Freshservice Connector

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The Freshservice connector lets Search AI ingest and index solution articles from your Freshservice account, enabling seamless search across your IT service knowledge base.

Specification	Details
Repository type	Cloud
Supported content	Solution Articles
RACL support	Yes
Content filtering	No

Prerequisites

• A Freshservice account with API access
• Access to the Search AI application

Step 1: Generate an API Key in Freshservice

1. Sign in to your Freshservice 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.

If the API key is not visible or is disabled, ensure your user role has the necessary permissions. An admin can enable this under agent permissions.

Step 2: Configure the Freshservice Connector in Search AI

1. In Search AI, go to the Authorization page of the Freshservice connector.

2. Provide the following fields and click Connect:

   Field	Value
   Name	Unique name for the connector
   Host URL	Your Freshservice 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 solution articles from the Freshservice account. Article metadata such as author, folder, and category is stored in metadata fields.

Articles in sub-folders within a folder are not supported.

RACL Support

Article visibility in Search AI reflects the folder-level visibility settings in Freshservice. All files within a folder inherit the folder’s visibility configuration.

Users associated with a group in Freshservice are automatically added to the corresponding permission entity in Search AI. If group membership changes after ingestion, use the Permission Entity APIs to update the associations.

The table below shows how Freshservice folder visibility maps to the sys_racl field:

Folder Visibility	sys_racl Value	Description
All Users	*	Unrestricted access for everyone
Logged-In Users	Domain name (e.g., mydomaindotai)	Accessible to all authenticated users
Agents Only	${domain}_agents (e.g., mydomaindotai_agents)	Restricted to agents
Departments	Array of department IDs (e.g., ["department_id1", "department_id2"])	Restricted to specified departments
Agent Groups	Array of agent group IDs (e.g., ["agent_group1", "agent_group2"])	Restricted to specified agent groups
Requester Groups	Array of requester group IDs (e.g., ["requester_group1", "requester_group2"])	Restricted to specified requester groups
Agents by Workspace	Workspace ID (e.g., ["workspace_id"])	Restricted to agents in a specific workspace