Common scenarios
| Symptom | Likely cause | Fix |
|---|---|---|
| Sync fails with 429 / rate limit exceeded | Multiple tools are calling the same Freshdesk API key and pushing past the per-minute cap | Lower Requests per minute in the source (default 50, min 1). If the ceiling is still too low, request a rate-limit increase from Freshdesk. |
| Some folders or categories are missing from the AI’s answers | The API key doesn’t have read access to those folders — Freshdesk permissions are per-folder | Grant the API key’s user access to the folders in Freshdesk, re-run the sync. The article hierarchy itself isn’t preserved in OpenCX, but having the articles in the index is what matters. |
| Drafts showing in public replies | Happens only if an article’s status got flipped in Freshdesk or the visibility was manually overridden in OpenCX | Confirm status in Freshdesk (should be 1 for drafts). Trigger a re-sync. Or override per-article in AI Instructions. |
| First sync is very slow | Rate limit × article count | Expected. Raise requests_per_minute if your Freshdesk plan allows, or let it finish overnight. Subsequent runs are much faster (they’re incremental on article IDs). |
| None of the above | — | Contact support with the connection ID. |
Related Documentation
Connect Freshdesk
Re-check credentials and rate limit.
Freshdesk overview
What this source does.
Website crawler
Fallback for scoped subsets.
Connect a knowledge source
All sources.