Summary: ◀▼
You can connect a second Zendesk account to sync and use its knowledge base content in your workflows. Specify the account URL, and optionally an API token, email, and locale to sync public or non-public articles. Manage viewer permissions, manually resync content, or remove connections as needed. Syncs update every 24 hours, with manual resync available for immediate updates.
You can connect a second Zendesk account to your primary Zendesk account to make its content available wherever external content is used.
When you set up your Zendesk connection, you specify your Zendesk URL for the Zendesk knowledge base that you want to connect and optionally specify an API token, email, and locale. If you specify an API token with email, you can sync non-public content. If you select a locale, you can restrict your sync to articles for that locale only.
If you don't specify an API token with email and locale, then each connection contains the publically available content in the all locales for that subdomain. All published articles that meet this criteria are synced to the connection. If you want to sync content from another Zendesk subdomain, you'll need to add a new connection for that subdomain.
You must be a Knowledge admin to set up and manage external content connections.
Setting up a Zendesk connection
You can set up a Zendesk connection to connect and sync content from the knowledge base of another Zendesk account. After you connect a Zendesk knowledge base, you can configure workflows to use this external content.
- In Knowledge admin, click Manage articles
(
) in the sidebar. - Click External content > Connections.
- Under the Available sources section, click Connect on the Zendesk
source card.
- Click Continue.
- Enter the URL for your Zendesk account, then click Continue.
- (Optional) Enter the following information:
- Email (optional): Enter the email address associated with your Zendesk account. This information is combined with the API token to access and sync your internal content.
- API token (optional): Enter an API token if you want to sync non-public articles to your Zendesk account. If you leave this field blank, then only content visible to anonymous users will be synced.
- Locales (optional): Select a locale for articles that you want to sync. If you leave this field blank, then articles associated with all locales will be synced.
-
Zendesk is added to your Connections page and your site begins syncing.
Adding or removing content from your Zendesk connection
Managing Zendesk content connected to your Zendesk account
Once you've created a Zendesk connection, you can view information about the connection, set viewer permissions for content, and manually resync or remove the connection.
Viewing Zendesk connection details
You can use the information panel to view information about the Zendesk 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 pages synced for that connection
- Status: Sync status
- Last synced: When the last sync occurred. Syncs are automatically performed every 24 hours, though they can also be triggered manually
Managing viewer permissions for Zendesk content
You can set the viewer permissions for who can view connected Zendesk 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 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.
-
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):
- Click Save.
Manually resyncing Zendesk content
When you connect Zendesk as an external content source, a sync process runs every 24 hours to update new or changed content within the top level pages and their subpages that you connected.
- On the Connections page, click the options menu () for the connection you want to
sync.
- Select Sync again.
The Zendesk connection syncs immediately, and the Last synced column is updated with the most recent sync time.
Removing a Zendesk connection
You can remove the connection to the second Zendesk account if you no longer want to sync its content. If you remove a connection, all 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 connection you want to
remove.
- Select Remove connection.
- Review the message, then click Remove.
The connection is removed from the Connection list, and is no longer available as an external content source.