> For the complete documentation index, see [llms.txt](https://alhena.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://alhena.gitbook.io/docs/ai-configuration/data-sources/helpdesk-ticket-import.md).

# Helpdesk Ticket Import

Alhena AI can import historical tickets from your connected helpdesk to use as a training data source. This helps the AI learn from past support interactions and provide more accurate, context-aware responses.

Before importing, all personally identifiable information (PII) is scrubbed from ticket content to protect user privacy.

## Supported Platforms

* Zendesk
* Freshdesk
* Freshchat
* Gorgias
* Salesforce Service Cloud

## How to Import

1. Go to **AI Settings** in the sidebar
2. Click **Add external source** — your connected helpdesk's ticket option will appear in the dropdown (the helpdesk must be connected first)
3. Configure any filters (see below)
4. Click **Import**

The import runs in the background. Progress is shown in the knowledge base, including the number of tickets imported so far. You can cancel the import at any time.

## Filtering Tickets

**Zendesk, Freshdesk, Freshchat, and Gorgias:**

* **Required Tags** — enter a comma-separated list of tags. Only tickets that have all of the listed tags will be imported. Leave blank to import all solved tickets.

**Salesforce Service Cloud:**

* **Date Field Name** — the Salesforce date field used to filter records (defaults to `LastModifiedDate`)
* **Custom Filter** — additional SOQL WHERE conditions to narrow which cases are imported (e.g. `Status = 'Closed' AND Priority = 'High'`)

## What Gets Imported

* Only **solved** tickets are imported
* Tickets from the **last 3 months** (Salesforce imports up to 1 year)
* All PII is scrubbed before indexing

## Managing Imported Tickets

Once an import is complete, the tickets appear as a knowledge source in the knowledge base. From the **Action** menu you can:

* **View imported tickets** — browse, search by ticket ID or summary, and delete individual tickets

{% hint style="info" %}
Ticket imports are one-time operations. Re-run the import at any time to pull in newer tickets.
{% endhint %}

## Related Pages

* [Zendesk Help Center Articles](/docs/ai-configuration/data-sources/zendesk-help-center-articles.md)
* [Zendesk Integration](/docs/integrations/helpdesk/zendesk.md)
* [Freshdesk Knowledge Base Articles](/docs/ai-configuration/data-sources/freshdesk-knowledge-base-articles.md)
* [Freshchat Integration](/docs/integrations/helpdesk/integrating-alhena-with-freshchat.md)
* [Gorgias Integration](/docs/integrations/helpdesk/integrating-alhena-with-gorgias.md)
* [Salesforce Service Cloud Integration](/docs/integrations/helpdesk/integrating-alhena-with-saleforce-service-cloud.md)