Setup - Freshservice

Overview

This guide is self-contained — every credential and access requirement is listed in the steps below. For why each access area is needed, alternative API key scoping options, and the full security and permission-propagation details, see Permissions & Security - Freshservice.

Prerequisites

Who you need to be

• A Freshservice user with Admin, Account admin, or Workspace admin privileges — or an agent whose role grants read access to all content you intend to index

• Permission to generate a personal API key from Profile Settings

• A Simpplr administrator with access to Manage features → Enterprise search

Environment

• A cloud-hosted Freshservice instance (e.g., https://yourcompany.freshservice.com). On-premises deployments are not supported.

• Outbound HTTPS access from Simpplr to your Freshservice subdomain

Step 1 — Prepare Freshservice

Credentials you will need from Freshservice

• Freshservice domain — the subdomain only (e.g., acme from acme.freshservice.com)

• API key — personal API key from Profile Settings

• Workspace name (optional) — only if scoping to a specific workspace in a multi-workspace environment

1. Sign in to your Freshservice portal at https://{domain}.freshservice.com.

2. Click your profile picture in the top-right corner and select Profile settings.

3. Locate the API key section. If no key exists, click Generate New API Key.

   

4. Copy the API key and store it securely. You will not be able to view it again after leaving the page.

5. Confirm the API key owner has read access to all content types you want indexed (see Permissions & Security - Freshservice for why each is needed):

   • Tickets

   • Solution articles, folders, and categories

   • Agents, roles, and groups (required for permission sync when document-level security is enabled)

Step 2 — Add Freshservice as a source in Simpplr enterprise search admin panel

1. In Simpplr, go to: Manage Features → Enterprise Search → Add Source.

   {{Screenshot: Add Source modal with connector search}}

2. Search for and select Freshservice.

3. Enter a Connection Name for this instance.

4. Enter the credentials from Step 1:

   • Freshservice domain — subdomain only, not the full URL

   • API key

   • Workspace Name (optional)

     

5. Enable Enable document level security if you want search results filtered by Freshservice role and group permissions. Leave disabled if all indexed content should be visible to every user with connector access.

6. Click Save configuration and confirm.

Step 3 — Add filters and ingestion scope

Filters control which content gets indexed. Default filters are applied automatically — content older than 2 years is excluded unless you change the date filter.

1. Set filters — configure which content to include or exclude from indexing.

   Default filters

   • Content date: indexes tickets and articles created or updated within the last 2 years

   • Object type: restricts sync to tickets and solution articles (folders and categories are indexed as part of the knowledge base traversal)

2. Set Audience configuration (optional) — restrict the connector to a specific Simpplr audience. Only members of the selected audience will be able to find this content in Enterprise Search. If left unset, all users with access can search this content.

3. Click Save and sync — this saves the configuration and initiates the first full sync.

   Alternatively, click Exit to save and resume setup later. To start the sync manually, go to Enterprise search → Freshservice → Status and click Sync now.

Step 4 — Verify the sync

1. Monitor progress at: Enterprise search → Freshservice → Status.

2. The dashboard shows sync status, total items indexed, and any errors.

   

What success looks like:

• Within 15 minutes of starting the sync, the status shows In progress and the item count begins increasing.

• When the initial full sync completes, the status shows Success and Freshservice results appear in Enterprise Search for users with access.

• Initial full sync duration depends on ticket and knowledge base volume — large tenants can take several hours, especially when Freshservice API rate limits apply.

If the sync stays in Pending, fails, or completes with far fewer items than expected, see Troubleshooting - Enterprise Search Connectors.