Authorization Type

Freshdesk uses API Key-based authentication to connect to Freshdesk knowledge bases.

Authorization Flow

Enter your Freshdesk domain and API key.

Configuration

Where can I find my API key?

  1. Log in to your Freshdesk Support portal.
  2. Click on your profile picture on the top right corner of your portal.

  1. Go to Profile settings Page.

  1. Your API key will be available below the change password section to your right.

For more information, please refer to this solution article from Freshdesk.

Functionality

Carbon syncs all Published articles under a single Freshdesk workspace. Any Draft article won’t be synced. We currently support only having a single Freshdesk workspace connected per customer_id.

Synchronization

Syncs are triggered when end-users connects their Freshdesk account. You can use the resync_file API endpoint to programmatically resync specific Freshdesk files.

To sync Freshdesk pages on a 24-hour schedule (more frequent schedules available upon request), you can use the /update_users endpoint. This endpoint allows organizations to customize syncing settings according to their requirements, with the option to enable syncing for all data sources using the string ‘ALL’. It’s important to note that each request supports up to 100 customer IDs.

Here’s an example illustrating how to automatically enable syncing for updated Freshdesk content for specified users:

{
    "customer_ids": ["team@carbon.ai", "sam@openai.com"],
    "auto_sync_enabled_sources": ["FRESHDESK"]
}