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Zendesk Connector

SiftHub's Zendesk Connector integrates your Zendesk Help Center content into SiftHub, allowing you to search and get AI-generated answers from your support articles directly through the SiftHub Platform.

Jump to setup

 

Connection Options

SiftHub offers two ways to connect your Zendesk content:

1. Public Integration (Limited access):

  • No API key required
  • Access to public Zendesk articles only
  • Daily content synchronization
  • Quick setup process

2. API Integration (Full access):

  • Requires Zendesk API key
  • Access to both public and private articles
  • Near real-time content synchronization
  • Complete content coverage

 

What Gets Connected

SiftHub lets you:

  • Connect multiple Brands within your Zendesk account
  • Select specific Brands to include or exclude
  • Access published articles only (draft articles are not indexed)

With the Public Integration, SiftHub will only be able to read articles that are visible to 'Everyone'

With the API Integration, SiftHub will be able to read and index all public and private articles of the selected Brand.

 

Supported Content

SiftHub reads and indexes the following content from a connected published articles 

  • Article text with HTML formatting
  • Article metadata (creation date, modification date, authors)

 

How It Works

Once connected, SiftHub:

  • Indexes content from selected brands
  • Updates content:
    • Every 24 hours for Public Integration
    • Every 30 mins for API Integration
  • Makes the content searchable and available for AI-generated answers

 

Access Control

Article permissions are not enforced within SiftHub - all connected articles are accessible to all users in your SiftHub account.

 

Using Zendesk Content in SiftHub

Your connected Zendesk content appears in:

  • Search results with relevant snippets and metadata
  • AI-generated Answers and document Autofill as verified sources
  • Conversations and Narratives with SiftMate

 

Zendesk Connector Setup

Time to complete: 10 mins

 

SiftHub offers two ways to connect your Zendesk content:

Option 1: Public Integration

Option 2: API Integration

 

Option 1: Public Integration

Only publicly available published Zendesk articles will be indexed for search and answer generation.

 

Permissions Required: Ensure you have the following access and permissions before you begin the setup, or contact the respective administrator for the same.

  • SiftHub Admin or Account Owner role: To activate the Connector from the SiftHub Web App > Connectors > Apps page.

 

Step 1: Activate Zendesk connector on SiftHub platform

  1. Login to the SiftHub web app
  2. Go to the Connectors app list by clicking here
  3. Click on Connect in Connectors -> Apps -> Zendesk
  4. Click on Connect without API

Step 2: Add / Remove Brands

Brands can be added by directly entering the Zendesk Brand URL. 

(Brands are the different sites or subdomains you have set up across multiple products or guides - for example: Developer Guide, User Guide, etc. The Zendesk Brand URL is simply the homepage URL of the specific site)

Add Brand

  • Navigate to your organization's Zendesk home page in a web browser. 

  • Copy the url from address bar, paste it inside SiftHub, and click Add 

  • After adding the Zendesk URL, the brand will show under 'Brands Added'
  • Click 'Done'

  • To add additional brands, follow the same steps to identify and paste the unique Brand URLs.

 

Remove Brand

To disconnect a Zendesk Brand URL within the SiftHub platform:

  • Locate the connected Zendesk brand in the connections list
  • Find the delete (trash/bin) icon next to the brand's URL
  • Click on the Delete icon to disconnect
  • Click 'Done'

 

 

Option 2: API Integration

Permissions Required: Ensure you have the following access and permissions before you begin the setup, or contact the respective administrator for the same.

  • Zendesk Administrator access: to access the Admin center and configure API Integration
  • SiftHub Admin or Account Owner role: To activate the Connector from the SiftHub Web App > Connectors > Apps page.

 

Step 1: Create API Token

An API Token is required to set up access to public and private Zendesk articles for your organization. This token forms the basis for creating, enabling Zendesk integration.

Steps to create an API token are as follows

  1. If you are not logged in, you will be required to login using your work Zendesk account.
  2. Navigate to the Admin Center by clicking on the grid icon in the top right corner.

  1. In the left-side menu, locate the Apps & Integrations section and click on it.
  2. Under the Apps & Integrations area, you should see an option for APIs - Zendesk  API. Click on that to access the Zendesk API settings.

  1. In the Zendesk API section, locate the Token Access toggle and turn it on.

  1. Below the Token Access toggle, click on the Add API Token button.
  2. In the Description field, enter SiftHub Connector
  3. Copy the API token value and then Click on Save. You will need this token to authenticate your integration.

 

Step 2: Default Brand URL

 

Step 3: Activate Zendesk connector on SiftHub platform

  1. Login to the SiftHub web app
  2. Go to the Connectors app list by clicking here
  3. Click on Connect in Connectors -> Apps -> Zendesk
  4. Click on Connect with API
  5. Enter the API Token created in Step 1
  6. Enter the Default Brand URL identified in Step 2
  7. Enter the Admin email address for your Zendesk account, and click on Continue.

 

Step 4: Manage Brands

On successful authentication, follow the steps to manage brands

  1. You will be able to see the list of all brands in your Zendesk account.
  2. Select/De-select the brands that you want to connect with SiftHub.

 

 

If you are experiencing issues with the connector or its setup, contact your SiftHub Customer Success Manager or reach out to support@sifthub.io.