Setting up Freshservice 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
• Freshservice Access: You must be an Admin in Freshservice to connect this 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.

Setting up Freshservice as a source

1. Go to Manage > Sources in the Guru web app.
2. Select Freshservice from the list of available Source integrations.
3. Optionally apply filters to limit synced tickets:
   1. Use Date Modified filter to sync only tickets updated after a certain date.
4. Enter your Freshservice domain. Your Freshservice domain can be found in the URL you use to log in to your Freshservice account. For example, if you log in at acme.freshservice.com, then you should enter acme.
5. Enter your Freshservice API Credentials. To find those:
   1. Log into your Freshservice account.
   2. Click on the profile icon on the top right corner.
   3. Click on Profile Settings.
   4. On the right, under Your API Key, click I am not a robot.
   5. Copy the key that is displayed and paste in the window.
6. Grant Guru permission to access your Freshservice tickets, conversations, and agent data.
7. Choose which Guru Groups should have access to this Source’s content.
8. Optionally, assign a Source Owner who can manage this connection.
9. Click Connect Source.

The initial sync may take some time depending on the volume of data. Once synced, Freshservice content will be available as a source for Guru Answers.

What gets synced

• Freshservice Tickets
• Conversations related to tickets
• Agent profiles and information

Managing permissions

You can control access to Freshservice content synced into Guru by assigning Groups in the Source setup. Only users in those Groups will see answers generated from Freshservice data.