Zendesk Help Center

The Zendesk Help Center integration allows you to ingest articles from your Zendesk help center into Kapa. This integration enables you to leverage your existing knowledge base content to power your AI assistant, ensuring consistent information across support channels.

The integration allows you to pull both public and private articles, giving you flexibility in what knowledge you make available through Kapa.

Prerequisites

• A Zendesk Help Center instance
• For private articles: Admin credentials (email and API token)
• Knowledge of your Help Center's structure (categories and sections)

Data ingested

When you connect Kapa to Zendesk Help Center, the following data is ingested:

• Article URLs
• Article titles and full content
• Creation and last updated dates

Setup

Step 1: Prepare your Zendesk credentials

1. Identify your Zendesk Help Center URL

For including private articles, also:

1. Obtain an Admin Email and API Token (see Zendesk Support Tickets for detailed instructions)
2. Keep these credentials ready for configuration

Step 2: Configure the Kapa platform

1. Go to the Sources tab in the Kapa platform
2. Click Add new source
3. Select Zendesk Help Center as the source type
4. Enter your Zendesk Help Center URL
5. If including private articles, provide the Admin Email and API Token
6. Configure filtering options to select which content to include
7. Click Save to begin the ingestion process

Configuration options

The following configuration options are available for the Zendesk Help Center integration:

Option	Description	Default	Required
Help Center URL	The URL of your Zendesk Help Center	None	Yes
Admin Email	Email address of an admin user (for private articles)	None	For private articles
API Token	Zendesk API authentication token (for private articles)	None	For private articles
Categories	Specific categories to include	All categories	No
Sections	Specific sections to include	All sections	No
Keywords	Filter out articles containing specific keywords	None	No
Include private articles	Whether to include private (internal) articles	Disabled	No

Best practices

• Start with core content: Begin by ingesting your most frequently referenced help articles
• Use categorical filtering: Target specific categories or sections for more focused assistance
• Consider article freshness: Recently updated articles typically contain more accurate information
• Include troubleshooting content: FAQs and troubleshooting guides often provide the most value for AI assistance

Troubleshooting

• Authentication errors: Verify your Admin Email and API Token are correct
• Missing private articles: Ensure the admin account has access to the private articles
• Content filtering issues: Check that your category and section selections match your Help Center structure
• Keyword filtering: Test keyword filters to ensure they're not excluding important content