statuses new, open, pending, hold, solved, and closed. Note that hold must be enabled on your account before it can be used.

• Status Field Name: Status
• Active Mapping: new
• Closed Mapping: solved
• False Positive Mapping: solved
• Risk Accepted Mapping: pending

A few Zendesk-specific behaviors to be aware of:

• The ticket description is the first comment in Zendesk and cannot be edited after creation, so pushing an updated Finding will sync the ticket’s subject, priority, and status, but not description changes.
• Tickets are marked solved rather than deleted when a Finding is removed; Zendesk closes solved tickets automatically after a period of time.
• closed is a final status - closed tickets cannot be updated at all, and pushing a Finding whose ticket has closed will report an error.