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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

  • Import published Solutions articles from your Freshservice instance
  • 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.You will be prompted to enter your FreshWorks domain before being redirected to authorize.
3

Import content

Published Solutions articles are imported with their category and folder structure intact.
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:
  • Each category becomes a top-level grouping.
  • Folders and subfolders within 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 15, 2026