Overview - FreshService connector for enterprise search
Updated 24 days ago
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Introduction
The Freshservice connector allows Simpplr Enterprise Search to index your Freshservice content, making it easily discoverable and searchable directly within Simpplr, alongside all other configured sources.
Freshservice is a cloud IT service management (ITSM) platform. With this connector, you can:
Search helpdesk tickets and service requests by subject, description without opening the Freshservice portal
Discover published knowledge base articles for self-service IT support
Search Freshservice with permissions enforced — when document-level security is enabled, results are filtered to content the signed-in user already has access to in Freshservice
Search results and AI-generated summaries from Freshservice appear alongside all other connected sources in Simpplr.
Capabilities at a glance
Capability | Description |
|---|---|
What it indexes | Tickets, solution articles |
Authentication | API key (HTTP Basic Access Authentication) |
Access level | Read-only — the connector never modifies content in Freshservice |
Enforced permissions | Identity-aware when document-level security is enabled, enforced at query time. Syncs active full-time agents, their roles, and group memberships. |
Credential scope | Personal API key with read access to tickets, solution content, and agents |
Audiences | Connector can be enabled or disabled for specific audiences within Simpplr. |
Supported editions | Cloud (SaaS) only · On-premises not supported |
Sync schedule | Incremental sync: every hour · Full sync: weekly or monthly · Permission sync: every hour |
Filters | Content date (default: last 2 years), object type (tickets, Solution articles) |
Content types
Type | Supported | Details |
|---|---|---|
Tickets | Yes | Incidents and service requests; subject, description, status, priority, and metadata indexed. Ticket conversations and private notes are not indexed. |
Solution articles | Yes | Published knowledge base articles only; title and body text indexed |
For fields synced per content type and how each appears in search results, see Content, Sync & Limitations - Freshservice.
Filters
Filter | Description |
|---|---|
Content date | Applies to: Tickets, solution articles · Enabled by default: Yes (created or updated in the last 2 years) |
Object type | Applies to: All content · Enabled by default: Yes (tickets and articles) |
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.
Tickets and articles the API key cannot access are not indexed — use an API key from a user with membership in restricted groups where needed.
Permanently deleted tickets and articles are removed from search only after the next full sync.
For full detail on each limitation, see Content, Sync & Limitations - Freshservice.
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