> ## 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.

# Freshdesk troubleshooting

> | Symptom | Likely cause | Fix | |---------|-------------|-----| | Sync fails with 429 / rate limit exceeded | Multiple tools are calling the same Freshdesk…

## 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](https://platform.open.cx/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

<CardGroup cols={2}>
  <Card title="Connect Freshdesk" icon="plug" href="/knowledge/sources/freshdesk/connect">
    Re-check credentials and rate limit.
  </Card>

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