Setting up Freshdesk Tickets as a Source

Connecting Freshdesk tickets as a source in Guru lets your team bring in Freshdesk ticket data—such as conversations, replies, notes, and ticket metadata—so you can search and generate answers from your support tickets alongside other knowledge sources.

👥

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.


Objects synced from Freshdesk Tickets

Primary objects are the objects used to generate the search record.

Common Model / What You'll See During Setup

Objects/Data Brought In

Key Fields

Ticket

Primary Object: Freshdesk support tickets

• Name • Description • Status (Enum) • Priority (Enum) • Ticket type • Due date • Account (UUID) • Contact (UUID) • Assignees (Array) • Tags (Array) • Ticket URL • Completed at • Remote created at • Remote updated at • Remote ID • Remote data

Comment

Public replies on tickets

• Body • HTML body • User (UUID) • Ticket (UUID) • Remote created at • Remote ID • Remote data

Comment

Private notes on tickets

• Body • HTML body • Contact (UUID) • Ticket (UUID) • Is private (Boolean) • Remote created at • Remote ID • Remote data

User

Freshdesk agents/support staff

• Name • Email address • Is active (Boolean) • Roles (Array) • Teams (Array) • Remote ID • Remote data

Account

Customer companies/organizations

• Name • Domains (Array) • Remote ID • Remote data

Contact

Customer contacts

• Name • Email address • Phone number • Account (UUID) • Details • Remote ID • Remote data

Attachment

File attachments on tickets

• File name • File URL • Content type • Ticket (UUID) • Remote created at • Remote ID • Remote data

Tag

Ticket tags/labels

• Name

Team

Agent groups/teams

• Name • Description • Remote ID • Remote data

Role

Agent roles/permissions

• Name • Remote ID • Remote data


Permissions

  • When you connect Bitbucket as a source in Guru, you'll permission that content in Guru. Learn more here.
  • If someone is not provided with access in Guru to this source, they will not see Bitbucket results in searches or when chatting with Guru.

Frequently asked questions

Can I sync Freshdesk Knowledge Base articles with this source? Yes, this source syncs only Freshdesk tickets and conversations. Knowledge Base articles require a separate Freshdesk Knowledge Base source.

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.