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How it works

The Zendesk Connector can sync content from your Zendesk instance, supporting two content types:
  • Articles: Syncs all published Articles from your company’s Help Center
  • Tickets: Syncs Support Tickets with their comments and metadata
The connector supports incremental updates and maintains author information, content tags, and other metadata.

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Content Types

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Articles

  • Syncs all published articles from Zendesk Help Center
  • Includes article content, labels, and content tags
  • Tracks author information and update timestamps
  • Skips draft articles and articles with specific skip labels (configurable)

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Tickets

  • Syncs support tickets with full comment threads
  • Includes ticket metadata (status, priority, tags, type)
  • Tracks submitter and commenter information
  • Excludes deleted tickets
  • Note: Requires active Zendesk Support Product

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Current Limitations

  • Articles: Does not allow filtering by specific categories or sections
  • Tickets: Requires Zendesk Support Product to be active

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Setting up

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Authorization

The Zendesk Connector requires 3 things to connect:
  • Subdomain: Your Zendesk subdomain (e.g., your-company from your-company.zendesk.com)
  • Email: Email address of the API token owner
  • API Token: Zendesk API token for authentication
See below for instructions on getting the API token: Zendesk settings page showing how to generate an API token

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Indexing

1

Add Zendesk connector

Navigate to the Admin Panel and select Add Connector followed by the Zendesk tile
2

Choose content type

Choose your content type (Articles or Tickets)
3

Provide authentication

Provide the authentication information from the section above
4

Start syncing

Click connect to start syncing content from Zendesk
The connector will perform incremental syncs to keep content up to date, using cursor-based pagination for articles and timestamp-based retrieval for tickets.

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Metadata

The connector extracts and indexes the following metadata:

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Articles

  • Labels (article labels)
  • Content tags
  • Author information
  • Update timestamps

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Tickets

  • Status (open, pending, solved, etc.)
  • Priority level
  • Tags
  • Ticket type
  • Submitter information
  • Comment history with authors and timestamps
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