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Ticketing Integrations

Findings are only useful when they reach the person who can fix them. Cybrium ships native connectors for the four most common ticketing systems and a generic email-to-ticket path for everything else.

Screenshot: Ticketing connections page with provider tiles

Supported Systems​

  • Jira (Cloud and Data Center)
  • ServiceNow (ITSM and SecOps)
  • Freshdesk
  • Zendesk
  • Email-to-Ticket (any system that accepts an inbound email address)

Each system is connected via OAuth where the vendor supports it, or via API token where it does not. Connection credentials are encrypted per tenant and can be rotated without losing ticket history, because Cybrium stores remote ticket IDs, not full ticket contents.

Severity-to-Priority Mapping​

Every connector has a severity mapping table that translates Cybrium's five severity tiers (Critical, High, Medium, Low, Info) into the destination system's priority scale. Defaults are sensible — Cybrium Critical maps to Jira Highest, ServiceNow 1-Critical, Freshdesk Urgent — and admins can override them per connection. Overrides are especially useful when a single tenant drives multiple downstream queues with different SLA commitments.

The mapping is applied at creation time. A later severity change on the finding (from rescoring or EPSS drift) updates the remote ticket priority automatically, keeping both sides in sync.

Template Customization​

Tickets are rendered from templates written in a safe subset of Jinja with a stable set of variables: finding.title, finding.severity, finding.description, finding.affected_asset, finding.evidence_url, finding.frameworks, finding.remediation, and the full campaign/scan context. Templates are per connection and per severity, so your Critical tickets can carry a richer, escalation-oriented body while Info tickets stay concise.

A live preview pane renders the current template against a sample finding as you edit.

Bi-directional Sync​

Once created, tickets sync both ways on a five-minute cadence. Status transitions in the downstream system close the finding in Cybrium (if configured to do so), and comments added on either side propagate. Webhooks shorten the lag where the vendor supports them.

Email-to-Ticket​

For systems without a native connector, Email-to-Ticket writes findings as formatted emails to an inbound address you configure. The email subject carries a machine-readable correlation ID so your system can thread replies back to the originating finding.