docs: add Freshservice Pro integration reference (#15221)

* docs: add Freshservice Pro integration reference

Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>

* docs: correct the Freshservice API key location

Freshservice's own API-docs intro still says the key sits next to the
change password section, but the current UI shows it in Profile
settings below Delegate Approvals, behind a captcha.

Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>

* docs: note Freshservice resolution-note and priority-matrix behavior

Both surfaced during live testing against a real Freshservice account.

Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>

---------

Co-authored-by: Claude Fable 5 <noreply@anthropic.com>
Co-authored-by: Matt Tesauro <mtesauro@gmail.com>

Author: 3 people

docs/content/issue_tracking/pro_integration/integrations.md

@@ -13,6 +13,7 @@ Supported Integrations:
 - [Azure Devops](/issue_tracking/pro_integration/integrations/#azure-devops-boards)
 - [GitHub](/issue_tracking/pro_integration/integrations/#github)
 - [GitLab Boards](/issue_tracking/pro_integration/integrations/#gitlab)
+- [Freshservice](/issue_tracking/pro_integration/integrations/#freshservice)
 - [ServiceNow](/issue_tracking/pro_integration/integrations/#servicenow)
 
 ## Opening the Integrations page
@@ -71,6 +72,7 @@ For the complete list of requirements, please open the vendor specific pages bel
 - [Azure Devops](/issue_tracking/pro_integration/integrations/#azure-devops-boards)
 - [GitHub](/issue_tracking/pro_integration/integrations/#github)
 - [GitLab Boards](/issue_tracking/pro_integration/integrations/#gitlab)
+- [Freshservice](/issue_tracking/pro_integration/integrations/#freshservice)
 - ServiceNow (Coming Soon)
 
 ## Error Handling and Debugging

docs/content/issue_tracking/pro_integration/integrations_toolreference.md

@@ -183,3 +183,46 @@ This maps to the ServiceNow Impact field.
 - **Closed Mapping**: `Closed`
 - **False Positive Mapping**: `Resolved`
 - **Risk Accepted Mapping**: `Resolved`
+
+## Freshservice
+
+The Freshservice Integration allows you to push DefectDojo Findings and Finding Groups as Freshservice tickets, assigned to an agent 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 Freshservice URL: `https://yourcompany.freshservice.com`.
+- **API Key** should be a Freshservice API key.  Find it by clicking your profile picture (top right) > **Profile settings** - the key appears on the right below the **Delegate Approvals** section, after you complete the captcha.  If no key is shown there, API access may be disabled at the account level and an administrator has to enable it first.
+- **Requester Email** should be the email address tickets are requested on behalf of.  Freshservice requires a requester on every ticket, so DefectDojo creates tickets with this address as the requester.
+
+### Issue Tracker Mapping
+
+- **Group ID** should be the numeric ID of the Freshservice agent group tickets will be assigned to.  Find it in the URL while viewing the group under **Admin > Agent Groups**.
+- **Workspace ID** (optional) routes tickets to a specific workspace on multi-workspace accounts.  Leave it empty to use the primary workspace.
+
+### Severity Mapping Details
+
+This maps to the Freshservice ticket **Priority** field, which uses numeric codes (`1` Low, `2` Medium, `3` High, `4` Urgent).  The priority names are also accepted:
+
+- **Severity Field Name**: `Priority`
+- **Info Mapping**: `1`
+- **Low Mapping**: `1`
+- **Medium Mapping**: `2`
+- **High Mapping**: `3`
+- **Critical Mapping**: `4`
+
+### Status Mapping Details
+
+This maps to the ticket **Status** field, which uses numeric codes (`2` Open, `3` Pending, `4` Resolved, `5` Closed).  The status names are also accepted:
+
+- **Status Field Name**: `Status`
+- **Active Mapping**: `2`
+- **Closed Mapping**: `5`
+- **False Positive Mapping**: `5`
+- **Risk Accepted Mapping**: `3`
+
+A few Freshservice-specific behaviors to be aware of:
+
+- Updates sync the full ticket content - Freshservice allows the subject and description to be edited after creation.
+- Tickets are closed rather than deleted when a Finding is removed; tickets already Resolved or Closed are left untouched.  A resolution note is attached automatically on closure, so accounts that require one (a common business rule) accept the close.
+- Some accounts compute a ticket's priority from an Impact/Urgency matrix or a business rule and ignore the priority sent at creation.  DefectDojo detects this and re-applies the mapped priority with a follow-up update, so the mapping still takes effect.