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Sync your Zendesk Help Center to power agent responses. Import articles by category or section, with preserved structure and automatic sync that captures new articles and edits.

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What you can do

  • Import Zendesk Help Center articles by category or section
  • Preserve original category and section organization
  • Auto-sync new articles, edits, and structural changes
  • Control which articles are available through archiving

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Setup

1

Select Zendesk as your source

When adding documents to a knowledge folder, select Zendesk from the available sources.
2

Provide credentials

Enter your Zendesk connection details:
  • Subdomain: Your Zendesk subdomain (the yourcompany portion of https://yourcompany.zendesk.com)
  • User email: The email address of a Zendesk user with Help Center access
  • API token: A Zendesk API token generated in the admin center
3

Select scope

Choose the categories or sections of your Help Center to import.
4

Import content

All articles within the selected scope are imported.
Learn more about managing knowledge folders

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How it works

To create a Zendesk API token:
  1. Sign in to Zendesk as an admin and open the Admin Center.
  2. Go to Apps and integrations → Zendesk API.
  3. Enable token access if it isn’t already on, then click Add API token.
  4. Copy the generated token and paste it into Ravenna alongside your user email and subdomain.
Keep your API token secure. Anyone with this token can access your Zendesk data.
When you connect a Zendesk Help Center:
  • Articles within the selected categories or sections are imported.
  • Article titles, body content, and labels are preserved.
  • Category and section organization is maintained in Ravenna.
Only published articles are imported. Drafts and archived articles in Zendesk are skipped.
Original Help Center structure is maintained:
  • Category and section relationships are preserved.
  • Article organization mirrors your Help Center.
  • Updates to article placement in Zendesk sync during auto-sync.

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Managing imported content

After import:
  • Remove unwanted articles from your knowledge folder.
  • Archive specific articles to exclude them from agent responses.
  • Removed or archived articles are automatically skipped during future syncs.
Learn more about managing documents

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Auto-sync

When auto-sync is enabled, Zendesk Help Center content stays up-to-date:
  • New articles published in the selected scope are automatically imported.
  • Article edits and updates sync to your knowledge base.
  • Unpublished or deleted articles are removed from your knowledge base.
  • Category and section changes are reflected in your knowledge folder.