Freshservice integration with the GetGuru for Freshservice app enables IT teams and agents to fetch knowledge base resources from GetGuru, and utilise those resources as replies within the Freshservice service desk ticket conversations for better incident resolution.


The GetGuru for Freshservice app integration:

  • Enables agents to fetch knowledge base content and links from GetGuru, and attach them as replies to requesters, which helps improve agent productivity.

  • Enables agents to search recommended knowledge base articles (fetched from GetGuru) based on the Subject details of Freshservice service desk tickets.


This article contains the following topics:


Prerequisites for integration

Ensure you have the following, as part of the prerequisites for integration:

  • An active GetGuru account.

  • Account administrator privileges within Freshservice to initiate the integration.


Install the app

To install the app:


  1. Log in to your Freshservice account.

  2. Go to Admin > Automation & Productivity > Extensibility > Apps.

  3. Or, click the Marketplace Apps icon on the top-right corner, and select Marketplace Apps.

  4. Search and select the GetGuru for Freshservice app using the Search apps option.

  5. Click Install on the installation page. The Configuration page opens.



  1. Enter the relevant Freshservice and GetGuru credentials in the Freshservice Domain, Freshservice API Key, GetGuru Email, and GetGuru API Token fields.

  2. Click Install.


Add knowledge base resources to ticket conversations

To search and add the relevant knowledge base resources to ticket conversations:


  1. Log in to your Freshservice account.

  2. Go to Tickets > List.

  3. Click any ticket Subject to open the ticket Details page.

  4. Select the relevant conversation option (Reply, Forward, or Add note) under Conversations (for example, Add note).



  1. Click the GetGuru icon (denoted as G) at the bottom of the conversation note.



The Solution Articles pane opens on the right side of the page.



  1. Search for a relevant solution article from the Search articles box.

  2. Or, hover over a relevant article under the Recommended section to view the available options (Preview article, Insert article icon, Insert content icon).



  1. Click the article title to preview the article. A preview of the article will be shown.



  1. Click Back to go back to the solution articles list.

  2. Or, click Go To Get Guru to go to the GetGuru knowledge base site.

  3. Or, select Insert article link to insert only the article link to the conversation.

  4. Or, select Insert content to insert the article content to the conversation.



Based on the option you select (Insert article link or Insert content), either a link or content gets added to the conversation (as shown in the following figures).


Figure 1: Inserted article link in the conversation


Figure 2: Inserted article content in the conversation


  1. Alternatively, you can insert an article link or article content using the options that appear when you hover over an article in the solution articles list (as mentioned in step 7).

  2. Then, send the conversation to the requester.