Issues & support
Set up Freshservice (ITSM)
Connect Freshservice to make two things searchable at once: IT service-desk tickets — subject, description and the whole conversation, agent notes labelled — and every published article in your solutions knowledge base. Read-only.
Before you start
- In Freshservice, click your avatar (top right) → Profile settings — the API key sits in the panel on the right.
- An admin's key sees every ticket and article; an agent's key sees only what that agent can see.
- Only reads are ever issued against Freshservice.
- Documents → Freshservice, enter the Domain — the your-company in your-company.freshservice.com.
- Paste the API key.
- Optionally set History to sync (days) under Advanced (default 365) and Agents-only solution folders if agent-only knowledge-base content should sync too (default: left out).
- Choose access groups, Test, then Sync.
What comes in
- Each ticket becomes a document tied to its requester, agent, type and tags, with the full conversation thread underneath, internal notes labelled.
- Each published solution article becomes its own document, carded under its category and folder, so the written fix sits next to the tickets it resolves. Draft articles are never synced.
| History to sync (days) | How far back tickets are read on a sync — tickets last updated earlier than this aren't read. Default 365 days; the window is also what makes older ticket history sync at all on most instances. Articles always sync in full regardless of this setting. |
|---|---|
| Agents-only solution folders | Whether knowledge-base folders marked visible to agents only are synced. Left out by default — their articles are written for the service desk, not the company; switch to Include to sync them too. |
Access
Documents synced from Freshservice are visible only to the access groups chosen when the source is set up — access is allow-only.
A key without access to the Solutions knowledge base still syncs tickets fine — Freshservice just skips the article walk and says so in the sync summary; it doesn't fail the whole source.
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Last updated 20 Sep 2026