Content, Sync & Limitations - Freshservice

Content types

Tickets

Tickets are helpdesk incidents and service requests in Freshservice. The connector indexes the ticket subject, description, and key metadata. Ticket conversations, replies, and private notes are not indexed.

Fields synced

• Title / Subject — Ticket subject line. Indexed for full-text search; displayed as the result title.

• Body / Description — Ticket description text. Indexed for full-text search.

• URL — Direct link to the ticket in Freshservice. Used to generate the result link; not searchable.

• Ticket type — Incident, Request, etc. Indexed for filtering and search relevance.

• Category — Ticket category (e.g., Hardware, Software). Indexed for filtering and search relevance.

• Status — Current ticket status. Displayed in result metadata.

• Priority — Ticket priority level. Displayed in result metadata.

• Requester — User who submitted the ticket. Displayed in result metadata; used for access control.

• Assignee — Agent assigned to the ticket. Displayed in result metadata; used for access control.

• Created at / Updated at — Timestamps. Used for incremental sync and displayed in result metadata.

• Attachment names — Names of files attached to the ticket. Indexed for keyword search; attachment file content is not extracted.

Applicable filters

Solution articles

Solution articles are published knowledge base documents in Freshservice. Only published articles are indexed — drafts are excluded.

Fields synced

• Title — Article title. Indexed for full-text search; displayed as the result title.

• Body — Article text content. Indexed for full-text search.

• URL — Direct link to the article in Freshservice. Used to generate the result link.

• Category name — Knowledge base category the article belongs to. Indexed for filtering and search relevance.

• Folder name — Parent solution folder. Provides hierarchical context in search results.

• Author — Article author. Displayed in result metadata.

• Created at / Updated at — Timestamps. Used for incremental sync and displayed in result metadata.

Applicable filters

Sync frequency

Incremental sync

Captures: ticket updates, new tickets, soft-deletions, and per-item permission changes. For solution articles, captures creates, updates, and soft-deletions.

After the initial full sync, the connector runs incremental syncs every hour.

Tickets use Freshservice's updated_since parameter to fetch only changed records. Soft-deleted and spam tickets are detected and removed from the index.

Solution articles do not support a server-side delta API. Each incremental sync traverses the full knowledge base and compares each article's updated_at timestamp against the last sync time. Only articles changed since the previous sync are re-indexed. Trashed articles are detected via a separate trash query.

Ticket attachment metadata changes are not detected by incremental sync because adding or removing an attachment does not update the parent ticket's updated_at timestamp. Attachment metadata is refreshed on the next full sync.

Full sync

A full sync re-indexes all accessible tickets and knowledge base content from Freshservice. It runs automatically on first setup, then weekly or monthly, and can be triggered manually from Enterprise Search → Freshservice → Status.

Full syncs reconcile items that incremental sync cannot detect, including permanently deleted tickets and articles, and ticket attachment metadata changes. Full syncs on large tenants may take several hours depending on content volume and Freshservice API rate limits. Incremental syncs resume automatically once the full sync completes.

User sync

User sync pulls the latest active full-time agent identities, role permissions, and group memberships from Freshservice and updates the search index accordingly. It runs every hour on a separate schedule. Occasional (part-time) agents are excluded.

If a user's access is revoked in Freshservice, the change is reflected in Simpplr search results after the next sync completes.

Known limitations

• Ticket conversations, replies, and private notes are not indexed — only the ticket subject and description are searchable.

• Only published solution articles are indexed. Draft articles are excluded and will not appear in search.

• Content indexed is limited to what the API key owner can access in Freshservice. Group-restricted tickets require an API key from a member of the relevant group.

• Custom Freshservice roles whose permissions are not exposed by the API may not be enforced correctly in search results. Use standard roles wherever possible.

• Solution articles require a full knowledge base traversal on every incremental sync because Freshservice does not provide a server-side delta API for articles. Incremental sync duration increases with knowledge base size.

• Ticket attachment file content is not extracted — attachment names are searchable, but file contents are not.

• Ticket attachment metadata changes are only reflected after the next full sync.

• Permanently deleted tickets and articles remain in search until the next full sync reconciles them.

• Freshservice API rate limits (100–500 requests per minute depending on plan) may slow syncs on large tenants. The connector retries automatically with exponential backoff when rate limits are hit.

• Only active full-time agents are included in permission sync. Occasional agents are excluded.