How it Works
The Zendesk Connector can sync content from your Zendesk instance and supports two content types:- Articles — Syncs all published articles from your company’s Help Center
- Tickets — Syncs support tickets along with their comments and metadata
Content Types
Articles
- Retrieves all published articles from the Zendesk Help Center
- Includes article content, labels, and content tags
- Captures author information and update timestamps
- Skips draft articles and those marked with specific skip labels (configurable)
Tickets
- Syncs support tickets along with their full comment threads
- Includes ticket metadata such as status, priority, tags, and type
- Captures submitter and commenter information
- Excludes any deleted tickets
- Note: Requires an active Zendesk Support Product
Current Limitations
- Articles: Filtering by specific categories or sections is not currently supported
- Tickets: An active Zendesk Support Product is required
Setting Up
Authorization
Three pieces of information are needed to connect the Zendesk Connector:- Subdomain — Your Zendesk subdomain (e.g.,
your-companyfromyour-company.zendesk.com) - Email — The email address associated with the API token owner
- API Token — Your Zendesk API token for authentication
Indexing
- Add the Zendesk connector Go to the Admin Panel, click Add Connector, and select the Zendesk tile.
- Choose your content type Select either Articles or Tickets as your content type.
- Provide authentication details Enter the authentication information gathered from the section above.
- Start syncing Click Connect to begin pulling content from Zendesk.
Metadata
The connector extracts and indexes the following metadata:Articles
- Labels (article labels)
- Content tags
- Author information
- Update timestamps
Tickets
- Status (open, pending, solved, etc.)
- Priority level
- Tags
- Ticket type
- Submitter information
- Comment history with authors and timestamps