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This page covers Freshdesk as a knowledge source — OpenCX reads Freshdesk Solution articles into the AI training index. To run the AI on your live Freshdesk tickets, see the separate Freshdesk ticketing integration.
The Freshdesk source pulls Solution articles from your Freshdesk account into the AI’s training index. The AI can cite them in answers when customers ask questions your knowledge base already covers.

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What you get

  • Solution articles. All articles in the solution_articles Freshdesk stream are synced — the hierarchy of categories and folders doesn’t come through, but the article content does.
  • Visibility by status. Published articles (status 2) are public; drafts (status 1) are internal.
  • HTML body preserved. Article descriptions come through with their HTML formatting intact.

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What’s not supported today

  • Per-category / per-folder scoping. Whole Solutions section syncs.
  • Articles outside Solutions. Ticket content, canned responses, and scenario automations aren’t pulled.

Connect Freshdesk

Domain, API key, rate limit.

Troubleshooting

Rate limits, folder visibility.

Website crawler

Fallback for scoped subsets.

Connect a knowledge source

All sources.