Setting up Zendesk Guide and Zendesk Tickets as a Source

Integrating Zendesk as a Source in Guru allows teams to leverage the customer support tickets, help center articles, and interaction histories managed in Zendesk to generate real-time, AI-driven Answers in Guru.

👥
Access Required
Guru Access: You need to be an Admin, Source Creator, or relevant custom role to set up Sources
Zendesk Access: You'll need your Zendesk subdomain and Zendesk API token.

Setting Up Zendesk Guide as a Source

Navigate to Manage > Sources.
Select Zendesk Guide from the icon menu.
Select Configure Integration.
1. Optional: Rename the Source
Click Next.
In the Authorize URL box, replace <YOUR-ZENDESK-SUBDOMAIN> with your Zendesk subdomain.
In the Token URL box, replace <YOUR-ZENDESK-SUBDOMAIN> with your Zendesk subdomain.
Click Connect.
Select the Brand from the dropdown.
Select which languages (locales) you want to bring in.
Click Finish.
Select which Groups you'd like to have access for this Source.
Click Submit.

Objects Synced from Zendesk Guide

This Source will bring in articles from your designated Zendesk Guide. This can include public and private/internal articles, as it will sync according to the authenticating user's access.

Setting Up Zendesk Tickets as a Source

👥
Access Required
Guru Access: You need to be an Admin in Guru to set up sources.
Zendesk Access: You will need your Zendesk subdomain, Zendesk Admin credentials or a Zendesk API key. We recommend connecting using your Zendesk credentials.
To find your Zendesk API Key:

Within Zendesk, click the Grid icon next to your profile avatar and then select Admin Center from the prompted dropdown menu.

From here, expand the Apps and integrations dropdown in the left menu and select Zendesk API.

Make sure that token access is enabled, and click Add API token.

Copy the API key and then click Save.

Navigate to Manage > Sources.
Select Zendesk Guide from the icon menu.
Click Authorize Access.
Choose Use your Zendesk credentials (recommended).
You will see a list of fields that will be synched. Click Continue.
Enter your Zendesk subdomain and click Submit.
Authenticate with your Zendesk credentials.
Click Continue when prompted in Guru.
Select which Groups you'd like to have access for this Source.
Click Submit.

Objects Synced from Zendesk Tickets

Primary objects are the objects used to generate the search record.

Zendesk Category	Common Model / What You'll See During Setup	Objects/Data Brought In	Key Fields
Tickets	Primary Object: Ticket	Support tickets and requests	• Name • Description • Status • Priority • Due date • Creator • Assignees • Assigned teams • Collections • Parent ticket • Account • Contact • Ticket type • Ticket URL • Tags • Completed at • Remote created at • Remote updated at • Remote ID • Remote data • Attachments
Tickets	Comment	Comments on tickets	• Body • HTML body • User • Ticket • Contact • Remote created at • Remote ID • Remote data
Organizations	Account	Customer organizations/companies	• Name • Domains • Details • Notes • Shared tickets • Shared comments • Tags • Remote ID • Remote data
Users	User	Support agents and end users	• Name • Email address • Avatar • Is active • Teams • Role • Organization ID • Phone • Locale • Tags • Remote ID • Remote data
Groups	Team	Agent groups and teams	• Name • Description • Remote ID • Remote data
Ticket Attributes	Tag	Labels and tags on tickets	• Name • Remote ID • Remote data
Tickets	Attachment	File attachments on tickets	• File name • File URL • Ticket • Uploaded by • Content type • Size • Remote created at • Remote ID • Remote data

Permissions

When you connect Zendesk Guide or Zendesk Tickets as a source in Guru, you'll permission that content in Guru. Learn more here.
If someone is not provided with access in Guru to this source, they will not see Zendesk Guide or Zendesk Tickets results in searches or when chatting with Guru.

Updated 4 months ago

Did this page help you?