--- title: Zendesk slug: q93b0086 canonical_url: https://docs.coveo.com/en/q93b0086/ collection: integrations source_format: adoc --- # Zendesk + + You can integrate Zendesk with Coveo to index Zendesk content and permissions and surface relevant results, recommendations, and case-deflection experiences for agents and customers. Access the [complete Coveo for Zendesk documentation](https://docs.coveo.com/en/3420.md) for detailed architecture, deployment, and component implementation guidance. ## About Zendesk [Zendesk](https://www.zendesk.com/) is a customer service platform for support content, tickets, and agent workflows. ## Why use Coveo with Zendesk? Help customers and agents find relevant support content faster while keeping Zendesk as the service workspace. * Search Zendesk content and external enterprise content from a unified [index](https://docs.coveo.com/en/204.md). * Improve self-service and [case deflection](https://docs.coveo.com/en/2911.md) with relevant recommendations. * Support agent workflows with Coveo-powered search that respects Zendesk content permissions. ## Recommended integration architecture The Coveo for Zendesk integration is installed in the Zendesk instance and connects it to the [Coveo Platform](https://docs.coveo.com/en/186.md). A Coveo Zendesk source retrieves selected Zendesk content and permissions and indexes them in Coveo. The integration surfaces the indexed content in Zendesk Support search pages, a Zendesk Guide search box and search page, and a Case Deflection component that query the Coveo Search API and send usage analytics to Coveo. The following diagram shows the recommended Zendesk integration components and their interactions. ![Zendesk integration diagram | Coveo](https://docs.coveo.com/en/assets/images/integrations/zendesk-integration-diagram.svg) | 1 | The Coveo Zendesk source retrieves content and permissions using the Zendesk API. | |---|---| | 2 | In Zendesk Support, the Coveo search pages query the Coveo Search API and send usage analytics to the Coveo Platform. | | 3 | On the Zendesk Guide Help Center home page, the Coveo search box queries the Coveo Search API and sends usage analytics to the Coveo Platform. | | 4 | On the Zendesk Guide Help Center search results page, the Coveo search page queries the Coveo Search API and sends usage analytics to the Coveo Platform. | | 5 | On the new support request page, the Coveo Case Deflection component queries the Coveo Search API and sends usage analytics to the Coveo Platform. | ## Prerequisites Before you start, make sure you have the following: * A Zendesk instance with access to the support content and users you want to [index](https://docs.coveo.com/en/204.md). * A [Coveo organization](https://docs.coveo.com/en/185.md) with the [privileges](https://docs.coveo.com/en/228.md) required to create and manage a [Zendesk source](https://docs.coveo.com/en/1880.md) and configure the Coveo for Zendesk integration. * A decision about which integration type to deploy: Zendesk Support, Zendesk Guide, or both. ## Integrate Zendesk and Coveo Follow these steps to install and configure the productized Coveo for Zendesk integration. ### Step 1: Create a Zendesk source Follow [Add a Zendesk source](https://docs.coveo.com/en/1880.md) to select the Zendesk content to [index](https://docs.coveo.com/en/204.md) and configure its content security. ### Step 2: Index your Zendesk content [Build the source](https://docs.coveo.com/en/2039.md), then use the [**Content Browser**](https://platform.cloud.coveo.com/admin/#/orgid/content/browser/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/content/browser/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/content/browser/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/content/browser/)) to verify the indexed items. ### Step 3: Create source mappings and fields Create the required [source mappings and fields](https://docs.coveo.com/en/1640.md) to index the metadata you want to use in search experiences. ### Step 4: Deploy the Coveo for Zendesk integration Follow [Deployment](https://docs.coveo.com/en/3447.md) to install the integration, then follow the procedure for your integration type: * Follow [Zendesk Support](https://docs.coveo.com/en/3451.md) to add the Ticket Sidebar and Top Toolbar components to the agent dashboard. * Follow [Zendesk Guide](https://docs.coveo.com/en/kcme0093.md) to add a Coveo search box and search page to the self-service Help Center. ### Step 5: Add a Case Deflection component Follow [Case Deflection component](https://docs.coveo.com/en/l54d0097.md) to display relevant content on a Zendesk request form and configure its query pipeline. ## Considerations * **Content and permission scope** Zendesk Support uses a JWT-based search token to enforce user permissions, while Zendesk Guide uses API key authentication that treats users as anonymous and returns only public content. Validate security filtering for each integration type before publishing results. * **Content freshness** By default, the Zendesk source refreshes every hour. You can [adjust this frequency](https://docs.coveo.com/en/1933.md) so that Coveo keeps up with your Zendesk content updates. * **Sensitive support content** Support tickets can contain sensitive customer information. Confirm that the source indexes only the intended content and permissions before publishing a search experience. ## What's next? * See [Tune relevance](https://docs.coveo.com/en/3371.md) to improve how search results are returned to Zendesk users. * See the [integration directory](https://docs.coveo.com/en/q7ki1127.md) for other Coveo integration opportunities.