Prepare Your Zendesk Connection

To set up a Zendesk connection with Data Cloud, you need to provide some details. Gather this information before you get started.

Prepare the authentication details for the Zendesk environment you want to ingest.

  1. Domain URL: Identify your Zendesk domain URL. It should have the following format: https://{subdomain}.zendesk.com.
  2. Authentication Method: Decide on a Zendesk authentication method, and prepare the required authentication details. You can authenticate with a username and password or with an API token.
    • To authenticate with a username and password, you must have a Zendesk email and password. The user associated with your username must have access to the content you want to ingest, as the Zendesk connector gets the same access permissions as this user.
    • To authenticate with an API token, generate a Zendesk API access token.

      If you use password authentication and the user has a two-factor authentication, the connection may fail. To authenticate in such a case, select the API token option.

If you want to ingest Zendesk Knowledge articles (unstructured data) into Data Cloud, decide which ones to ingest.

  1. Included Content Details: You can ingest articles by their Zendesk Knowledge category and section. To do this, identify the specific categories or sections you want to ingest, and look at their URL. The identifying number is the string that follows /categories or /sections. For example, in the category URL yourdomain.zendesk.con/knowledge/arrange/categories/33947411893029?brand_id=33559025487903, the category number is 33947411893029. For each section you include, make sure you know its parent category.
  2. Content Filtering Details: If you want to include specific articles from a Zendesk Knowledge category or section, set the appropriate filters. You can filter by Zendesk tags or labels, and by date of creation or last update. Each filter you set narrows the filtering criteria. For example, if you include a label and filter by creation date, Data Cloud ingests only articles that match the specified category, have the specified label, and were created on or after the specified date.
  • Included Tags: Articles with these tags are ingested.
  • Excluded Tags: Articles with these tags aren’t ingested.
  • Included Labels: Articles with these labels are ingested.
  • Excluded Labels: Articles with these labels aren’t ingested.

    If an article has both an excluded and an included tag or label, it’s not ingested.
  • Created On or After Date: Articles created on or after this date are ingested.
  • Last Updated On or After: Articles that were last updated on or after this date are ingested.