Zendesk
Connect your Zendesk Support instance to import help center articles, support tickets, and customer interactions into your Twig AI knowledge base.
Overview
Type
Dynamic
Refresh
Scheduled (Daily, Weekly, Monthly)
Tier
2 (Professional & Enterprise)
Authentication
API Token
Content Types
Help Center Articles, Tickets
When to Use Zendesk Connector
The Zendesk connector is ideal for:
Customer Support Knowledge - Help center articles and FAQs
Support Ticket Insights - Historical support conversations
Self-Service Automation - Deflect tickets with AI-powered answers
Agent Assistance - Help support agents find relevant information
Knowledge Base Migration - Import existing Zendesk content
What Gets Imported
Help Center Articles
Article title and body content
Article categories and sections
Article labels and metadata
Published articles only
Support Tickets (Optional)
Ticket subject and description
Ticket comments and responses
Ticket tags and custom fields
Resolution notes
Prerequisites
Before setting up the connector, ensure you have:
Zendesk Support account (Professional or Enterprise plan)
Admin access to Zendesk
API access enabled in Zendesk
Knowledge base with published articles
How to Set Up Zendesk Connector
Step 1: Gather Zendesk Information
You'll need:
Zendesk Subdomain - Your Zendesk URL prefix
Admin Email - Your Zendesk admin email address
API Token - Generated in Zendesk settings
Step 2: Generate Zendesk API Token
Log in to your Zendesk account as an admin
Click the Admin icon (gear) in the left sidebar
Navigate to Apps and integrations → APIs → Zendesk API
Click the Settings tab
Ensure Token Access is enabled
Click Add API Token under "Active API Tokens"
Enter a description: "Twig AI Integration"
Click Create
Copy the token immediately (it won't be shown again)
Click Save
Step 3: Find Your Zendesk Subdomain
Your Zendesk subdomain is the prefix in your Zendesk URL:
Example:
URL:
https://acme-corp.zendesk.comSubdomain:
acme-corp
Step 4: Configure in Twig AI
Log in to your Twig AI account
Click Data in the main navigation menu
Click Add Data Source or the + button
Choose Zendesk from the list of connectors
Step 5: Enter Connection Details
Fill in the following fields:
Name (required): Descriptive name for this connection
Example: "Zendesk Help Center", "Support Knowledge Base"
Description (optional): Additional context
Example: "Customer support articles and FAQs"
Zendesk Subdomain (required): Your subdomain (without .zendesk.com)
Example:
acme-corp
Admin Email (required): Your Zendesk admin email
Example:
[email protected]
API Token (required): The API token you generated
Example:
A1b2C3d4E5f6G7h8I9j0...
Step 6: Configure Parameters (JSON)
Optional advanced configuration:
Available Parameters:
importArticles
Boolean
Import help center articles
true
importTickets
Boolean
Import support tickets
false
ticketStatus
Array
Ticket statuses to import
["solved"]
articleLocale
String
Article language locale
"en-us"
lookBackDays
Number
Days of history to import
365
categories
Array
Specific category IDs to import
All
sections
Array
Specific section IDs to import
All
Step 7: Test Connection
Click Test Config or Test Connection
Twig will verify:
Subdomain is valid
API credentials are correct
API permissions are sufficient
Help center is accessible
Wait for "Connection Successful" message
Step 8: Set Refresh Schedule
Choose how often to sync:
Never - Manual sync only
Daily - Sync new/updated content daily
Weekly - Sync weekly (recommended for most)
Monthly - Sync monthly (for stable content)
Step 9: Add Tags (Optional)
Add organizational tags:
Examples: "zendesk", "support", "help-center", "customer-facing"
Step 10: Save and Sync
Click Save or Create
Initial sync begins automatically
Monitor progress in the data sources list
Check process logs for any errors
Configuration Examples
Example 1: Help Center Only
Example 2: Help Center + Recent Tickets
Example 3: Specific Categories
Best Practices
1. Start with Help Center Only
Begin by importing only published articles:
Add tickets later if needed after validating article imports.
2. Use Appropriate Refresh Frequency
Daily: If you publish new articles frequently
Weekly: For moderately active help centers (recommended)
Monthly: For stable, infrequently updated content
3. Filter by Category
Import only relevant categories:
To find category IDs:
Go to your Zendesk Guide admin
Click on a category
Look at the URL:
https://yourcompany.zendesk.com/hc/admin/categories/123456
4. Limit Ticket Import
If importing tickets:
Caution: Large ticket volumes can impact processing time and storage.
5. Multi-Language Support
For multi-language help centers, create separate data sources:
Understanding Sync Behavior
Initial Sync
Imports all published articles
Imports tickets based on
lookBackDaysMay take several minutes for large knowledge bases
Incremental Syncs
Imports only new/updated articles since last sync
Imports new tickets matching criteria
Faster than initial sync
What Gets Updated
Article content changes
Article title/metadata updates
New articles published
New tickets solved/closed
What Doesn't Get Synced
Deleted articles (remain in Twig until manually removed)
Unpublished articles
Draft articles
Archived tickets (unless specifically configured)
Security & Permissions
Required Zendesk Permissions
The API token must have access to:
Read articles in Guide
Read categories and sections
Read tickets (if importing tickets)
Read users (for ticket author information)
Recommended: Service Account
Create a dedicated Zendesk admin account:
Email:
[email protected]Role: Admin (for full API access)
Purpose: Twig AI Integration only
Benefits:
Easy to track API usage
Can be disabled without affecting other integrations
Clear audit trail
API Token Security
Store tokens securely (Twig encrypts them automatically)
Rotate tokens periodically (every 6-12 months)
Use descriptive token names
Revoke unused tokens
Monitor API usage in Zendesk
Monitoring & Maintenance
Check Sync Status
Regularly verify:
Last sync completed successfully
Record count matches expectations
No errors in process logs
New articles appearing in AI responses
Common Metrics
Articles Synced: Total help center articles
Tickets Synced: Total support tickets (if enabled)
Last Sync Date: When was the last successful sync
Sync Duration: Time taken for last sync
Error Count: Number of failed imports
Troubleshooting
Connection Failed
Problem: Test connection fails
Solutions:
Verify subdomain is correct (without .zendesk.com)
Check API token is copied correctly
Ensure email matches a Zendesk admin account
Verify API access is enabled in Zendesk
Check API token hasn't expired or been revoked
No Articles Imported
Problem: Sync completes but no articles appear
Solutions:
Verify help center has published articles
Check
articleLocalematches your contentEnsure categories aren't restricted by parameters
Look for errors in process logs
Verify API permissions include Guide access
Partial Sync
Problem: Some articles missing
Solutions:
Check if missing articles are published
Verify locale matches article language
Review category/section filters
Check for articles with special characters
Review Zendesk API rate limits
Sync Taking Too Long
Problem: Sync runs for extended period
Solutions:
Reduce
lookBackDaysfor ticket importsDisable ticket import if not needed
Filter by specific categories
Check Zendesk API response times
Consider splitting into multiple data sources
Outdated Content
Problem: Updates in Zendesk not appearing
Solutions:
Check last sync date
Verify refresh frequency is appropriate
Manually trigger refresh if needed
Review process logs for sync failures
Check API token is still valid
Advanced Configuration
Filtering by Labels
While not directly supported via parameters, you can:
Create separate categories in Zendesk for different topics
Import specific categories via parameters
Use tags in Twig to organize content
Excluding Specific Content
To exclude certain articles:
Unpublish them in Zendesk (they won't sync), or
Move them to a separate category
Don't include that category in import parameters
Multi-Brand Support
If you have multiple Zendesk brands:
Create separate data sources for each brand
Use different API tokens if needed
Name sources clearly: "Zendesk Brand A", "Zendesk Brand B"
Ticket Privacy
Important: Be cautious when importing tickets:
Tickets may contain sensitive customer information
Personal data (PII) should be handled carefully
Consider data retention policies
Review privacy compliance requirements
Recommendations:
Import only solved/closed tickets
Use short lookback periods
Filter by specific ticket tags
Create agents with restricted access to ticket data
Integration with AI Agents
Creating Zendesk-Specific Agents
Create an AI agent for customer support
Restrict data sources to Zendesk content
Configure tone for customer-facing responses
Add sample prompts from common questions
Deflecting Support Tickets
Use Zendesk content to:
Answer common questions before ticket creation
Suggest relevant articles in ticket forms
Provide instant answers in chat widgets
Reduce support volume
Agent Assistance
Help support agents by:
Providing instant article lookup
Suggesting responses from solved tickets
Finding relevant documentation quickly
Improving response consistency
Next Steps
After connecting Zendesk:
Test the knowledge with support questions
Identify gaps in help center coverage
Iterate on article content based on AI usage
Related Connectors
Slack - Import support channel discussions
Confluence - Internal knowledge base
Website - Public documentation sites
Files - Supplementary support documents
Support
For Zendesk-specific issues:
Check Zendesk API documentation: https://developer.zendesk.com/api-reference/
Review Zendesk API status: https://status.zendesk.com/
Contact Zendesk support for API access issues
For Twig integration issues:
Review process logs in Twig
Contact Twig support with error details
Share specific article or ticket IDs that failed to import
Last updated