Use Zendesk As a Content Source
This article explains how to index the posts, articles, and tickets stored in your Zendesk instance.
SearchUnify supports ticket-level content permissions from Zendesk pages.
Establish a Connection
- Navigate to Content Sources.
- Click Add New Content Source.
- Find Zendesk from the search bar and click Add.
- Enter a value in Name.
- Insert your Zendesk instance web address in Client URL.
- Select an authentication method.
For assistance, check out Which Authentication Method to Select for Zendesk?.
- Press Connect.
Set Up Crawl Frequency
The first crawl is always manual and is performed after configuring the content source. For now, keep the frequency to its default value Never and click Set and move to the next section.
Select Fields for Indexing
You can index your entire Zendesk data, or only a subset of it. SearchUnify supports three content types out-of-the-box:
SearchUnify doesn't crawl data stored in Zendesk custom fields.
- Click to select a content type.
- Add content fields one at a time. Each field is a property of
tickets. SearchUnify assigns each field a label, type. The values don't require a change, but advanced users can edit them.
- Press Apply.
- Repeat the steps 2-4 for the remaining two content types.
- Navigate to By Topics.
- Use the index to find your topics and check enable for each one of it.
- Press Save.
Return to the Content Sources screen and click in Actions. The number of indexed documents is updated after the crawl is complete. You can view crawl progress in in Actions. Documentation on crawl progress is in View Crawl Logs.
Review the settings in Rules if there is no progress in Crawl Logs.
For Mamba '22 and newer instances, search isn't impacted during a crawl. However, in older instances, some documents remain inaccessible while a crawl is going on.
Once the first crawl is complete, click in Actions open the content source for editing, and set a crawl frequency.
- In Choose a Date, click to fire up a calendar and select a date. Only the data after the selected date is indexed.
- Use the Frequency dropdown to select how often SearchUnify should index the data. For illustration, the frequency has been set to Weekly and Tuesday has been chosen as the crawling day. Whenever the Frequency is other than Never, a third dropdown appears where you can specify the interval. Also, whenever Frequency is set to Hourly, then manual crawls are disabled.
- Click Set to save crawl frequency settings. On clicking Set, you are taken to the Rules tab.
Last updated: Wednesday, March 29, 2023
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