> ## Documentation Index
> Fetch the complete documentation index at: https://ago.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# 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., `ago-integration@yourcompany.com`)
>
> 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

## What Gets Imported

The connector preserves the Zendesk hierarchy:

```mermaid theme={null}
flowchart TD
    A[Category] --> B[Section]
    A --> C[Section]
    B --> D[Article]
    B --> E[Article]
    C --> F[Article]
```

* **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

<AccordionGroup>
  <Accordion title="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
  </Accordion>

  <Accordion title="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
  </Accordion>

  <Accordion title="Attachment download failures">
    * Check network connectivity to Zendesk
    * Verify attachment storage configuration in AGO

    ***
  </Accordion>
</AccordionGroup>

## Related

* [Knowledge Connectors](./knowledge-connectors) — All available connectors
* [Zendesk Ticketing Integration](./zendesk-ticketing-integration) — Zendesk ticketing connector
* [Knowledge Source Management](../features/knowledge-source-management) — Managing sources