Issues & support
Set up Freshservice (ITSM)
Connect Freshservice to make two things searchable at once: service-desk tickets (the full conversation, agent notes labelled) and the published solution articles of your internal knowledge base. Read-only.
- In Freshservice click your avatar → Profile settings — the API key is on the right.
- Documents → Freshservice, enter the domain (the acme in acme.freshservice.com) and paste the key.
- Choose access groups, Test, then Sync.
Solution articles rank high — the KB is curated knowledge. Tickets already synced stay searchable when Freshservice archives them; plans without KB API access simply sync tickets only (the sweep summary says so).
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Last updated 29 Aug 2026