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Configure the source at AI Training → Data Sources. This is separate from the Ticketing integration, though you can reuse the same API token.

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Set up the sync

1

Open Data Sources

Go to AI Training → Data Sources in the OpenCX dashboard.
2

Add a Zendesk source

Click Add source → Zendesk. Paste the credentials below (each field label and placeholder mirrors the dashboard form).
You can reuse the API token from the Ticketing integration. The token just needs to be able to read Help Center articles.
3

Start the sync

Click Connect. The first run pulls every article across every locale — minutes to a few hours depending on catalog size.
4

Verify in AI Instructions

Open AI Training → AI Instructions. Articles appear grouped under Zendesk. Filter by visibility to confirm the eye icon matches expectations — see the visibility rules below.

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What gets synced

Published, , and articles are all fetched. Each locale is stored as its own entry so the AI answers in the right language.
Every synced article is tagged public or internal based on Zendesk’s own signals. This mirrors Zendesk’s access model — you don’t configure it twice.The eye icon in AI Instructions shows the final visibility. Override per-article if you need to.
After the initial pull, only articles whose updated_at changed since the last run are fetched. Outdated articles marked outdated: true in Zendesk are filtered out before ingestion.

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Re-sync, disconnect, and re-connect

  • Sync now on the source row pulls only articles changed since the last run. Use after a bulk edit in Zendesk.
  • Remove on the source row deletes the connection and the synced items. The articles in Zendesk aren’t touched.
  • Re-adding the source re-pulls everything from scratch.

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Limits

Zendesk overview

Scope and dual-presence context.

Troubleshooting

Auth failures, visibility surprises, archived content.

Zendesk integration

Ticketing, Sunshine, channels.