Index the published articles in your Zendesk Help Center. Each article becomes one document, and its citation links back to the article. For solved tickets, see Zendesk Tickets. To answer incoming tickets, see Helpdesk Automation.

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Before you start

  • Your Zendesk subdomain: acme for acme.zendesk.com.
  • A public Help Center needs nothing else.

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Set up

1

Add the source

In the knowledge base, open Sources → Add source → Zendesk Help Center and enter the Subdomain. The source is named Zendesk Help Center - acme; rename it if you like.
2

Save

Click Add source. The first sync starts right away.
3

Check the result

Open the Documents tab, then ask a question in Playground and check that the citation opens the article.

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Options

FieldRequiredNotes
SubdomainYesacme for acme.zendesk.com
Help Center URLNoLeave it blank. Kelu reads the Help Center through the subdomain, and each citation uses the article’s own address
OAuth access tokenFor a private Help CenterSet it on the source’s Configuration tab. See below

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Private Help Centers

Without a credential, Kelu reads what an anonymous visitor can see. To index articles behind sign-in or a user segment, open the source’s Configuration tab, click Edit and paste a Zendesk OAuth access token into OAuth access token.
The Connect to Zendesk button on the Add source form does not give the sync access to a private Help Center yet. Use the token field.

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What gets indexed

  • Published articles in the en-us locale. Other locales are not read.
  • Drafts are skipped.
  • Each article: its title and body, as one document at the article’s URL.

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Sync

Every 10 minutes. Sync Now on the source page runs one right away.

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Troubleshooting

  • Articles missing. Only published en-us articles are read. Check the article is published in that locale.
  • this help centre is not public. The Help Center refused an anonymous read. Add an OAuth access token on the Configuration tab.