Zendesk holds two kinds of knowledge, and BeforeQuery can index both:
  • Help Center articles — your published knowledge-base content.
  • Resolved ticket conversations — the answers your agents already gave, indexed so the assistant can reuse them for the next customer.

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Prerequisites

  • Your Zendesk subdomain (acme in acme.zendesk.com).
  • A Zendesk agent/admin account and an API token (Admin Center → Apps and integrations → APIs → Zendesk API).
  • A BeforeQuery workspace owner role.

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Index Help Center articles

1

Add the source

In the dashboard, open Project → Sources → Add source and choose Zendesk. Enter your subdomain, the account email, and the API token. Optionally set a locale (defaults to en-us).
2

Sync and verify

Click Add — articles are fetched, converted to markdown, and embedded. Ask a question covered by an article in the Playground and confirm the citation links to your Help Center.

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Index resolved ticket conversations

Resolved tickets are indexed through a workspace-level helpdesk integration:
1

Connect Zendesk as a helpdesk integration

Under Workspace → Helpdesk Integrations, add Zendesk with the same subdomain, email, and API token, and link it to your project. (This same connection also powers copilot drafts and ticket deflection.)
2

Add a Resolved Tickets source

Back in Project → Sources → Add source, choose Resolved Tickets and select your Zendesk integration. Resolved ticket threads are normalized and indexed like any other document.
Ticket conversations often contain customer PII. Enable PII masking so emails, phone numbers, and other identifiers are masked before storage and before any LLM call.

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Keeping content in sync

Use the Sync button or a daily schedule so newly published articles and newly resolved tickets flow into the knowledge base. Only changed content is re-embedded.

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Troubleshooting

  • Articles missing? Check that they’re published (not drafts) and match the configured locale.
  • Auth failures? API token access must be enabled in the Zendesk Admin Center, and the email must be the token owner’s.
  • Ticket knowledge showing to the public? Consider marking ticket-derived documents restricted or grouping them in an internal-only source group.