Setting up Freshservice Tickets as a Source
Connecting Freshservice as a source in Guru allows you to sync your Freshservice tickets, conversations, and agent information into Guru. This makes it easy to generate AI-powered answers from your Freshservice content, helping your team quickly find relevant support knowledge without leaving Guru.
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.
Setting up Freshservice as a source
- Go to Manage > Sources in the Guru web app.
- Select Freshservice from the list of available Source integrations.
- Optionally apply filters to limit synced tickets:
- Use Date Modified filter to sync only tickets updated after a certain date.
- 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 enteracme.
- Enter your Freshservice API Credentials. To find those:
- Log into your Freshservice account.
- Click on the profile icon on the top right corner.
- Click on Profile Settings.
- On the right, under Your API Key, click I am not a robot.
- Copy the key that is displayed and paste in the window.
- Grant Guru permission to access your Freshservice tickets, conversations, and agent data.
- Choose which Guru Groups should have access to this Sourceโs content.
- Optionally, assign a Source Owner who can manage this connection.
- 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.
Objects synced from Freshservice 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: Incidents, service requests, and tickets | โข Name (subject) โข Description โข Ticket type โข Status (Enum: Open/Pending/Resolved/Closed) โข Priority (Enum: URGENT/HIGH/NORMAL/LOW) โข Contact (UUID - requester) โข Due date โข Completed at โข Ticket URL โข Remote created at โข Remote updated at โข Remote ID โข Remote data |
Comment | Conversations/replies on tickets | โข Body โข HTML body โข Is private (Boolean) โข User (UUID - agent/requester) โข Ticket (UUID) โข Remote created at โข Remote ID โข Remote data |
Attachment | File attachments on tickets | โข File name โข File URL โข Content type โข Ticket (UUID) โข Remote created at โข Remote ID โข Remote data |
Contact | Customer/end-user requesters | โข Name โข Email address โข Phone number โข Remote ID โข Remote data |
User | Support agents and admins | โข Name โข Email address โข Is active (Boolean) โข Roles (Array) โข Remote ID โข Remote data |
Team | Organizational departments/groups | โข Name โข Description โข Remote ID โข Remote data |
Role | Agent roles and permissions | โข Name โข Ticket access (Enum) โข Remote ID โข Remote data |
Permissions
- When you connect Freshservice Tickets 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 Freshservice Tickets results in searches or when chatting with Guru.
Updated about 12 hours ago