Skip to main content
Freshservice is a cloud-based IT help desk and service management platform. The Glean Freshservice data source enables organizations to index and search solutions articles, tickets, and releases from Freshservice, with permissions and access aligned to the native platform. Associated permissions, group memberships, and user identities are crawled from corresponding endpoints, for example, agents, requesters, departments and groups.

​
Supported objects

  • Solutions articles (knowledge base)
  • Solution categories and folders
  • Tickets
  • Releases
  • Problems
  • Changes

​
Supported API endpoints

  • Solutions categories: /solutions/categories
  • Solutions folders: /solutions/folders
  • Solutions articles: /solutions/articles
  • Tickets: /tickets
  • Releases: /releases

​
Limitations

  • The connector currently does not implement the managed by permission, as the Freshservice API does not expose granular role-level permissions.
  • Private or restricted tickets assigned to restricted groups are not accessible unless an API key is provided from a relevant group member.
  • Custom roles with non-standard permissions are not fully supported if role permissions are unavailable from the API.

​
Requirements

Connecting Freshservice to Glean requires configuration of appropriate admin credentials, access rights in Freshservice, and basic technical environment setup.
  • Freshservice cloud instance.
    On-premises deployment is not supported.
  • API access must be enabled for the Freshservice instance.
    • An API key from a Freshservice user who meets the permission requirements is necessary.
    • The user providing the API key must have an Admin, Account Admin, or Workspace Admin role (for multi-workspace environments, use at least a Workspace Admin for the specific instance you wish to index).
    • The API key must be provisioned for a role with read/view permissions on the scope of all relevant objects you intend to index.
      API keys are user-scoped, permissions in Glean will match those of the user whose API key is supplied. To index tickets assigned to restricted groups, the key must be generated by a member of that restricted group.
  • Network access must be configured for Glean’s connectors to reach the Freshservice APIs.
  • The Freshservice domain, the unique organization identifier used in URLs, for example, glean in glean.freshservice.com is required.

​
Setup instructions

Setup for the Freshservice connector is managed in Glean’s admin console and primarily requires credential entry and configuration verification.

​
Prerequisites

  • Confirm Freshservice instance is cloud-based and API access is enabled.
  • You have a Freshservice admin or workspace admin account with permission to generate an API key covering all required object types.
  • Obtain the domain prefix for your organization’s Freshservice instance, for example, glean in glean.freshservice.com.

​
Steps

  1. In Freshservice, sign in as an admin or workspace admin.
  2. Navigate to Profile Settings → Generate New API Key. Copy the generated API key.
  3. In the Glean admin console:
    1. Go to Data sources tab in the admin console.
    2. Click Add data source and select Freshservice.
    3. Enter:
      • Freshservice Domain (e.g., glean)
      • API Key from Freshservice
  4. Click Save.
  5. Initiate the crawl. Glean will begin indexing solutions articles, tickets, and releases according to available permissions.
  6. If the setup is successful, you get a confirmation and the content shows up in search results within the hour.
If you have any concerns, reach out to the Glean support team.