The Freshservice Classic Ingestion connector indexes Solution Articles from your Freshservice tenant, making that content searchable through the Moveworks AI Assistant.
The Freshservice content connectors supports ingesting Solution Articles present in the Freshservice tenant. Moveworks recommends using font sizes within your Freshservice article editor judiciously to break up the articles in relevant sections.
Note that outside of just using titlez, Moveworks will also parse the rest of the article content to determine the best title for your article.
In this example, Moveworks would create a knowledge article “snippet” titled “VPN Troubleshooting Guide: How to solve connection errors”
By default, Moveworks will display data from thedescription field of your articles. However, if you store any important information in any different or custom fields, you can configure Moveworks to extract from those other fields.
Moveworks generates links to your articles based on the article’s path.
https://{{freshservice_url}}/a/solutions/articles/{{article-id}}
If you have a custom portal with a different URL, this URL format can be configured differently.
Please note that images, tables, or other multi-media formats will not be rendered in chat. Instead, the user will be able to click the article and view the source article.
Before setting up the Freshservice Classic Ingestion connector, review the Freshservice Access Requirements.
The Classic Ingestion connector for Freshservice does not mirror source permissions. All indexed content is visible to all employees in the AI Assistant search experience.
Moveworks leverages the Freshservice APIs to filter & implement the correct ingestion logic:
{{freshservice_url}}/api/v2/solutions/categories{{freshservice_url}}/api/v2/solutions/folders?category_id={{category_id}}{{freshservice_url}}/api/v2/solutions/articles?folder_id={{folder_id}}To configure Freshservice Classic Ingestion in Moveworks Setup, see How to Configure Freshservice Knowledge Ingestion.