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Connecting Autobahn Security with Freshservice lets you turn security findings into Freshservice tickets in a few clicks. You can send a whole Cyber Fitness Workout, with its remediation guidance and affected assets, straight into your Freshservice service desk so your team can track and fix issues in the tool they already use.

The integration is bi-directional:

– Autobahn Security to Freshservice – when you send a workout, Autobahn Security creates and updates the ticket in Freshservice using the API credentials you provide.

– Freshservice to Autobahn Security – when the ticket’s status changes in Freshservice, a webhook tells Autobahn Security so the matching workout status updates automatically.

This guide walks you through getting your Freshservice credentials, connecting Freshservice to Autobahn Security, setting up the webhook for two-way sync, and sending your first workout as a ticket.

1. Before you start: get your Freshservice domain and API key

You need two things from your Freshservice account to set up the integration: your domain and your API key.

1 – Log in to your Freshservice account.

2 – Your domain is the web address of your Freshservice account, in the form yourcompany.freshservice.com. You can copy it from your browser’s address bar.

3 – To find your API key, click your profile picture in the top-right corner and select Profile settings.

4 – On your profile page, your API key is shown in the right-hand panel (under “Your API Key”). Copy it. You will paste it into Autobahn Security in step 3.

Note: The API key inherits the permissions of the Freshservice user it belongs to, so use an account with enough access for the integration to work on your behalf. It needs to:
– Create and Update tickets: to raise tickets from workouts and to sync status changes back (for example, resolving a ticket when its workout is closed).
– Read agents, groups, requesters, and workspaces: so the “Send to Freshservice” panel can list these options from your account for you to pick from.

2. Navigate to the Freshservice integration page

1 – Log in to your Autobahn Security account here.

2 – Navigate to the integration page by clicking the Integrations button on the sidebar.

3 – Click the Configure button on the Freshservice tile.

3. Add your Freshservice credentials

On the “Configure an integration” page you will see the Input your Freshservice credentials form with three required fields.

1 – Label – enter a name to identify this connection (for example My-Label-001).

2 – Domain – enter your Freshservice domain in the form yourcompany.freshservice.com (from step 1).

3 – API Key – paste the API key you copied from Freshservice (from step 1). Use the eye icon to show or hide the value while you check it.

4 – Click Test and save. Autobahn Security validates the credentials and, if they are correct, saves the connection and enables the integration.

Note: If the test fails, double-check that the domain has no https:// prefix and no trailing slash, and that the API key was copied in full. Use Reset to clear the form and try again.

After saving, the page reopens in edit mode and now shows an Inbound webhook URL, which you use in the next step. Reach this page any time by clicking Edit on the Freshservice tile.

4. Set up bi-directional sync with a webhook

The credentials you saved let Autobahn Security push tickets into Freshservice. To also pull status changes back the other way (so a ticket closed in Freshservice updates the workout in Autobahn Security), add Autobahn Security’s webhook to your Freshservice automation rules.

1 – On the Freshservice Edit page in Autobahn Security, find the Inbound webhook URL section. It reads: “Add this URL as a webhook in your Freshservice automation rules so ticket status changes sync back to Autobahn.”

2 – Click the copy icon next to the URL to copy it. It looks like this:

https://app.autobahn-security.com/api/ticket-management/freshservice/webhook/<your-unique-id>

Then copy the Webhook secret shown just below it (use the copy icon next to the masked value). You’ll add this as a request header in step 5 so Autobahn can verify the webhook genuinely came from your Freshservice. Each connection has its own URL and secret, so always copy the ones shown on your page.

3 – In Freshservice, go to Admin and open the Workflow Automator (under Automation & Productivity). Create a new automator that runs on Tickets.

4 – Set the trigger so the rule runs when a ticket is updated, and add a condition for the ticket status changing (for example, to Resolved or Closed).

5 – Add a Trigger Webhook action:

• Request type: POST
• URL / Callback URL: paste the Inbound webhook URL you copied in step 2
• Requires Authentication: leave unchecked
• Custom header: add one header:
  • name X-Autobahn-Webhook-Secret
  • value = the Webhook secret you copied in step 2
• Encoding / Content type: JSON
• Content: Advanced (custom request) and enter this body:

{
  "ticket_id": "{{ticket.id}}",
  "status": "{{ticket.status}}"
}

6 – Save and enable the automation rule.

Now, when a ticket’s status changes in Freshservice, Freshservice calls the webhook and Autobahn Security updates the corresponding workout status automatically.

Note:
– The exact menu names and options in Freshservice can vary by plan and version. If you cannot find the Workflow Automator or the Trigger Webhook action, see Freshservice’s official guide: Using Webhooks with the Workflow Automator.
– The webhook is listened whenever the ticket status is closed to remediate the issues in Autobahn.

5. Enable or disable the integration

Once saved, the Freshservice tile on the Integrations page shows a toggle and an Edit button instead of the Configure button.

– To disable the integration, navigate to the Integrations page and switch the toggle on the top right of the Freshservice tile to off (to the left). This pauses the connection without deleting your credentials.

– To enable it again, switch the toggle back on (to the right).

– To update your credentials, click Edit on the Freshservice tile.

6. Send a workout to Freshservice

After the integration is enabled you can send any workout to Freshservice as a ticket.

1 – Navigate to the Workouts page from the sidebar.

2 – In the View workouts list, click the selection circle on the left of the workout you want to send. An action bar appears above the table.

3 – Click the Send to dropdown and select Freshservice. The “Send to Freshservice” panel opens on the right.

4 – Choose which asset information to include:

– Send all the asset information (default) – includes every asset affected by the workout.

– Customise selection – lets you pick specific assets to include in the ticket.

5 – Fill in the ticket fields:

– Subject (required) – pre-filled with the workout name (for example “Autobahn Security: Secure exposed auth.json and remove embedded secrets”). Edit it if you like.

– Description (required) – pre-filled with the workout’s description, risk, objectives, and a link back to the workout in Autobahn Security. Edit it if you like.

– Requester (optional) – search by full email address, or browse, to set who the ticket is raised for.

– Group (required) – assign the ticket to a Freshservice group.

– Workspace (optional) – choose the Freshservice workspace the ticket belongs to.

– Priority (optional) – set the ticket priority (Low, Medium, High, or Urgent).

– Assignee (optional) – assign the ticket to a specific agent.

The Requester, Group, Workspace, and Assignee options are pulled from your own Freshservice account.

6 – Click Send. Autobahn Security creates the ticket in Freshservice.

Once the ticket is created, the Freshservice ticket column for that workout in the Workouts table changes from “Not created” to show the created ticket. You can send the same workout again later if you need to raise another ticket.

Tip: You can also send a workout to Freshservice from inside a workout’s detail page using the Send to (share) icon in the top-right corner. The panel and fields are the same.