Freshservice integration with the Notion for Freshservice app enables IT teams and agents to fetch knowledge base resources from Notion, and utilise those resources as replies within the Freshservice service desk ticket conversations for better incident resolution.
The Notion for Freshservice app integration:
Enables agents to fetch knowledge base content and links from Notion, and attach them as replies to requesters, which helps improve agent productivity.
Enables agents to search recommended knowledge base articles (fetched from Notion) 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 Notion account.
Account administrator privileges within Freshservice to initiate the integration.
Install the app
To install the app:
Log in to your Freshservice account.
Go to Admin > Automation & Productivity > Extensibility > Apps.
Or, click the Marketplace Apps icon on the top-right corner, and select Marketplace Apps.
Search and select the Notion for Freshservice app using the Search apps option.
Click Install on the installation page. The Configuration page opens.
Enter the relevant Notion OAuth parameters in the Client ID and Client Secret fields. Then, click Next/Continue.
In another window that opens, select the relevant Notion workspace, and allow access to teamspaces and pages.
Note: If you do not have an existing Notion workspace, you can create a new workspace.
On the Freshservice Credentials page, the Freshservice Domain and Freshservice API Key fields are auto-populated.
Note: Ensure that your Freshservice API Key is enabled before initiating the installation.
Click Install.
Add knowledge base resources to ticket conversations
To search and add the relevant knowledge base resources to ticket conversations:
Log in to your Freshservice account.
Go to Tickets > List.
Click any ticket Subject to open the ticket Details page.
Select the relevant conversation option (Reply, Forward, or Add note) under Conversations (for example, Add note).
Click the Notion icon (denoted as N) at the bottom of the conversation note.
The Solution Articles pane opens on the right side of the page.
Search for a relevant solution article from the Search articles box.
Or, hover over a relevant article under the Recommended section to view the available options (Preview article, Insert article link/URL icon, Insert content icon).
Click the article title to preview the article. A preview of the article will be shown.
Click Back to go back to the solution articles list.
Or, click Go To Notion to go to the Notion knowledge base site.
Or, select Insert article link/URL to insert only the article link to the conversation.
Or, select Insert content to insert the article content to the conversation.
Based on the option you select (Insert article link/URL or Insert content), either a link or content gets added to the conversation.
Alternatively, you can insert an article link/URL or article content using the options that appear when you hover over an article in the solution articles list (as mentioned in step 7).
