Knowledge

Sync Zendesk Help Center articles into Ravenna knowledge folders, preserving category and section structure with auto-detection of new edits.

Sync your Zendesk Help Center to power agent responses. Import articles by category or section, with preserved structure and automatic sync that captures new articles and edits.

What you can do

• Import Zendesk Help Center articles by category or section
• Preserve original category and section organization
• Auto-sync new articles and edits
• Control which articles are available through archiving

Setup

1. Select Zendesk as your source

   When adding documents to a knowledge folder, select Zendesk from the available sources.

2. Authenticate with Zendesk

   Enter your Zendesk subdomain (the yourcompany portion of https://yourcompany.zendesk.com), then click Connect.

   You’re redirected to Zendesk to authorize the connection. Sign in as a user with access to your Help Center and approve read-only access for Ravenna.

3. Select scope

   Choose the categories or sections of your Help Center to import.

4. Import content

   All articles within the selected scope are imported.

Learn more about managing knowledge folders

How it works

Authentication

The Zendesk integration connects through OAuth:

• Scoped to read and hc:read (read-only access).
• No API token or user email is required. Ravenna only asks for your Zendesk subdomain.
• Access follows the permissions of the Zendesk user who authorized the connection.

What gets imported

When you connect a Zendesk Help Center:

• Articles within the selected categories or sections are imported.
• Article titles and body content are imported as plain text.
• Category and section organization is maintained in Ravenna.

Only published articles are imported. Drafts are skipped.

Hierarchy preservation

Original Help Center structure is maintained:

• Category and section relationships are preserved.
• Article organization mirrors your Help Center.
• Updates to article placement in Zendesk sync during auto-sync.

Managing imported content

After import:

• Archive specific articles to exclude them from agent responses.
• Archived articles are skipped during future syncs.

Learn more about managing documents

Auto-sync

When auto-sync is enabled, Zendesk Help Center content stays up-to-date:

• New articles published in the selected scope are automatically imported.
• Article edits and updates sync to your knowledge base.
• Articles deleted or unpublished from Zendesk are marked unavailable and excluded from agent responses.
• Section changes are reflected in your knowledge folder.