Start at the Zendesk source row in Data Sources. If the latest sync failed, the error message appears there. For incremental issues (missing articles, wrong visibility), check AI Instructions —…
Start at the Zendesk source row in Data Sources. If the latest sync failed, the error message appears there. For incremental issues (missing articles, wrong visibility), check AI Instructions — filter by the Zendesk source.
Sync keeps failing; “could not authenticate” or 401
The Subdomain field has the public Help Center URL (e.g. help.yourcompany.com) instead of the Zendesk instance name
Open the source, set Subdomain to just the instance name — your-company from your-company.zendesk.com. If you publish the Help Center on a custom domain, that custom domain is irrelevant — use the *.zendesk.com subdomain.
Article is public in Zendesk but shows as Internal in OpenCX
The article is assigned to a Zendesk
Either remove the segment restriction in Zendesk (article visibility refreshes on next sync), or override the visibility per-article in AI Instructions using the eye icon.
Archived article still appears in AI answers
Archived articles still sync today — they’re indexed as INTERNAL but the AI can still cite them in agent-facing surfaces
Delete the article in Zendesk (the next sync removes it from OpenCX), or bulk-delete from the Zendesk folder in AI Instructions. Tracked as a known gap — see the limits table on the Connect page.
One Zendesk account hosts multiple Help Centers — only one synced
Not supported today. The Airbyte Zendesk source ingests articles across all Help Centers in the account without a per-HC filter.
Use the Website crawler against the Help Center you don’t want Zendesk-synced, with the Zendesk source covering the primary one. Escalate to support if you need proper multi-HC scoping.
Re-syncing doesn’t pick up bulk edits
Incremental sync cursors on updated_at — but bulk edits in Zendesk sometimes don’t bump that field
Use Sync now on the source. If items are still stale, remove and re-add the source to force a full pull.
None of the above
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Contact support with the source connection ID, a sample article URL, and what you expected vs. what you see.
