Every resolved Freshdesk ticket is an answer someone already wrote. Connect Freshdesk and BeforeQuery indexes resolved ticket conversations into your knowledge base, so the next time a similar question arrives — in the widget, a bot, or your support form — the assistant already knows the fix.

​
Prerequisites

  • Your Freshdesk domain (e.g. acme.freshdesk.com).
  • A Freshdesk API key — found in your agent profile under Profile Settings → View API Key. Use an account that can read the tickets you want indexed.
  • A BeforeQuery workspace owner role.

​
Set up ticket indexing

Resolved-ticket indexing runs through a workspace-level helpdesk integration plus a project Resolved Tickets source:
1

Connect Freshdesk to your workspace

In the dashboard, open Workspace → Helpdesk Integrations and add Freshdesk. Enter your domain and API key, and link the integration to the project that should receive the knowledge.
The same integration also unlocks copilot drafts, auto-triage, and confidence-gated ticket deflection — you don’t need a separate connection.
2

Add a Resolved Tickets source

Open Project → Sources → Add source, choose Resolved Tickets, and select your Freshdesk integration. Click Add to start the first sync.
3

Verify

After the sync, resolved ticket threads appear under Documents. Ask a question that was recently solved in a ticket and confirm the assistant answers it.
Ticket threads usually contain customer PII. Turn on PII masking before your first sync so identifiers are masked prior to storage or any LLM call.

​
Keeping content in sync

Set a daily schedule on the Resolved Tickets source so freshly resolved tickets are indexed automatically, or click Sync manually.

​
Troubleshooting

  • No documents after sync? Confirm tickets are actually in a resolved/closed state and the API key’s account can view them.
  • Ticket answers surfacing to end users too eagerly? Mark ticket-derived documents restricted (team-only answers) or scope them into a separate source group.