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title: How to Configure Fresh Service Knowledge Ingestion
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-------------

### Pre-Requisites

* Please ensure the required Fresh Service Connector has been created with the necessary permissions. Please refer the <a href="/service-management/access-requirements/ticketing-systems-itsms/freshservice">**Fresh Service Access Requirements Doc**</a> for details.
* Please ensure the Service Account being used for connecting to Fresh Service has access to the **Categories** and **Folders** users want to ingest from.

### Configuration

Start by creating a new Ingestion under **Answers > Ingestion > Internal Knowledge Settings**

* First, select the **Connector** created for the ingestion and then provide a name for the ingestion. under *Ingestion Name*.
* Then, choose a **Domain**. The domain is the functional areas of employee service that is most related to the knowledge being ingested for this configuration.

**Setup Knowledge Bases**

* **Wizard Mode**

  * *Coming Soon*
* **Advanced Mode**

  * In the Advanced mode, in order to ingest articles from a category or folder, users are required to define the Start URL. The two common formats are:

    ```
    https://<instance-name>.freshservice.com/api/v2/solutions/folders?category_id=1234567890
    https://<instance-name>.freshservice.com/api/v2/solutions/articles?folder_id=0987654321
    ```

    ![](https://files.readme.io/5c0759d98e8733f6a497d30c26f4dfa655d35e0d250dfb0b96a84d8313020a43-Screenshot_2025-07-28_at_11.06.43_AM.png)
  * Please note that configuring individual folders with the `/solutions/folders` endpoint will not work. I.e. the following format is explicitly unsupported for folder configuration:
    ```
    https://<instance-name>.freshservice.com/api/v2/solutions/folders/0987654321
    ```
    * In such cases, please use the `solutions/articles?folder_id=` as shown above.

### Validation

* Once you have submitted the Knowledge ingestion configuration, it will kick off the Ingestion pipeline in the background, the status of the same can be tracked on the [Ingested Knowledge View](/ai-assistant/enterprise-search/configure-search/ingested-knowledge/ingested-knowledge-internal-knowledge-faqs)
* You can search for the Articles with their Title's here, and if they are listing on the Console that means they have been ingested successfully.