Setting up Freshdesk Tickets as a Source

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Access Required

Guru Access: You need to be an Admin, Source Creator, or relevant custom role to set up Sources

Freshdesk Tickets Access: Agent credentials with API access to tickets and conversations

Setting up Freshdesk tickets as a source

1. Go to Manage > Sources in the Guru web app.

2. Select Freshdesk from the list of available Source integrations.

3. Enter your Freshdesk subdomain (e.g., yourcompany.freshdesk.com).

4. Optionally apply filters to limit synced tickets:

   • Use Date Modified filter to sync only tickets updated after a certain date.

5. Authorize Guru to access your Freshdesk account by entering your Freshdesk API key or credentials.

   How to get your Freshdesk API key:

   • Sign in to Freshdesk
   • Hover over your profile picture in the upper right
   • Select Profile settings in the dropdown menu
   • Copy your API Key and add it in Guru during authorization

6. Select which Guru Groups should have access to this Freshdesk ticket source.

7. Click Connect Source to start syncing.

The initial sync may take some time depending on ticket volume. Once complete, Freshdesk tickets and conversations will be searchable and available for AI-powered answers in Guru.

What gets synced

• Tickets, including metadata such as status, priority, and assigned agents
• Conversations and replies within tickets
• Notes attached to tickets
• Agent and company information related to tickets

Managing permissions

Guru manages access permissions for Freshdesk ticket data within Guru. You control which Groups can view Freshdesk tickets in Guru, independent of Freshdesk’s native permissions.

Advanced options

• Selective sync: Filter tickets by date modified to keep synced content relevant and reduce sync time.
• Manual reauthorization: Reauthorize the Freshdesk connection if credentials change or the connection breaks.

Frequently asked questions

Can I sync Freshdesk Knowledge Base articles with this source? No, this source syncs only Freshdesk tickets and conversations. Knowledge Base articles require a separate Freshdesk Knowledge Base source.

How often does Freshdesk ticket data sync with Guru? Sync frequency depends on your workspace settings and ticket volume. Initial syncs may take longer, with incremental syncs happening regularly.

Can I filter which tickets are synced? Yes, you can apply filters such as Date Modified during setup to control which tickets are included.

What happens if new tickets are created in Freshdesk? New tickets that meet your filter criteria will sync automatically during the next sync cycle.