Set up the sync
Open Data Sources
Go to AI Training → Data Sources.
Add a Freshdesk source
Click Add source → Freshdesk.
| Field | Example | Where to get it |
|---|---|---|
| Domain | yourcompany.freshdesk.com | Your Freshdesk instance domain. |
| API Key | •••••••• | Profile settings → View API Key in Freshdesk. Needs Solutions read access. |
| Start date | 2020-01-01T00:00:00Z | Earliest article timestamp to include. Defaults to 2020-01-01 if left blank. |
| Requests per minute | 50 (default) | Freshdesk’s API rate limit per app per account. Lower this if you hit the cap while running other tools against the same API key. |
Start the sync
Click Connect. The first run pulls every Solution article — rate-limited to the value you set, so a large KB can take time.
Verify in AI Instructions
Open AI Training → AI Instructions. Articles appear under Freshdesk with their HTML body and publish status reflected in visibility.
Visibility rules
Status determines visibility
Status determines visibility
status === 2(published) → public — AI cites in customer repliesstatus === 1(draft) → internal — agent-facing surfaces only
Limits
| Value | |
|---|---|
| Streams synced | solution_articles |
| Sync mode | full_refresh_overwrite |
| Sync cadence | Airbyte polling — typically every few hours |
| Credential type | Domain + API key |
| Rate limit | Configurable 1–50 requests/min (default 50) |
| Multi-account | One Freshdesk account per connection |
| Selective scoping | None — whole Solutions section synced |
Related Documentation
Freshdesk overview
What this source does.
Troubleshooting
Rate limits, folder visibility.
Website crawler
Fallback for scoped subsets.
Connect a knowledge source
All sources.