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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.

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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.

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.

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

• Name (subject) • Description • Ticket type • Status (Enum: Open/Pending/Resolved/Closed) • Priority (Enum: URGENT/HIGH/NORMAL/LOW) • Contact (UUID - requester) • Due date • Completed at • Ticket URL • Remote created at • Remote updated at • Remote ID • Remote data

Comment

Conversations/replies on tickets

• Body • HTML body • Is private (Boolean) • User (UUID - agent/requester) • Ticket (UUID) • Remote created at • Remote ID • Remote data

Attachment

File attachments on tickets

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

Contact

Customer/end-user requesters

• Name • Email address • Phone number • Remote ID • Remote data

User

Support agents and admins

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

Team

Organizational departments/groups

• Name • Description • Remote ID • Remote data

Role

Agent roles and permissions

• Name • Ticket access (Enum) • Remote ID • 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 21 days ago