Last updated: 2025-08-27
``` Note: Freshworks will support the investigation of integration-related issues; however, issues originating from the third-party application are beyond Freshworks’ scope. We recommend reaching out to your account manager or the third-party provider’s support team. ```
Freshservice integration with Tenable Connector app enables IT and security teams to associate and sync the vulnerabilities data from Tenable to Freshservice (in real-time).
The Freshservice-Tenable Connector integration:
This article contains the following topics:
Supported plans
The Tenable Connector app is available for Freshservice customers with active subscriptions to the Pro and Enterprise plans.
Prerequisites for integration
Ensure you have the following, as part of the prerequisites for integration:
Install the app
To install the app:
1. Go to Admin > Automation & Productivity > Extensibility > Connector Apps.
2. Select Tenable Connector App from the Connector Apps list.
3. Click Install. The Configuration page opens.
4. Ensure that your Freshservice API Key is enabled before initiating the installation. Click Next.
_Note:_ _The Domain URL and API Key__fields are auto-populated._
5. Enter the relevant Tenable connection details in the Access key and Secret key fields. Then, click Connect.
6. (After the connection is established successfully) Click Next on the Connect Tenable tab.
7. On the Alerts tab, enable the Alerts toggle if you want to receive email notifications on any errors that are detected within the configured recipes.
8. If you’ve enabled alerts, enter the recipient email id(s) in the Email ID field.
9. Then, click Install.
View dashboard
The Overview page of a connector app includes the Dashboard and Dependency graph tabs.
The Dashboard helps you understand the total number of tasks you've consumed (this is the basis for your app usage billing), and also provides a consolidated graph view of the number of recipes, successful jobs, and failed jobs for all recipes.
To view the dashboard and dependency graph:
1. Go to Admin > Automation & Productivity > Extensibility > Connector Apps.
2. Click Tenable Connector App. The Configure Tenable Connector dialog opens.
3. Click Got it. The app’s Overview page opens.
_Note:_ _Use the Period, Project, All recipes, Service/App, and Tag filters to modify the graph view. You can also sort and view the required data in a tabular format (below the graph), and view your plan usage and connection details on the Dashboard__tab._
4. Go to the Dependency graph tab to view the dependencies in a grid layout.
5. Click any icon in the grid to view all the dependencies (such as Connection, Recipe, API Endpoint, and so on).
_Note:_ _Use the Asset, App, and Recipe status__filters to modify the grid view._
Set up available recipes
To set up the available recipes:
1. Go to Admin > Automation & Productivity > Extensibility > Connector Apps.
2. Click Tenable Connector App. The Overview page opens.
3. Click Recipes. The Recipes page shows you the list of available recipes for the Tenable Connector App.
List of all the available default recipes
The following default recipes are available with the Freshservice and Tenable Connector integration.
| Recipe | Description |
| Create Tickets in Freshservice - Parent | Helps create a ticket in Freshservice when a vulnerability is detected using specific filters. |
| Create Tickets in Freshservice - Child | Creates a Freshservice ticket from vulnerability data and updates the lookup table with ticket and vulnerability IDs. |
| Create Tickets Scheduler | Checks for exports that are not ready when creating a ticket. When an export is ready, a corresponding ticket is created in Freshservice. |
| Close Tickets in Freshservice - Parent | Helps close a ticket in Freshservice that was created during vulnerability detection. |
| Close Tickets in Freshservice - Child | Closes a Freshservice ticket based on vulnerability data and removes corresponding entries from the lookup table. |
| Close Tickets Scheduler | Checks for exports that are not ready when closing a ticket. When an export is ready, a corresponding ticket is closed in Freshservice. |
Manage available recipes
You can preview, edit, start, test, or stop the available recipes.
Preview recipe
1. On the Recipes page, click Preview next to the recipe you want to view. The selected recipe’s preview page opens.
The Preview page includes the Recipe, Jobs, Connections, Versions, and Settings tabs.
2. On the Recipe tab, you can view various steps with pre-configured triggers, actions, and conditions.
3. Go to the Jobs tab to view all the jobs associated with this recipe.
_Note:_ _Use the Repeat job, Cancel job, Search jobs, All statuses, All types, and Period__filters to modify or update the Jobs list._
4. Go to the Connections tab to view all the associated connections.
5. Go to the Versions tab to view all the associated versions.
_Note:_ _Use the Compare versions, Search version comments, All periods, All change types, and All collaborators__filters to modify or update the Versions list._
6. Go to the Settings tab to view the usage metrics, dependencies, and concurrency associated with this recipe.
Start recipe
To start any recipe:
1. On the Recipes page, click Start next to the recipe you want to start.
2. Or, click Preview next to the recipe you want to start. Within the recipe preview page, you will find an option to start the recipe.
Edit recipe
To edit any recipe:
1. Click Preview next to the recipe you want to edit. The selected recipe’s preview page opens. If the recipe is active, click Stop. Then, click Edit.
2. Or, click the ellipsis icon next to a recipe on the Recipes page. Then, click Edit.
Stop recipe
To stop any recipe:
1. On the Recipes page, click Stop next to the recipe you want to stop.
2. Or, click Preview next to the recipe you want to stop. Within the recipe preview page, you will find an option to stop the recipe.
Test recipe
To test any recipe:
1. On the Recipes page, click Preview next to the recipe you want to test. The selected recipe’s preview page opens. If the recipe is active, click Stop.
2. Then, select Test recipe from the Start recipe dropdown.
3. Or, click the ellipsis icon next to a recipe on the Recipes page, and click Edit. The selected recipe page opens.
4. Click Test recipe.
Customize recipe
Each recipe has the following components: Trigger, Actions, and Conditions. You can customize any recipe depending on your specific requirements.
Let’s take a default recipe as an example to customize it further.
Default recipe: Create Tickets in Freshservice - Parent
You can click any component, and use the Edit option associated with the component to customize. For example, the Trigger component (as shown in the following figure).
Trigger
This recipe component acts as the starting point for any recipe. For this default recipe, the trigger is fetching vulnerability data from Tenable and syncing it with Freshservice ticket.
You can customize the trigger in the following ways:
Condition
This component acts as a checkpoint within the recipe flow and executes a specific set of actions based on the matched condition.
Here, the recipe checks if any vulnerability data is detected in Tenable. Accordingly, a ticket is created in Freshservice.
You can check and edit the data fields and conditions.
Action
The recipe performs a specific set of actions based on the conditions met. For example, the recipe creates a ticket in Freshservice based on the vulnerability data detected in Tenable.
You can customize the following parts of the action:
After customizing a recipe, you can save or test it to ensure it's working correctly.
Check failed recipe or jobs
To view and troubleshoot failed jobs under a recipe, follow these steps:
1. Click Preview next to a specific recipe on the Recipes page.
2. Go to Jobs.
3. View a list of all the jobs executed under a particular recipe.
4. Filter the failed jobs using the All statuses filter.
5. Click a failed job to view the error details and identify the cause of failure.
6. Resubmit the job after your review to fix the issue.
_Note:_ _For information on frequently asked questions (FAQs) related to the Connector Apps in Freshservice, see Connector Apps: Frequently Asked Questions (FAQs)__._