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

Go to Manage > Sources in the Guru web app.
Select Freshdesk from the list of available Source integrations.
Enter your Freshdesk subdomain (e.g., yourcompany.freshdesk.com).
Optionally apply filters to limit synced tickets:
- Use Date Modified filter to sync only tickets updated after a certain date.
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
Select which Guru Groups should have access to this Freshdesk ticket source.
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.