Summary: ◀▼
You can connect Guru as an external knowledge source to sync published content from specified Collections. Manage connections by setting viewer permissions, manually resyncing content, or removing connections. Syncs update content every 24 hours, reflecting changes in your workflows. This integration requires admin permissions and uses email and API tokens for secure access to authorized content only.
You can connect Guru to your Zendesk account to make the content available wherever external content is used. When you connect Guru as an external knowledge source, you can ingest content from published cards within the Collections you specify during setup.
You must be a Knowledge admin to set up and manage external content connections in Zendesk. You must be a Guru admin to create the API key necessary for authoring synced content within Guru. The Guru connector is authenticated with your email and API key, which ensures that you can only sync content that you have access to within Guru.
Setting up a Guru connection
You can set up a Guru connection to connect and sync content from your Guru Collections. After you connect a Guru Collection, you can configure workflows to use this external content. When you sync a Guru Collection, published cards with content are automatically synced.
- In Knowledge admin, click Manage articles
(
) in the sidebar. - Click External content > Connections.
- Under the Available sources section, click Connect on the Guru
card.
- Click Continue.
- On the Authenticate tab, enter the following credentials to connect
to Guru, then click Continue:
- Email: Email address used to access your Guru account. You must be a Guru admin to create a connection, and can only sync content that you have permission to access in Guru.
- API token: User token associated with your email address in Guru. The user token provides read and write access in Guru based on your existing account permissions. Click Manage > API Access above this field to access the page in Guru where you can generate the user token. For more information, see Leveraging Guru's API in Guru's help center.
- On the Define scope tab, in the Collection field, select the
Guru collection that contains the published content you want to sync, then
click Sync.
-
Guru is added to your Connections page and your site begins syncing.
Adding or removing content from your Guru connection
When you set up your Guru connection, you specify the Collections you want to connect. You can create multiple Guru connections, but each connection contains a single Collection. All published cards with content within the Collection are synced to the connection.
Managing Guru sites connected to your Zendesk account
Once you've created a Guru connection, you can view information about the connection, set viewer permissions for content, and manually resync or remove the connection.
Viewing Guru connection details
You can use the information panel to view information about the Guru connection, when it was created and by whom, and when it was last synced.
- In Knowledge admin, click Manage articles
() in the sidebar.
- Click External content > Connections.
- Click the options menu (
) on the row for the connection you want to
manage, then select Manage.
- 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 site
- Status: Sync status
- Last synced: When the last sync occurred. Syncs are automatically performed every 24 hours, though they can also be initiated manually
Managing viewer permissions for Guru content
You can set the viewer permissions for who can view connected Guru content in your Zendesk workflows.
- In Knowledge admin, click Manage articles
() in the sidebar.
- Click External content > Connections.
- Click the options menu () on the row for the connection you want to
manage, then select Manage.
- 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 a user
segment from the following. On Enterprise plans, you can select
up to 10:
- 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 doesn't require sign in.
-
Only visible to selected user segments: Select a user
segment from the following. On Enterprise plans, you can select
up to 10:
- Click Save.
Manually resyncing Guru content
When you connect Guru as an external content source, a sync process runs every 24 hours to update new or changed content within the site. You can manually resync at any time to initiate another sync, which can take up to 24 hours to complete.
- On the Connections page, click the options menu () for the connection you want to
sync.
- Select Sync again.
The Guru connection syncs immediately, and the Last synced column is updated with the most recent sync time.
Disconnecting a Guru connection
You can remove the connection to Guru if you no longer want to sync its content. If you remove a connection, all site content within that connection will be removed.
When you remove a connection, the related content is no longer available wherever external content is used.
- On the Connections page, click the options menu () for the Guru connection you want to
disconnect.
- Select Remove connection.
- Review the message, then click Remove connection.
The Guru connection is removed from the Connection list and unavailable as an external content source.