> ## 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.

# Freshservice Connector

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

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.

<Note>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.</Note>

## 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.

<Note>Articles in sub-folders within a folder are not supported.</Note>

## 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.

<Note>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.</Note>

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 |