Add or Edit a Zendesk Source

Members of the Administrators and Content Managers built-in groups can add the content of a Zendesk instance to a Coveo Cloud organization. In a Coveo-powered search interface, the source content is accessible to either everyone, the source creator only, or specific users as determined by source permissions (see Content Security). By default, a Zendesk source starts a refresh every hour to retrieve Zendesk item changes (addition, modification, or deletion) (see Edit a Source Schedule).

Source Features Summary

Features Supported Additional information
Zendesk version Latest cloud version Following available Zendesk releases
Searchable content types Organizations, users, groups, tickets, articles, article comments, and ticket and article attachments
Content update Refresh


Content security options Determined by source permissions  
Source creator  

Add or Edit a Zendesk Source

  1. If not already in the Add/Edit a Zendesk Source panel, access the panel:

    • To add a source:

      1. In the main menu, under Content, select Sources > Add source button > Zendesk.

      2. In the Sign in to Zendesk window that appears, enter your Zendesk subdomain, and then click Sign In.

      3. Enter the Email and Password of a Zendesk administrator account that has access to the desired content.

      4. Click Allow to allow Coveo to access your Zendesk content.


    • To edit a source, in the main menu, under Content, select Sources > source row > Edit in the Action bar.

  2. In the Add/Edit a Zendesk Source panel, in the Configuration tab, enter appropriate parameter values:

    • Source name

      A descriptive name for your source under 255 characters (not already in use for another source in this organization).


      You can’t change the source name once it’s created.

    • Character optical recognition (OCR)

      Check this box if you want Coveo Cloud to extract text from image files or PDF files containing images (see Enable Optical Character Recognition). OCR-extracted text is processed as item data, meaning that it’s fully searchable and will appear in the item Quick View (see Search Result Quick View).

      Since the OCR feature is available at an extra charge, you must first contact Coveo Sales to add this feature to your organization license. You can then enable it for your source.

    • Index

      When adding a source, if you have more than one logical (non-Elasticsearch) index in your organization, select the index in which the retrieved content will be stored (see Leverage Many Coveo Indexes). If your organization only has one index, this drop-down menu isn’t visible and you have no decision to make.

      • To add a source storing content in an index different than default, you need the View access level on the Logical Index domain (see Privilege Management and Logical Indexes Domain).

      • Once the source is added, you can’t switch to a different index.

  3. In the Content to Include section:

    1. Under Options, select the objects you want to make searchable.

    2. If you intend to select the Determined by source permissions content security option, under Permissions, specify who should have access to the content. This parameter is ignored when you choose a different option.

  4. In the Content Security tab, select who will be able to access the source items through a Coveo-powered search interface. For details on this parameter, see Content Security.

  5. In the Access tab, determine whether each group and API key can view or edit the source configuration (see Understanding Resource Access):

    1. In the Access Level column, select View or Edit for each available group.

    2. On the left-hand side of the tab, if available, click Groups or API Keys to switch lists.

    If you remove the Edit access level from all the groups of which you’re a member, you won’t be able to edit the source again after saving. Only administrators and members of other groups that have Edit access on this resource will be able to do so. To still be able to edit this resource, you must grant the Edit access level to at least one of your groups.

  6. Optionally, consider editing or adding mappings between Zendesk item metadata and fields in your Coveo Cloud organization (see Adding and Managing Source Mappings).

    You can only manage mapping rules once you build the source (see Refresh, Rescan, or Rebuild Sources).

  7. Complete your source addition or edition:

    • Click Add Source/Save when you want to save your source configuration changes without starting a build/rebuild, such as when you know you want to do other changes soon.

      On the Sources page, you must click Start initial build or Start required rebuild in the source Status column to add the source content or make your changes effective, respectively.


    • Click Add and Build Source/Save and Rebuild Source when you’re done editing the source and want to make changes effective.

      Back on the Sources page, you can review the progress of your Zendesk source addition or modification (see Adding and Managing Sources).

    Once the source is built or rebuilt, you can review its content in the Content Browser (see Inspect Items With the Content Browser).

What’s Next?

Review the default update schedule and optionally change it so that it better fits your needs (see Edit a Source Schedule). By default, your content is refreshed every hour.

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