Zendesk

How it works#

The Zendesk Connector can sync content from your Zendesk instance, supporting two content types:

• Articles: Syncs all published Articles from your school'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.

Content Types#

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)

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

Current Limitations#

• Articles: Does not allow filtering by specific categories or sections

• Tickets: Requires Zendesk Support Product to be active

Setting up#

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:

Indexing#

Add Zendesk connector#

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

Choose content type#

Choose your content type (Articles or Tickets)

Provide authentication#

Provide the authentication information from the section above

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.

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

Before using this source with students#

Start with approved course material. Check which documents the connector can retrieve and how it maps source permissions. Test with a student account and a teacher account before widening access. A successful sync does not prove that the intended class boundary is correct.

Use source troubleshooting when a document is missing or visible to the wrong audience.