Zendesk Help Center

Import knowledge base content from Zendesk Help Center

Import categories, sections, and articles from Zendesk Help Center into AGO. The connector preserves the hierarchical structure and converts HTML content to Markdown.

Feature	Details
Authentication	API Token (tied to a Zendesk user)
Content type	Help Center articles
Multi-language	Yes (import translations by locale)
Hierarchy	Yes (categories > sections > articles)
Attachments	Yes

Prerequisites

1. A Zendesk Help Center with content to import
2. An API token generated by a user with read access to Help Center content
3. The email address of the user who created the token

Important: API Token is Tied to a Zendesk User

Zendesk API tokens are linked to the user who created them. There is no native “service account” in Zendesk.

• Recommended: Use an Admin user for reliable access
• Best Practice: Create a dedicated user for integrations (e.g., [e-mail])

If the user is deactivated or loses permissions, the API token will stop working.

Generating a Zendesk API Token

1. Go to Zendesk Admin Center > Apps and integrations > APIs > Zendesk API
2. Click the Settings tab
3. Enable Token Access
4. Click Add API token
5. Copy the generated token (you won’t be able to see it again)

Setup Steps

1. Navigate to Knowledge > Sources > Create
2. Select Zendesk as the connector type
3. Enter your Zendesk subdomain (e.g., support-company)
4. Enter the email of the API token owner
5. Enter your API token
6. Configure the settings below as needed
7. Save and run a manual sync

Configuration

Setting	Required	Default	Description
Subdomain	Yes	—	Your Zendesk subdomain (e.g., support-company)
Email	Yes	—	Email address of the API user
Locale	No	fr	Primary language locale (e.g., en-us, fr, de)
Additional locales	No	—	Extra locales to import translations for (e.g., en, fr, de)
Default locale	No	—	The primary locale — translations in this locale become the main document content
Import categories	No	Yes	Whether to import category-level documents
Import sections	No	Yes	Whether to import section-level documents
Import articles	No	Yes	Whether to import article documents
Category filter	No	All	List of category IDs to import (empty imports all)
Section filter	No	All	List of section IDs to import (empty imports all)
Label filter	No	All	List of label names to filter articles by

Label Filtering

When a label filter is set:

• Articles without labels are always imported
• Articles with labels are imported only if at least one label matches the filter

Example with filter ["public", "faq"]:

• Article with no labels — imported
• Article with labels ["public"] — imported
• Article with labels ["faq", "internal"] — imported
• Article with labels ["internal", "draft"] — not imported

Turn Labels Into Text The Assistant Can Read

Help Centers often use an article label to draw a badge: which plan a feature needs, “beta”, “deprecated”, which region or role it applies to. That badge is an image rendered by the theme, so the assistant never sees it — it can walk a customer through a feature without ever mentioning the condition attached to it.

The connector can turn any label into a sentence added at the top of the article. There is no form field for it yet: open your source, switch the configuration panel to Advanced (JSON), and add a label_sentences entry next to the other settings.

{
  "banner_pro+": "Plan availability: available on the Pro plan and above. Not included in Free or Starter.",
  "beta": "This feature is in beta and may change."
}

• One entry per label, one sentence each. Write it in the language your knowledge base is mainly written in — the sentence is read by the assistant, which answers in whatever language the customer writes in, so it does not need to be translated.
• Write the sentence as the condition it stands for, including what it excludes. The assistant does not infer that a Business feature is unavailable on Starter from a list of included plans.
• Articles whose label is not in the mapping get no sentence, and an article with no label makes no claim at all — the absence of a badge is never read as “this applies to everyone”.
• Labels belong to the article, not to its translations, so the same sentence is added to every language you import.
• The sentence is regenerated at every sync, so re-labelling an article in Zendesk is enough to update it. Nothing to maintain on the AGO side.
• Switching the panel back to the form keeps the entry: settings the form does not show are carried over when you save.

What Gets Imported

The connector preserves the Zendesk hierarchy:

• Categories: Top-level organizational units
• Sections: Sub-categories within each category
• Articles: Individual knowledge base articles with content converted from HTML to Markdown
• Attachments: Article attachments are downloaded and stored

Best Practices

• Use category or section filters for large Help Centers to import only relevant content
• Schedule regular syncs to capture content changes
• Create a dedicated Zendesk user for the integration to avoid disruption if a personal account is deactivated

Troubleshooting

Authentication failed

• Verify the API token is correct and not expired
• Ensure the email address matches the token owner
• Check that API access is enabled in Zendesk Admin Center

Missing content

• Verify the user has read permissions for Help Center content
• Check that content exists in the specified locale
• Review category/section/label filters — they may be excluding content

Attachment download failures

• Check network connectivity to Zendesk
• Verify attachment storage configuration in AGO

---

Related

• Knowledge Connectors — All available connectors
• Zendesk Ticketing Integration — Zendesk ticketing connector
• Knowledge Source Management — Managing sources