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Back to Search AI connectors list 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.
SpecificationDetails
Repository typeCloud
Supported contentTickets
RACL supportYes
Content filteringNo

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Prerequisites

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

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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.

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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:
    FieldValue
    NameUnique name for the connector
    Host URLYour Freshdesk host URL
    API KeyAPI key generated in Step 1

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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.

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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: 
"sys_racl": [
    "1060000312085",
    "sarah.james@advancedmachinery.com",
    "agent.sam@example.com"
]