Zendesk Knowledge

Connect Zendesk Help Center articles to Jimo AI Knowledge and train your project on published Guide content.

Overview

The Zendesk Knowledge integration connects Jimo AI Knowledge to your Zendesk Help Center. It lets you use published Zendesk Guide articles as training content for your project's AI Knowledge.

This integration is for Zendesk Knowledge and Guide content only. It does not connect Zendesk Support tickets.

Prerequisites

Before you start, make sure you have:

• A Zendesk account with Help Center or Guide enabled.

• Published articles in Zendesk that you want to use.

• A Zendesk user email allowed to use API access.

• Access to create or view API tokens in Zendesk Admin.

Never share API tokens in tickets, chat, or email. Treat them like passwords.

Enable the integration in Jimo

1. In Jimo, go to Settings → Integrations → Zendesk Knowledge.

2. Add the integration for the project.

3. Open the integration settings page.

4. Enter the required Zendesk credentials.

You only need to add this integration once per project.

Get Zendesk credentials

Find your Zendesk subdomain

1. Open your Zendesk URL in the browser.

2. Copy only the host prefix.

3. Do not include .zendesk.com.

Example:

• In the image bellow, the workspace url is https://jimosupport.zendesk.com, the subdomain is jimosupport.

Choose the Zendesk email

1. Use the email of the Zendesk account that will authenticate API calls.

2. This is usually an admin or agent account.

3. Follow your organization's access policy.

Example:

• [e-mail]

Create or copy the API token

1. In Zendesk, go to Admin → Apps and integrations → APIs → Zendesk API → API tokens.

2. If your Zendesk Admin uses different wording, use the equivalent path.

3. Create a new API token, or copy an existing one.

4. Store it securely.

Jimo stores the token securely after you save it. If a token is already saved, the field shows a masked placeholder. Enter a new token only when you need to rotate it.

Make sure to enable the use of API Token. Zendesk Admin should prompt you with a warning message if API Token aren't enabled in your Zendesk workspace.

Save and verify in Jimo

1. Enter the subdomain and email in Jimo.

2. Save those identity fields first.

3. Enter the API token if required.

4. Save again.

5. Select Test connection.

A successful test confirms Jimo can reach your Zendesk Help Center with those credentials. Run the test before training Knowledge content.

If the test fails, check these first:

• The subdomain format.

• The Zendesk user email.

• The API token value.

• The Zendesk user's admin or API permissions.

Using Zendesk content in Jimo AI Knowledge

1. In Jimo, go to AI Knowledge → Sources → Add source → Zendesk Knowledge.

2. If needed, enter a source name.

3. Keep the default name, or use a custom name such as Zendesk Knowledge.

4. Choose the article scope.

5. Select Train to create the source and start training.

Article scope options

All articles

Choose All articles to train on every published Help Center article.

Use this when the full help center should inform the AI.

Specific articles

Choose Specific articles to train on a subset of content.

Browse or search the article list. Then select one or more published articles and start training.

Use this when you want tighter scope.

If the integration is not fully configured, Jimo should direct you back to Settings → Integrations → Zendesk Knowledge. Complete the subdomain, email, and token setup first.

Operational notes

Rotate the API token

1. Generate or copy the new token in Zendesk.

2. Open the Zendesk Knowledge integration settings in Jimo.

3. Replace the saved token.

4. Save the change.

5. Run Test connection again.

Disconnect the integration

If your team removes Zendesk or stops using this connection, disconnect it from the integration settings in Jimo. After disconnecting, new access to Zendesk content stops until the integration is configured again.

Troubleshooting

• Wrong subdomain format. Enter only the prefix, not .zendesk.com.

• Invalid or expired API token.

• Zendesk user lacks permission to access Help Center content through the API.

• Credentials changed in Zendesk but were not updated in Jimo.