Add or Edit a Zendesk Source

Add or Edit a Zendesk Source

1. If not already in the Add/Edit a Zendesk Source panel, go to 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.

     OR

   • 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).

     CompanyName-Zendesk

     You cannot change the source name once it is created.

   • Character optical recognition (OCR)

     Check this box if you want Coveo Cloud to extract text from image files and/or PDF files containing images (see Enable Optical Character Recognition). OCR-extracted text is processed as item data, meaning that it is 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 Multiple Coveo Indexes). If your organization only has one index, this drop-down menu is not 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 cannot switch to a different index.

   • Content security

     Select who can search the Zendesk content (see Content Security). Your options are:

     • Shared: Everyone will be able to find the source content in the search interface.

     • Secured: Only users authenticated in the search interface will see the source items for which they have read permission.

     • Private: Only the source creator will be able to find the source content in the search interface. They must however authenticate to the search interface with the identity with which they created the source.

3. In the Content to Include section:

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

   2. If you chose to create a secured source, under Permissions, specify who should have access to the content (see Source Security). This parameter is ignored when your source is shared or private.

4. 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 are a member, you will not 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 keep your ability to edit this resource, you must grant the Edit access level to at least one of your groups.

5. 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).

6. 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.

     OR

   • Click Add and Build Source/Save and Rebuild Source when you are 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).