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Knowledge

Zendesk knowledge base

Path: Agent Studio → Knowledge → Sources → + Add Source → Help Center → Zendesk

The Zendesk connector syncs your Zendesk Guide help center articles into the agent’s Knowledge over Zendesk’s API, with no crawling. You authorize it with OAuth: Foldspace redirects you to Zendesk to sign in and approve read-only access to your help center, so there’s no API token to copy or store. You can revoke that access at any time from Zendesk. Because it signs in rather than crawls, it supports gated knowledge bases, which are commonly kept behind a customer login.

This is the Zendesk knowledge connection. It’s separate from the Zendesk support handoff, which lives in Integrations. See Zendesk.

Before you start

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  • A Zendesk account with Guide enabled and published articles.
  • Permission to approve an OAuth authorization for your Zendesk instance, or someone who can approve it while you set the source up.

Connect

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From the knowledge article list, click + Add Source, choose Help Center, then pick Zendesk. The connector opens a three-step wizard: Connect → Sections → Details. The Current configuration panel on the right tracks your choices as you go.

1. Connect

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Enter your Zendesk subdomain, the acme in acme.zendesk.com. This is the account you sign in on. Then, if you run more than one brand:

  • Sync a specific brand’s help center (optional). If your Zendesk hosts several brands, turn this on and name that brand’s subdomain in the Brand Subdomain field. You sign in on the account subdomain, but the articles live on the brand’s, so this points the sync at the right help center and only that brand’s articles sync into this source. Leave it off if you run a single brand.

    For example, you might sign in on the account acme (acme.zendesk.com) but sync the help center for a brand hosted at acme-eu.zendesk.com by entering acme-eu as the brand subdomain. The Current configuration panel then shows Zendesk Account acme.zendesk.com and Help Center acme-eu.zendesk.com, so you can confirm the split before continuing.

When you continue, Foldspace sends you to Zendesk to sign in and approve read access to your help center. Foldspace only requests read access to your help center articles, and you can revoke it at any time from Zendesk.

2. Sections

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After authorizing, choose which help center sections to bring in. Sections are grouped by their Zendesk category, and everything starts selected, so uncheck whatever you don’t want to sync rather than building the list up. Use the search box to find a section by name, or Unselect All to start from an empty list. The Selected sections count, and the Sections total in the configuration panel, updates as you go.

Narrow the selection to the sections relevant to your agent so it doesn’t retrieve from content it shouldn’t surface. Published articles sync, including those gated behind a customer login; drafts and unpublished articles stay out.

3. Details

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Set the remaining source details, including a unique source name so you can tell this connector apart from others in the source list, and whether to enable weekly auto-resync to keep articles current. Finish to start the first sync.

After connecting

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The source appears in the left sidebar under Websites / Help centers, and its articles populate the main article list with their Synced date. Confirm the expected articles pulled in before you rely on the agent to answer from them. See Validating & improving.

To refresh manually at any time, re-sync the source from its row. With weekly auto-resync enabled, edits your support team makes in Zendesk Guide flow in automatically once a week. To disconnect, revoke Foldspace’s access from your Zendesk admin settings.

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