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Sync Freshservice Solutions articles to power agent responses. Ravenna ingests published articles from your Freshservice knowledge base, preserving the category and folder structure.

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What you can do

  • Select which Freshservice Solutions categories to import
  • Preserve category and folder hierarchy during import
  • Auto-sync new articles, edits, and reorganization
  • Use a dedicated OAuth connection with read-only KB access

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Setup

1

Select Freshservice as your source

When adding documents to a knowledge folder, select Freshservice from the available sources.
2

Authenticate with Freshservice

Complete the OAuth flow to grant Ravenna read-only access to your Freshservice Solutions. This uses a separate connection from the ticket integration, scoped specifically to knowledge base content.Enter your Freshworks domain when prompted, then authorize the connection.
3

Select categories

Select which Freshservice Solutions categories to add to this folder. Folders and published articles within each selected category are included automatically — you don’t need to select them individually.To change the selection later, reopen the picker from the knowledge folder and add or remove categories. Removed categories stop syncing on the next run.
Learn more about managing knowledge folders

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How it works

Freshservice Solutions are organized as Categories > Folders > Articles. Ravenna preserves this hierarchy for the categories you select:
  • Categories are the unit of selection — pick one or more in the category picker.
  • Folders and subfolders within selected categories are maintained.
  • Only published articles (not drafts) are imported.
  • Empty categories or folders without published articles are skipped.
The knowledge base integration uses a separate OAuth connection from the Freshservice ticket integration:
  • Scoped to freshservice.solutions.view (read-only access).
  • Uses your Freshworks domain for OAuth and your Freshservice domain for API access.
  • Token refresh is handled automatically during sync.
Sync is designed to be resilient:
  • A failed category or folder does not block import of the remaining content.
  • Articles that fail to fetch are skipped and retried on the next sync cycle.

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Managing imported content

After import:
  • Remove unwanted articles or folders from your knowledge folder.
  • Archive specific articles to exclude them from agent responses.
  • Removed or archived articles are automatically skipped during future syncs.
Learn more about managing documents

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Auto-sync

When auto-sync is enabled, Freshservice content stays up-to-date:
  • New published articles are automatically imported.
  • Edits to existing articles sync to your knowledge base.
  • Articles moved to draft status are removed from your knowledge base.
  • Category and folder reorganization is reflected in the hierarchy.
Last modified on June 30, 2026