Index the Zendesk tickets your team has already solved. The next time someone asks the same thing, Kelu answers from the reply that solved it. Zendesk is the only helpdesk this source reads. For Help Center articles, see Zendesk Help Center.

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Before you start

  • You are a workspace owner or admin.
  • Your Zendesk subdomain: acme for acme.zendesk.com.
  • You are a Zendesk admin yourself, or your Zendesk admin joins this Kelu workspace as an admin and clicks Connect with Zendesk themselves. Approval must finish in the same browser where Connect with Zendesk was clicked, so the link can’t be forwarded.

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Set up

1

Connect Zendesk

In the knowledge base, open Sources → Add source → Zendesk Tickets. Enter your subdomain, click Connect with Zendesk and approve in Zendesk, in the same browser. Kelu brings you back to Integrations → Helpdesk automation.Already connected Zendesk for helpdesk automation? It is listed under Connected Zendesk accounts, so skip this step.
2

Pick the account

Open Add source → Zendesk Tickets again and click Continue → (or Use this) beside your Zendesk account.
3

Configure and deploy

Give the source a Display name, set the filters below and click Deploy. The first sync starts right away.
4

Check the result

Open the source’s Documents tab, then ask a recently solved question in Playground.
Connecting here adds a Zendesk integration under Helpdesk automation, with a Kelu webhook and two triggers in Zendesk. It answers no tickets. Its Draft only starts on, so if you later switch on Answer new tickets, confident answers are filed as private notes until you turn Draft only off.
Connect with Zendesk is the only way to connect: Kelu does not accept a pasted Zendesk token. If it says the Zendesk OAuth client is not configured on this deployment, the Kelu deployment has no Zendesk app set up yet; ask whoever runs it.

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Filters

FilterDefaultWhat it does
StatusesAll statusesKeeps tickets in the chosen statuses. Only Solved tickets are read, so leave it on All statuses or Solved
Include tagsAll tagsKeeps only tickets with at least one of these tags
Exclude tagsNoneSkips tickets with any of these tags
Ticket age, Priorities, Types, Include groups, Exclude groupsSaved but not applied yet. Every solved ticket is read whatever they say
Tags match whatever their case.

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Who sees the answers

Ticket documents start Restricted. They answer on the Ask page and in your Slack and Teams bots. They do not reach your widget, SDKs, public API or MCP clients, and they do not feed helpdesk replies or simulations, which use public documents only. To change it, pick Public under Visibility when you add the source. For a source you already have, open its Configuration tab, click Edit and set New documents. That change applies to tickets indexed from then on.
Tickets hold customer details. Turn on PII masking before you add the source. Each ticket is indexed once, so masking turned on later never reaches it.

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What gets indexed

  • Tickets in the Solved status, newest first, up to 2,000 per sync. Tickets already moved to Closed are not read.
  • Each ticket once. Replies added after it was indexed are not picked up.
  • Only the messages the customer could see. Internal notes are left out.
  • One document per ticket: a heading with the ticket number, status and subject, its tags, then Resolution (the last public agent reply, when there is one), Problem (the first message) and Conversation (the rest, each turn labelled Customer or Support Agent).
  • A citation shows the ticket’s subject, with no link.

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Sync

Every 5 minutes. Sync Now on the source page runs one right away.

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Troubleshooting

  • No Zendesk account to pick. Only workspace owners and admins can see helpdesk connections.
  • Few tickets indexed. Only Solved tickets are read, not Closed ones. Check the Statuses and tag filters.
  • Ticket content in public answers. Visibility is set when a document is created, so changing New documents covers only tickets indexed from then on. For a clean split, keep tickets in an internal knowledge base.