Connecting Confluence as an external knowledge source

You can connect Confluence to your Zendesk account to make the content availablewherever external content is used.

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Summary: ◀▼

You can connect Confluence to sync and use its content as an external knowledge source. Manage multiple spaces, set viewer permissions for user segments, and manually resync content when needed. Removing connections stops content syncing and availability. This helps you integrate Confluence content into your workflows and control access for agents, admins, and users.

You can connect Confluence to your Zendesk account to make the content available wherever external content is used.

This article contains the following topics:

• Connecting a Confluence site
• Adding another Confluence space
• Managing Confluence spaces connected to your Zendesk account

Related articles:

• Knowledge product limits for your help center

Connecting a Confluence site

You can create a connection to ingest and sync content from your Confluence spaces. After you connect a Confluence site, you can configure workflows to use this external content.

You must be a Knowledge admin to set up and manage external content connections.

Note: Labels added to Confluence content are not synced to Zendesk.

To set up a Confluence connection

1. In Knowledge admin, click Manage articles () in the sidebar.
2. Click External content > Connections.

   

3. Click Create connection.

   

4. In the Confluence card, click Connect.

   

5. Log into Confluence with a user account that has the correct permissions for content you want to sync to Zendesk.
6. Select your Confluence site from the drop-down list and click Accept.

   

7. In Confluence site, select the Confluence site that you want to connect.
8. In Spaces, select the spaces that you want to connect.
   Note: Connections to personal spaces in Confluence are not permitted.

   Only the first 20 spaces (shown in alphabetical order) appear in the drop-down menu. To select a space that doesn't appear in the menu, begin typing the name of the space in the search box, then select it once it appears. To remove a space, click X on the space tag.

   

9. Click Sync to begin syncing your site.

When the sync is complete, the page will show a green Synced status for each synced space.

Adding another Confluence space

After you create a connection to a Confluence site, you can add more spaces to the connection at any time.

To add spaces to your Confluence connection

1. In Knowledge admin, click Manage articles () in the sidebar.
2. Click External content > Connections.

   

3. Click the options menu () on the Confluence site row that contains the spaces you want to add, then select Add content.

   

4. In Confluence site, select the Confluence site that contains the spaces you want to add.
5. In Spaces, select the spaces that you want to connect.

   Only the first 20 spaces (shown in alphabetical order) appear in the drop-down menu. To select a space that doesn't appear in the menu, begin typing the name of the space in the search box, then select it once it appears. To remove a space, click X on the space tag.

6. Click Sync to begin syncing the spaces to Knowledge.

   When the sync is complete, the page will show a green Synced status for each newly synced space.

Managing Confluence spaces connected to your Zendesk account

Once you've created a Confluence connection, you can make changes to the connected site and spaces as needed.

This section contains the following topics:

• Viewing Confluence connection details
• Managing viewer permissions for Confluence content
• Manually resyncing Confluence content
• Disconnecting a Confluence site or space

Viewing Confluence connection details

When you add spaces to your Knowledge connector to Confluence, you can view information about the connection, when it was created and by whom, and when it was last synced.

To view Confluence connection details

1. In Knowledge admin, click Manage articles () in the sidebar.
2. Click External content > Connections.

   

3. Click the options menu () on the row for the space you want to manage, then select Manage.

   

4. View details about the connection:
   • Created: When the connection was created
   • Connected by: Name of the Knowledge admin who created the connection
   • Items: Number of connected pages in the space
   • Status: Sync status
   • Last synced: When the last sync occurred. Syncs are automatically performed every 24 hours, though they can also be triggered manually
   • Connection: Link to the space in the Confluence site

   

5. Click Save.

Managing viewer permissions for Confluence content

You can set the viewer permissions for who can view connected Confluence content in your Zendesk workflows.

To manage viewer permissions for Confluence content

1. In Knowledge admin, click Manage articles () in the sidebar.
2. Click External content > Connections.

   

3. Click the options menu () on the row for the space you want to manage, then select Manage.
4. Under Viewing permissions, select one of the following options to determine which user segments can view content from this space:
   • Only visible to selected user segments: Select up to 10 user segments from any of the following (an Enterprise plan is required to select multiple user segments):
     • Signed-in users: Includes internal and external users who create an account and sign in to your help center.
     • Agents and admins: Includes team members only, so that you can create content that is internal-only.
       Note: Light agents are included in this segment. For a list of light agent permissions, see Understanding and setting light agent permissions.
     • Custom user segment: Allows you to restrict viewing access to specific users based on tags, organizations, or groups by applying user segments. See Creating user segments to restrict access.
   • Visible to everyone: Includes anyone who visits your help center and does not require sign in.
5. Click Save.

Manually resyncing Confluence content

When you connect Confluence as an external content source, a sync process runs every 24 hours to update new or changed content. You can also manually force a sync.

To manually resync Confluence content

1. On the Connections page, click the options menu () for the site or space you want to sync.

   

2. Select Sync again.

   The Confluence spaces sync immediately, and the Last synced column is updated with the most recent sync time.

Disconnecting a Confluence site or space

You can remove connections to Confluence sites or spaces if you no longer want to sync their content. If you remove a site connection, all space connections within that site will be removed. To remove an individual space connection but retain others within the site, remove the space connection only.

When you remove a connection, the related content is no longer available wherever external content is used.

To disconnect a Confluence site

1. On the Connections page, click the options menu () for the site or space you want to disconnect.

   

2. Select Remove connection.
3. Review the message, then click Remove connection.

   

   The space is removed from the Connection list, and is no longer available as an external content source.