Add/Edit a Zendesk Source

When you have the required privileges, you can add the content of your Zendesk instance to your Coveo organization. The source can be shared, secured, or private (see Source Permission Types).

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

 
Rescan  
Rebuild  
Permission types Secured  
Private  
Shared  

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.

    • Security

      Select who can search the Zendesk content (see Source Permission Types):

      • Shared - Everyone

        OR

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

        OR

      • Private - Only you, the source creator.

    Content to Include Section

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

    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.

  3. In the Configuration Access tab, determine whether each group and API key can view or edit the source configuration. In the Access Level column, select View or Edit for each available group. On the left-hand side of the tab, if available, click Groups or API Keys to switch lists.

    You can select an access level for the groups you are allowed to edit only (see Privileges and Groups Privilege). Groups that you are not allowed to edit are grayed out.

    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.

  4. Optionally, consider editing or adding mappings between Zendesk item metadata and fields in your Coveo Cloud organization (see Edit the Mappings of a Source: [SourceName]).

    You can only manage mapping rules once you build the source (see Add/Edit a Source - Panel).

  5. Finish adding/editing your source:

    • 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.

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

      Back in the Coveo Cloud administration console Sources page, you can review the progress of your Zendesk source addition or modification (see Sources - Page).

  6. Optionally, review the source refresh schedule.

    By default, your Zendesk source is refreshed every 15 minutes to quickly make your Zendesk content changes searchable (additions, modifications, or deletions). When your Zendesk account content does not change frequently, consider increasing the refresh time interval (such as every hour or every day) to optimize resource consumption (see Edit a Source Schedule: [SourceName] - Panel).

What’s Next?

Once the source is built or rebuilt, you can review its content in the content browser (see Content Browser - Page).