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

  • A Pro or Enterprise plan.
  • 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, pick Zendesk Help Center and click Continue. Enter a Display name, then the Subdomain.
2

Save

Click Next: Kelu tests the connection and shows the error if it fails. Then 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 Center, unless you use your Zendesk connectionSet 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, use one of these:
  • Your Zendesk connection. If Zendesk is connected under Integrations → Helpdesk automation, add the source as a workspace owner or admin, with the same subdomain. The form shows Connected to Zendesk, and the sync reads through that connection.
  • A token. Open the source’s Configuration tab, click Edit and paste a Zendesk OAuth access token into OAuth access token.
Connect to Zendesk on the add form needs a workspace owner or admin. After you approve in Zendesk, Kelu brings you to Integrations → Helpdesk automation, not back to the form. Open Add source again and enter the same subdomain. Connecting also adds a Zendesk integration under Helpdesk automation. It answers no tickets until you turn that on.

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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.