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 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).

Source Key Characteristics

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 operations Refresh

Takes place every hour by default.

Rescan  
Rebuild  
Content security options Determined by source permissions  
Source creator  
Everyone  

Add or Edit a Zendesk Source

Follow the instructions below when adding or editing a Zendesk source.

“Sign in to Zendesk” Window

When adding the source, you must first authenticate with Zendesk in the Sign in to Zendesk window to allow Coveo Cloud to access your content.

  1. Enter your Zendesk subdomain, and then click Sign In.

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

  3. Click Allow.

“Configuration” Tab

In the Add/Edit a Zendesk Source panel, the Configuration tab is selected by default. It contains your source general information, as well as other parameters.

General Information

Source Name

Enter a name for your source.

Use a short and descriptive name, using letters, numbers, hyphens (-), and underscores (_). Avoid spaces and other special characters.

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. OCR-extracted text is processed as item data, meaning that it’s fully searchable and will appear in the item Quick View. See Enable Optical Character Recognition for details on this feature.

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 Manage Privileges and Logical Indexes Domain).

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

“Content to Include” Section

Options

Select the objects you want to make searchable. If you select Tickets, additional options appear:

  • Select Archived tickets and/or Deleted tickets if you want them to be indexed.

  • Under Filter by, select or enter the desired Organization or Tag if you want to index a subset of tickets.

Zendesk Locale

By default, Coveo Cloud indexes items in American English (en-us). If you want to index items in a different language, under Zendesk locale, enter the supported locale corresponding to this language.

You enter de to index your content in German.

The Zendesk source only supports one locale per source. Therefore, if you want to index content in two languages, you must create two sources.

Permissions

If you intend to select the Determined by source permissions option in the Content Security section, in the Permissions tab, specify who should have access to the content. This parameter is ignored when you choose a different option.

“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.

“Access Tab”

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

Completion

  1. Finish adding or editing your source:

    • 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 Source/Save.

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

      OR

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

      Back on the Sources page, you can review the progress of your source addition or modification.

    Once the source is built or rebuilt, you can review its content in the Content Browser.

  2. Optionally, consider editing or adding mappings.

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

What’s Next?

Adapt the source update schedule to your needs.

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