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.

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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.

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Data ingested

One resolved ticket, one document:
  • The subject as the title
  • The whole conversation, each message labelled Customer or Support Agent
A ticket already indexed is never re-fetched: a resolved thread is finished, so existence is the check.
A ticket has no public address, so citations to one render as plain text rather than a link.

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Set up ticket indexing

Resolved-ticket indexing runs through a workspace-level helpdesk integration plus a knowledge base 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 knowledge base 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 Knowledge Base → 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.

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Keeping content in sync

The Resolved Tickets source re-syncs every 5 minutes — there is no schedule to configure, and Sync on the source’s page runs one now if you cannot wait. Only changed content is re-embedded. See Sources Overview.

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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.