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
Go to AI Settings in the sidebar
Click Add external source — your connected helpdesk's ticket option will appear in the dropdown (the helpdesk must be connected first)
Configure any filters (see below)
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
Ticket imports are one-time operations. Re-run the import at any time to pull in newer tickets.
Related Pages
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