Coveo for Zendesk Architecture
The Coveo™ for Zendesk integration connects your Coveo organization to your Zendesk instance. This integration enhances the Zendesk user experience through AI-driven recommendations brought directly to the user through relevant and personalized search results.
By accessing current and historical data, Coveo gathers pertinent information relating to Zendesk tickets, articles, and more. The collected information unifies knowledge and data, and provides relevant recommendations that help agents and end users answer customer requests.
Coveo for Zendesk offers two types of integrations: an agent integration for Zendesk Support and a self-service integration for Zendesk Guide. Both options offer an AI-powered search experience which provides users with content relevant to their queries and context.
The Coveo for Zendesk integration is installed within your Zendesk organization and connects to your Coveo index, Coveo Search API , Coveo Machine Learning (Coveo ML) and your usage analytics data. The integrations for Zendesk Support and Zendesk Guide work similarly, with the primary difference being that Guide is a self-service customizable portal, and therefore elements of the guide are replaced with Coveo components (see Integration for Zendesk Guide).
The following diagram illustrates the integration architecture.
Coveo generates a search token based on the information retrieved from the Zendesk JWT token. For more information, see Search Token.
Indexing Zendesk Content
When you integrate Coveo to your Zendesk instance, your Zendesk content is retrieved periodically using the Zendesk connector and stored in your Coveo organization index. The indexed items can include tickets, users permissions, articles, and Learn more.
A query performed within the Coveo for Zendesk search interface is sent to the Coveo Search API. It is then forwarded through the query pipeline and then sent to the index to retrieve relevent results from your Zendesk content. The results are sorted in order of relevance by Coveo ML, after which they are returned to the Coveo for Zendesk search interface.
The query recommendations become more relevant over time. With repeated use, your usage analytics data is compiled and assessed by Coveo ML to identify trends and patterns. Coveo ML then builds a model around your data and recommends the best results for a given query and user.