Ticket replication with Freshservice is currently outbound only (Ravenna to Freshservice). Tickets created or updated in Ravenna sync to Freshservice, but changes made directly in Freshservice do not sync back.
What you can configure
Ticket replication
Replicate tickets from Ravenna to Freshservice with status, priority, and assignee mapping
Status mapping
Map Ravenna ticket statuses to corresponding Freshservice workflow states
Comment sync
Sync comments from Ravenna to Freshservice with create, edit, and delete support
Custom fields
Sync custom field values as formatted HTML comments on Freshservice tickets