Freshdesk troubleshooting - Open.cx Docs

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.

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