Your Freshworks ticket history is a record of every problem your customers have ever had and every solution your team has ever provided. Most teams never use that data for anything after the ticket is closed. Connecting it to Outlearn changes that.

Your support team has been using Freshworks for two years. In that time they have resolved thousands of tickets - variations of the same issues, documented solutions, answers that took time to figure out the first time. Every one of those tickets is a closed file your agent cannot read. Connect Freshworks as a source and that two years of solved problems becomes knowledge your agent can use. The next customer who asks a question your team has answered before gets the answer immediately, without anyone having to solve it again.

In this article, you'll learn:

• What gets synced when you connect Freshworks as a source  
• How to connect your Freshworks account
• How to manage the connection

What Gets Connected

When you connect Freshworks as a knowledge source, Outlearn syncs your support conversations and ticket history to help your agent understand common issues and how they've been resolved. Your data stays in Freshworks - Outlearn reads it, it never modifies or moves it.

How to Connect Freshworks

1. Go to the Sources tab.
2. Click + Add Knowledge.
3. In the Add Knowledge Sources modal, click Ticketing Systems in the left panel.
4. Select Freshworks.
5. Log in to your Freshworks account when prompted and authorize Outlearn to access your data.
6. Follow the on-screen steps to configure what to sync and set accessibility.

After Connecting

Once connected, Freshworks will appear in your Sources list and Outlearn will keep it in sync automatically.

From the Sources list you can:

• Change accessibility using the dropdown next to the source.
• Toggle it on or off using the In Use toggle.
• Resync manually using the three-dot menu.
• Delete the connection using the three-dot menu.

Best Practices

• Set accessibility to Internal if your ticket history contains sensitive customer information that shouldn't be surfaced in public conversations.
• Use this integration alongside a knowledge base source - ticketing history works best as a complement to structured documentation, not a replacement for it.
• After connecting, check Content Gaps in Analytics to see if the ticket history is helping fill answer gaps.