Internal Knowledge Setup - Freshservice

Create new ingestion

To begin configuring Internal Knowledge head to Knowledge in the Moveworks Setup sidebar and then Setup. Any past knowledge base set ups will show up here as saved configurations.

To set up a new configuration, click on New Ingestion

Connector and Domain Selection

  1. Click on the drop down menu underneath Select a Connector.
  2. Select the Freshservice connector. After you’ve done so, click on Next: Select KB to select a domain.
  3. On the next page, choose the appropriate domain for your knowledge from the dropdown menu under Domain.
    1. Moveworks uses the term “Domain” to describe functional areas of employee service that can be predicted by the bot without any custom configuration.
    2. Moveworks supports up to eight domains by default. You can always click on Back to return to this page to change the selected domain during the knowledge configuration process, but the domain cannot be changed after you submit the configuration.

After you’ve chosen the relevant domain, click on Next: Setup Ingestion to select the categories you’d like to ingest.

Select categories

Select categories

Categories are collections of knowledge articles. Once you have selected a connector, Moveworks makes a live call to your Knowledge System to pull all the knowledge bases available in the system.

Depending on your use case, you may choose to use Advance Mode to ingest your category. You should use Advance Mode if you need custom filtering as part of the configuration. If this is the case proceed to the Advance Mode section.

  1. View the list of category and click on the checkbox to select the category that are relevant to the domain you chose in the previous step.
    • On the Validation page at the end you will see an approximate number of articles pulled based on your configuration. There will also be sample articles to give you an idea of what kind of knowledge to expect. At anytime during this configuration you can come back to this page and modify the list.

Now that you’ve selected your categories, click on Next: Generate URL to provide the sample article URL.

Advance Mode

By using Advance Mode you have greater control over which articles to ingest. In this mode, you can provide a URL for each scenario your users may encounter. You can also provide multiple URLs supporting each of your use cases.

When should you use this mode ?

  • If you require filter articles on the basis of folders, or club it together with folder and category based filtering.
    • For example, if you need to ingest all articles in a specific category, and also in a specific folder
  1. Click on the Use Advance Mode toggle on the right next to enter advance mode. You will then be taken to the page below.

Build a start URL

Consider a scenario where as an admin you want to ingest all articles in a specific category, and also in a specific folder.

Here’s how you can get the start URL for the above use case:

  1. Find the folder ID that you want to ingest articles from.
  2. Find the category ID that you want to ingest your articles from.
  3. Replace the DOMAIN and YOUR_FOLDER_ID part of the below URL to get the start URL for fetching articles based on your specific folder.
  4. Replace the DOMAIN and YOUR_CATEGORY_ID part of the below URL to get the start URL for fetching articles based on your specific folder.

Now that you have a URLs that can be used to ingest articles based on your requirements, go back to the Moveworks Setup and both URLs into the field below Provide start url to set up ingestion. And click on Next.

Click on Next: Generate URL to provide the sample article URL.

Sample Article URL

When the Moveworks bot sends a summary of an article in-chat to answer a user’s questions, within the message there is a link they can click to go to ServiceNow and read the complete article. In order for this to work, you must provide Moveworks with a sample link.

How to get a sample URL?

  1. Head over to your Freshservice instance.
  2. Go to any article that you want to ingest.
  3. Copy the URL in the browser address tab.
  4. Go back to the Moveworks Setup, and paste this URL into the field under Paste a URL from an existing article.

Now that you’ve provided a sample article URL, click on Next: Review Samples to go to the final step which is Validation.


On this page you can confirm whether the configurations you made are correct.

Article Count

The article count is the total number of articles that will be ingested into Moveworks based on the configurations you just completed. This is NOT a Sample Count.

Sample Articles

This table of sample articles allows you to validate the metadata that will be stored in Moveworks for the articles in this Category.

Moveworks will take between 30 minutes to 4 hours to ingest all the articles selected and make them bot ready. See our Knowledge module guide to learn more.

Edit the ingestion

After finishing the configurations for your Knowledge setup, you may want to make changes to the ingestions. You can do so by following the steps below:

Connector and Domain verification

  1. Go to Knowledge Setup. All previous ingestions will be viewable on this page.
  2. Click on the Edit icon to edit that ingestion.
  3. Verify your connector here and click Next.
  4. Verify the Domain for your ingestion and click Next.

Select Categories to edit or proceed to advance mode

On the next page you will see the knowledge bases and tables that were successfully ingested checked in the table. Here, you can go through your Categories, select more or deselect the ones you no longer want to be ingested.

Advance Mode

The categories that you had selected while creating the configs are transformed into a URL and is shown to you in advance mode. Please note that these URLs are not shown in create mode.

You can edit this URL or add your new URLs in the screen, to know more about creating URLs see the section above about Advance Mode.

Provide the sample URL

After you are satisfied with the Categories that you want to ingest click on Next. Later in this process you will be shown a review articles screen where you can verify the number of articles that are about to be ingested. You can always come back to select / deselect Categories

The sample article URL field will be auto populated. Click on Next.

Review Articles

You can now go through the article count, and verify the sample articles that is shown. You can also go back and select more KBs to check the article count again. After you are confident of the Knowledge that you are about to ingest, click on Confirm Ingestion.

In the next 30 minutes to 4 hours, your Moveworks bot will ready to respond to queries with updated knowledge.


Q: Can I only do advance mode or basic mode? Can I do both?

A: Moveworks supports only one of the modes setting up the ingestion.

Q: How long does it take for MW to ingest all my articles?

A: It will take 30 minutes to 4 hours depending on the number of articles you are ingesting.

Q: How can I delete a connector ?

A: Moveworks does not support deleting connectors as of this moment.

Q: How can I ingest categories based on labels?

A: You can use advance mode for this purpose, see Advance Mode for more information on how to ingest custom tables.

Q: What is the difference between Sample URL and Start URL?

A: Sample URL is surfaced by the bot when it responds to a query, whereas the start URL is used in advance mode to do custom filtering for your articles.

Q: Are Integration ID and connector name the same?

A: Yes, Integration ID and connector refer to the same thing.

Q: Can I modify a connector while editing configuration?

A: No, if you want to use new connector, you must create a new ingestion.

Q: Will the bot stop working after I edit an ingestion?

A: No, your bot will still function, when the edited knowledge is fully ingested, the bot will reflect the changes in its responses.


  1. I selected a connector but it says “we don’t support this action now”, what should I do ?This means that the connector selected is not supported by Moveworks Setup as of now. Go ahead and select the appropriate ServiceNow connector that you have created.
  2. I see multiple Freshservice connectors, which one to select ?
    You can create multiple Freshservice connectors and all the connectors are shown to you in the first step of the configuration. Select the connector that you created and is functioning.
  3. I accidentally selected the wrong Domain for an ingestion and submitted, what can I do now?
    Domain modification for an ingestion is not supported as of now, you can contact your Customer Success team to make this change.
  4. I think some Categories are missing from the table? How is this possible ?
    Please go back to the table view and re-check, please ensure that you have gone through all the pages. If there are still categories that are missing, you can also use Advance Mode to add custom filtering.
  5. I am getting wrong article count, where did I go wrong ?
    Please re-check the categories that you have selected or the URL that you have given, This count is the total number of articles that you have in your categories selected, or based on the start URL that you provided.
  6. I accidentally selected the wrong Category for ingestion, how to stop/pause ?
    You can go ahead and edit your ingestion.
  7. I am unable to go to my Freshservice instance by clicking the link on review screen?
    This means that the Sample URL provided is incorrect. Try adding the Sample URL again.
  8. I am getting the error: “Sorry we do not support this connector as of now. Please contact Customer success team”, what should I do?
    Check if you are using the right connector for the system you are trying to make configurations to.
  9. I am getting the error: “Apologies, we're experiencing a delay. Please try again after checking your connector setup, instance health.”
    1. This error arises in the circumstance when Moveworks is not able to connect to your system.
    2. Verify the credentials for the connector that you are using.
    3. Check if your Knowledge system is up and running.
    4. If the issue still exists contact your Moveworks Customer Success team.
  10. I am getting the error: “Sorry we cannot process your request this time”
    To resolve this error please contact your Moveworks Customer Support team.
  11. I am getting the error: “unauthorized”
    This error arises when the session is expired, please reload the page.
  12. I am getting the error: “Unable to load the given page”
    To resolve this issue, go to the home page, and retry the configurations.