> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Setup

> Connect Freshservice to Ravenna using OAuth through your FreshWorks account to enable outbound ticket replication and automated sync.

<Info>Connect to Freshservice using OAuth authentication through your FreshWorks account</Info>

This guide walks you through connecting your Freshservice instance to Ravenna for outbound ticket replication.

## Prerequisites

Before you begin, ensure you have:

* An active Freshservice account
* Admin access to your FreshWorks account
* Your FreshWorks domain (e.g., `yourcompany.freshworks.com`)
* Your Freshservice domain (e.g., `yourcompany.freshservice.com`)

## Setup guide

<Steps>
  <Step title="Navigate to integrations">
    1. Go to **Settings > Integrations**
    2. Find **Freshservice** in the Ticketing section
  </Step>

  <Step title="Enter your domains">
    Provide both your FreshWorks and Freshservice domain names:

    <ParamField path="freshworksDomain" type="string" required>
      Your FreshWorks domain name (e.g., `yourcompany` from `yourcompany.freshworks.com`)
    </ParamField>

    <ParamField path="freshserviceDomain" type="string" required>
      Your Freshservice domain name (e.g., `yourcompany` from `yourcompany.freshservice.com`)

      <Note>
        FreshWorks and Freshservice may use different subdomains. Verify both in your account settings.
      </Note>
    </ParamField>
  </Step>

  <Step title="Authorize with FreshWorks">
    1. Click **Connect** to start the OAuth flow
    2. You will be redirected to FreshWorks to authorize the connection
    3. Log in with your FreshWorks admin credentials
    4. Review and accept the requested permissions
    5. You will be redirected back to Ravenna after authorization
  </Step>

  <Step title="Review status mapping">
    Ravenna applies a fixed mapping between Ravenna status groups and Freshservice statuses — no manual configuration is required. See [status mapping](/integrations/freshservice/ticket-replication#status-mapping) for the full table.
  </Step>
</Steps>

## Troubleshooting

<AccordionGroup>
  <Accordion title="OAuth authorization fails">
    **Cause**: Incorrect domain or insufficient permissions

    **Solution**:

    * Verify your FreshWorks domain is correct
    * Ensure you have admin access to the FreshWorks account
    * Check that OAuth applications are not restricted in your FreshWorks settings
    * Clear browser cache and retry authorization
  </Accordion>

  <Accordion title="Domain mismatch error">
    **Cause**: FreshWorks and Freshservice domains are swapped or incorrect

    **Solution**:

    * FreshWorks domain: Found at `yourcompany.freshworks.com`
    * Freshservice domain: Found at `yourcompany.freshservice.com`
    * These may differ if your organization uses separate subdomains
    * Double-check both values in your account settings
  </Accordion>

  <Accordion title="Tickets not replicating">
    **Cause**: Replication not enabled for the channel or the integration is disconnected

    **Solution**:

    * Verify ticket replication is enabled for the channel in channel settings
    * Confirm the integration is still connected (not in error state)
    * Try disconnecting and reconnecting the integration
  </Accordion>
</AccordionGroup>

## Sync interval configuration

Control how frequently Ravenna synchronizes data from your Freshservice workspace. By default, Ravenna syncs every 5 minutes, but you can adjust this based on your organization's needs.

<Steps>
  <Step title="Navigate to integration settings">
    Go to **Settings > Integrations** and click your connected Freshservice integration.
  </Step>

  <Step title="Configure sync interval">
    In the integration settings, locate the **Sync Interval** field and enter your desired interval in minutes.

    **Recommended intervals:**

    * **5 minutes** (default): Best for active teams needing near-real-time sync
    * **15 minutes**: Good balance for most teams
    * **30-60 minutes**: Suitable for less active projects or to reduce API usage
  </Step>

  <Step title="Save changes">
    Click **Save** to apply the new sync interval.
  </Step>
</Steps>

<Info>
  The sync interval affects how quickly changes in Freshservice appear in Ravenna and vice versa. Lower intervals provide faster updates but increase API usage.
</Info>