> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Connect Freshdesk

> Paste your Freshdesk domain, API key, and rate limit — OpenCX pulls Solution articles.

<Tip>
  Configure the source at [**AI Training → Data Sources**](https://platform.open.cx/data-sources).
</Tip>

## Set up the sync

<Steps>
  <Step title="Open Data Sources">
    Go to [**AI Training → Data Sources**](https://platform.open.cx/data-sources).
  </Step>

  <Step title="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. |
  </Step>

  <Step title="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.
  </Step>

  <Step title="Verify in AI Instructions">
    Open [**AI Training → AI Instructions**](https://platform.open.cx/ai-instructions). Articles appear under **Freshdesk** with their HTML body and publish status reflected in visibility.
  </Step>
</Steps>

## Visibility rules

<AccordionGroup>
  <Accordion title="Status determines visibility" icon="eye">
    * `status === 2` (published) → **public** — AI cites in customer replies
    * `status === 1` (draft) → **internal** — agent-facing surfaces only
  </Accordion>
</AccordionGroup>

## 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

<CardGroup cols={2}>
  <Card title="Freshdesk overview" icon="headset" href="/knowledge/sources/freshdesk/overview">
    What this source does.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/knowledge/sources/freshdesk/troubleshooting">
    Rate limits, folder visibility.
  </Card>

  <Card title="Website crawler" icon="globe" href="/knowledge/sources/website/overview">
    Fallback for scoped subsets.
  </Card>

  <Card title="Connect a knowledge source" icon="brain" href="/knowledge/sources/overview">
    All sources.
  </Card>
</CardGroup>