Troubleshooting

For common issues that apply to all connectors — authentication failures, syncs stuck or not progressing, no documents indexed, stale permissions — see Troubleshooting - Enterprise Search Connectors.

Fewer tickets indexed than expected

Symptoms: Sync completes successfully but ticket count is lower than expected, or specific group-restricted tickets are missing from search.

Possible causes:

1. The API key was generated by a user who does not have visibility into restricted assignment groups.

2. Tickets are outside the default 2-year content date filter.

3. Tickets are soft-deleted or marked as spam in Freshservice.

Resolution:

1. Generate the API key from an agent who is a member of the restricted groups, or from an Admin account with helpdesk-wide ticket access. See Alternative permission models on the Permissions & Security page.

2. Review the content date filter in the connector configuration and widen the range if older tickets should be indexed.

3. Confirm the missing tickets are active (not deleted or spam) in Freshservice.

Knowledge base articles not appearing after update

Symptoms: A recently updated or published article does not appear in search, or an old version is still shown.

Possible causes:

1. The article is still in draft status — only published articles are indexed.

2. The incremental sync has not yet completed (articles are checked hourly).

3. The article's folder is not accessible to the API key owner.

Resolution:

1. Publish the article in Freshservice and wait for the next incremental sync (up to 1 hour).

2. Verify the API key owner can view the article's parent folder in Freshservice.

3. Trigger a manual full sync from Enterprise Search → Freshservice → Status if the issue persists.

Frequently asked questions

Common questions about sync frequency, deletions, audience filters, and throttling are answered in Troubleshooting - Enterprise Search Connectors. Security, privacy, and data questions are answered in Data & Security - Enterprise Search Connectors.

Q1. Does the connector index ticket replies and private notes?
No. Only the ticket subject and description are indexed. Conversation threads and private notes are not searchable.

Q2. Are ticket attachments searchable?
Attachment file names are indexed and searchable. Attachment file content is not extracted — files are not searchable by their contents.