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Ticketing Systems

Overview

FoxTech DEFEND integrates seamlessly with your existing ticketing system to send alerts directly to your support teams. This integration makes use of the facility fof most ticketing systems to receive new tickets via email and to provide updates back to DEFEND by email.

When assigning tasks and cases within DEFEND, there will be a user called "Ticketing System". Assigning a Task or Case to that user will send it to your ticketing system.

This guide outlines how to set up and manage email integration, ensuring that alerts are received and processed keeping comments in DEFEND and your ticketing tool updated.

Configuring Email Notifications

Step 1: Provide Your Ticketing System Details

To begin integration, please provide the following information: - Ticketing System Name: Identify the software or service you use for ticketing. - Notification Email Address: Provide the email address where FoxTech DEFEND should send alerts.

Send this information to your FoxTech account manager.

Step 2: Integration Setup by FoxTech

Once we receive your details, our team will configure the email notifications to send alerts directly to the specified email address. You will see a new user in DEFEND with the name of your ticketing system. Our analysts will assign tasks to your ticketing system instead of individual staff in DEFEND.

Email Notification Details

Alert Emails

All emails will be sent from defend@foxtech.cloud. E-Mails are sent from DEFEND whenever a Case or Task has been updated.

Correlating emails to Tasks and Tickets

FoxTech DEFEND utilizes the "References" header in emails to track ongoing conversations related to a task. This is the same mechanism that most email clients use to track email threads and thus is supported by all major ticketing systems. This ensures that all responses from your ticketing system continue to update the same task in DEFEND and responses from DEFEND update the correct ticket in your ticketing system.

  • Updating Tickets:
  • From Your System to DEFEND: When updates are sent from your ticketing system to DEFEND, ensure that the "References" header includes the Message ID of the original message. This allows DEFEND to correctly identify and update the corresponding alert thread internally.
  • From DEFEND to Your System: DEFEND sets the "References" header to include a unique identifier for each Task. It will also include any Message IDs, or references provided by your ticketing system.

Security Considerations

  • Email Encryption: DEFEND enforces that all messages are sent over TLS to ensure that data in transit is encrypted and secure.
  • SPF Verification: Our domain has a strict SPF policy to prevent unauthorized use of our email address. It also strictly checks SPF on responses to reduce the risk of unauthorised updates to tickets.

Conclusion

Integrating FoxTech DEFEND with your ticketing system enhances your incident response capabilities by automating alert notifications and ensuring seamless communication between our Security Analysts and your staff on the ground using the tool they already use day to day.