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Zendesk integration

Configuring the Zendesk integration for content

  1. Go to Integrations. Click “Add” on the Zendesk card.

    Zendesk integration card

  2. Enter your domain. Your domain should follow the pattern

    Zendesk domain input

  3. Optionally, adjust the settings. For more details on settings, read the section below.

  4. Click “Connect”. Your docs will start to sync. Once synced, you can click on the card to see the imported docs.

    Zendesk import success

Automatic syncs

If on a Growth or Enterprise plan, you can set up your content to sync automatically — either daily or weekly.

Zendesk help docs integration settings

  1. Sync frequency: The frequency of syncs. Note: automatic syncs are only available on Growth and Enterprise tiers.

    1. Manual — synced manually
    2. Weekly — automatically synced weekly
    3. Daily — automatically synced daily
  2. Default visibility: If set to "Live", your help docs will immediately be searchable in Spotlight.

    Integration settings

Configuring the Zendesk chat integration handoff in Copilot

  1. From Copilot settings, expand the “Chat” section.

  2. For the CTA, use “Open chat” → Zendesk.

    Zendesk open chat CTA

  3. When Copilot can’t find an answer to your user’s query, they’ll have the option to use your fallback CTA.

    Copilot fallback CTA

Configuring the Zendesk chat integration handoff in HelpHub

  1. From HelpHub settings, expand the “Additional Resources” section

  2. Add your Support CTA (e.g., “Chat with support”) and set up the button click to “Open Chat” → Zendesk.

    Zendesk support CTA

  3. Your HelpHub will display your support CTA at the bottom.

    HelpHub support CTA

Using Zendesk tags

Read here for an overview of Zendesk tags.

We automatically import your Zendesk tags. You can use these in HelpHub so that the user only sees a subset of your docs.

When would this make sense? Let’s say you have 3 products (A, B, and C) that are all included in your documentation and tagged accordingly. Your user has access to products A and B. You might want to only show docs to that user for products A and B, but not for product C.

You can use the SDK method setHelpHubFilter to implement this.

window.CommandBar.setHelpHubFilter({labels: ['Product_A', 'Product_B']})

Note: Zendesk tags can only be updated in Zendesk, not in CommandBar.