> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshdesk Connector

<Badge icon="arrow-left" color="gray">[Back to Search AI connectors list](/ai-for-service/searchai/content-sources#supported-connectors)</Badge>

The Freshdesk connector lets Search AI ingest and index support tickets from your Freshdesk account, enabling fast search across ticket content to improve team response times.

| Specification     | Details |
| ----------------- | ------- |
| Repository type   | Cloud   |
| Supported content | Tickets |
| RACL support      | Yes     |
| Content filtering | No      |

## Prerequisites

* A Freshdesk account with API access
* Access to the Search AI application

## Step 1: Generate an API Key in Freshdesk

1. Log in to your Freshdesk account.
2. Click your profile initials in the top-right corner of the dashboard and select **Profile Settings**.
3. In **Profile Settings**, find the **API Key** section and copy the key. Store it securely.

## Step 2: Configure the Freshdesk Connector in Search AI

1. In Search AI, go to the **Authorization** page of the Freshdesk connector.
2. Provide the following fields and click **Connect**:

   | Field    | Value                         |
   | -------- | ----------------------------- |
   | Name     | Unique name for the connector |
   | Host URL | Your Freshdesk host URL       |
   | API Key  | API key generated in Step 1   |

## Content Ingestion

After connecting, go to the **Configuration** tab to set up synchronization:

* **Sync Now** — triggers an immediate sync.
* **Schedule Sync** — sets up automatic sync on a recurring schedule.

Search AI ingests **Tickets** from the Freshdesk account. Ticket content along with key fields such as status, priority, and requester email are stored in the `content` field. All other ticket information is captured as metadata.

View ingested content on the **Content** tab.

## RACL Support

Ticket visibility is limited to the ticket creator, requester, the assigned group, and the assigned agent. The `sys_racl` field for each ticket contains:

* Email address of the ticket creator
* Email address of the requester
* Group ID of the assigned group (stored as a permission entity — use the Permission Entity APIs to associate agents to this group ID)
* Email address of the assigned agent

**Example:**

```json theme={null}
"sys_racl": [
    "1060000312085",
    "john.doe@example.com",
    "jane.doe@example.com"
]
```