Configuring Zendesk as an organizational data source

Configuring Zendesk as a data source for ZoomMate provides a streamlined way for your organization to manage knowledge from your Zendesk instance while respecting existing content access settings. By connecting Zendesk, users can enhance their ZoomMate experience by providing it with access to their support articles and documentation.

Learn more about configuring third-party data sources in AI Studio.

Requirements for configuring Zendesk as an organizational data source

• Account owner or admin privileges
• Show conversational AI Companion enabled
• An active Zendesk account with API access enabled
• Relevant permissions in Zendesk to access Knowledge Articles

How to connect Zendesk as a data source

1. Sign in to the Zoom web portal.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration.
4. Click AI Studio, then Integrations.
5. Locate the Zendesk card and click + Connect.
   The Add integration details window will appear.
6. Under Connection settings, enter the following: 
   • Name: Enter a display name for the integration.
   • Subdomain: Enter your Zendesk instance subdomain.
7. Click Connect to authorize the integration.

If your Zendesk account has multiple brands, each brand has its own subdomain and must be connected separately. When connecting to a non-default brand, ensure you are signed in to that brand's subdomain (e.g., yourbrand.zendesk.com) before initiating the connection.

How to configure Sync settings

Once connected, you can manage how data is pulled from Zendesk into the platform. You can define specific rules to control which content is indexed.

1. On the Zendesk Data Source page, navigate to Sync settings.
2. Next to Inclusion rules, click the dropdown arrow.
3. Under Articles, click the dropdown arrow and select the desired categories to sync.
   Note: If set to All articles (set by default), all accessible content will sync.
4. Next to Exclusion rules, click the dropdown arrow.
5. Under Articles, click the dropdown arrow and select the desired categories you do not want to sync.
   Note: Exclusion rules take priority over inclusion rules.
6. Click Save to apply your rules.

• If no inclusion rules are set, all accessible content will sync by default.
• Currently, only published content is synced; draft and archived content are excluded by default.

How to configure Content access and Account mapping

Through account mapping, Zoom user accounts will be matched with corresponding user accounts in Zendesk. This enables ZoomMate to retrieve only content that the specific user has permission to view in Zendesk.

1. Under the Content access section, locate Account mapping.
2. Click Set up mapping.
3. Review the mapping configuration, then click Save.
   The Progress indicator will display the status of linked accounts (e.g., Progress (47/2596)).

Important notes about mapping

• Processing Time: Account mapping can take a long time, depending on the number of users; please remain on the page or check back later until the process completes.
• Partial Mapping: Not all accounts will necessarily be mapped. If a Zoom user does not have a corresponding identity or access to the specific app in Zendesk, they will not be included in the mapping.
• Security of Knowledge: Zoom uses these mapped identities to access content on behalf of the user, strictly adhering to Zendesk's existing permission structures.

How to monitor sync status

The Zendesk integration provides real-time visibility into the health of your data connection. The Status card displays:

• Status: Shows the current state of the sync (e.g., Completed, In Progress, or Failed).
• Synced items: The total count of items successfully imported from Zendesk.
• Anomalous items: A count of items that failed to sync due to errors or formatting issues.
• Last updated: A timestamp showing exactly when the last data refresh occurred.

How to disconnect Zendesk as a data source

To remove the integration from your Zoom account:

1. Sign in to the Zoom web portal.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration.
4. Click AI Studio, then Integrations.
5. Under the Connected section, locate the Zendesk card, and click the ellipsis icon to the right of the Zendesk application.
6. Click Delete.
7. Click Delete to confirm.

Disconnecting the integration will remove Zoom's access to your content and stop all data synchronization. This action cannot be undone, but you can reconnect the integration at any time.

Data security

The Zendesk Data Source integration is designed with security as a priority:

• Respects Permissions: The integration honors Zendesk’s internal content access settings. The AI will only leverage data that it has been granted permission to access.
• Secure Data Handling: Data is handled according to enterprise-grade security standards to protect your proprietary information while enhancing ZoomMate's knowledge context.