Freshdesk articles AirSync
Seamlessly sync Freshdesk knowledge with DevRev.
Sync your Freshdesk Knowledge Base including articles, attachments, folders, categories, tags, and agent permissions—into DevRev while preserving the original structure and access controls.
Supported objects
The following is a list of Freshdesk objects and their corresponding DevRev equivalents. Those marked as Sync to DevRev are eligible for import from Freshdesk to DevRev.
| Freshdesk Object | DevRev Object | Sync to DevRev |
|---|---|---|
| Article | Article | ✅ |
| Category | Directory | ✅ |
| Folder | Directory | ✅ |
| Tag | Tag | ✅ |
| Agent | DevUser | ✅ |
Install and configure the snap-in
Follow the steps below to import from Freshdesk:
- Go to the Marketplace and search for Freshdesk Articles in the Import category and install.
- Click Install in the snap-in config modal, then go to the Import section in your settings left nav.
- Click +Import and select the Freshdesk logo.
- Create a new connection to your Freshdesk account, or use an existing connection if you already have one.
While creating the connection, ensure you authorize DevRev to access the relevant Freshdesk knowledge base content.
The API token for the connection must be generated by a Freshdesk account administrator with appropriate permissions to access knowledge base articles.
- Select the Freshdesk domain and specific knowledge base content you want to import, and specify the DevRev part that should be used for any imported work (future releases make use of this), after the connection is established. This initiates a bulk import of the selected content.
- Review the automatic field mapping from Freshdesk properties to the corresponding fields in DevRev. Manually map certain fields if needed.
The duration of the import depends on the size of the Freshdesk knowledge base and the data being imported. It can take seconds for an account with only a few articles to a few hours for an account with extensive knowledge base content.
Post import options
After a successful import, you have the following options available for the imported account:
-
Synchronize to DevRev
This option allows you to synchronize any modifications made in Freshdesk with the corresponding items previously imported into DevRev. It also creates new items in DevRev for any article or knowledge base entry in Freshdesk after the last sync or import.
-
View Report
This option allows you to access detailed information about the initial import and any subsequent syncs performed.
-
Delete Import
Use this option, if you want to remove the import and all data that were imported from Freshdesk into DevRev.
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Edit Connection
Use this option to change the connection used for any subsequent actions. It can be helpful if a connection becomes inactive or the user who established it is no longer available.
Synchronize to DevRev
After a successful import from Freshdesk, you can choose to sync the imported data with DevRev. This feature imports any articles and users, and any changes made to previously imported items from Freshdesk.
To perform a one-time sync to DevRev, follow these steps:
- Go to Settings > Integrations > Imports.
- Locate the previously imported project.
- Select the ⇆ > ⇾ From Freshdesk to DevRev option.
A one-time sync may overwrite fields in previously imported items, even if they were modified in DevRev.
Historical AirSyncs
To view currently running and previous AirSyncs from various sources, do the following:
- Go to Settings > Integrations > AirSyncs.
- Select the import you want to view.
- Select the context menu (⋮) > View Report.
Periodic sync
After successfully importing to DevRev, you have the option to enable a periodic sync. This allows for automatic synchronization with DevRev on a regular basis. By default, the sync occurs once an hour.
To configure periodic sync, follow these steps:
- Go to Settings > Integrations > AirSyncs.
- Locate the previously imported project.
- Select the ⋮ > Set Periodic Sync option.
The Enable automations for synced items setting is optional and can be activated during periodic sync configuration. When enabled, newly created or updated items trigger events, which can initiate webhooks, notifications, Snap-ins, and other processes, as if the events originated directly in DevRev.
If this setting is disabled, updates will not trigger any event-driven processes. This behavior applies only to periodic syncs; no events are triggered during a first-time import or manual sync to or from DevRev.
Delete import
This deletes any content created by the import, including users and works.
An import and all the content it creates can be deleted from DevRev. This can be useful when running POCs or to change the recipe used during the import. Once an import has been deleted, all the content it created gets deleted, even if they were modified in DevRev. It's possible to import the project again after its deletion.
To delete an import and all the content it created, go to Settings > Integrations > AirSyncs, find the previously imported project, and select ⋮ > Delete Import.