> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Knowledge

> Sync Zendesk Help Center articles into Ravenna knowledge folders, preserving category and section structure with auto-detection of new edits.

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.

## What you can do

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

## Setup

<Steps>
  <Step title="Select Zendesk as your source">
    When adding documents to a knowledge folder, select **Zendesk** from the available sources.
  </Step>

  <Step title="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
  </Step>

  <Step title="Select scope">
    Choose the categories or sections of your Help Center to import.
  </Step>

  <Step title="Import content">
    All articles within the selected scope are imported.
  </Step>
</Steps>

<Callout icon="link" color="#6B7280">Learn more about [managing knowledge folders](/documentation/automate/knowledge/overview)</Callout>

## How it works

<AccordionGroup>
  <Accordion title="Generating an API token" icon="key">
    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.

    <Warning>Keep your API token secure. Anyone with this token can access your Zendesk data.</Warning>
  </Accordion>

  <Accordion title="What gets imported" icon="package">
    When you connect a Zendesk Help Center:

    * Articles within the selected categories or sections are imported.
    * Article titles and body content are imported as plain text.
    * Category and section organization is maintained in Ravenna.

    <Note>Only published articles are imported. Drafts are skipped.</Note>
  </Accordion>

  <Accordion title="Hierarchy preservation" icon="folder-tree">
    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.
  </Accordion>
</AccordionGroup>

## Managing imported content

After import:

* Archive specific articles to exclude them from agent responses.
* Archived articles are skipped during future syncs.

<Callout icon="link" color="#6B7280">Learn more about [managing documents](/documentation/automate/knowledge/overview#managing-documents)</Callout>

## 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.
* Articles deleted or unpublished from Zendesk are marked unavailable and excluded from agent responses.
* Section changes are reflected in your knowledge folder.