Keep your Zendesk Guide articles in sync with your workspace content and use them to power Fin.

Important:

You must have access to Zendesk Guide.
You’ll still keep your Help Center website on Zendesk.
Both Published and Private Zendesk articles can be synced.
Private articles (those restricted to signed in users) that are synced from Zendesk, are currently synced as Public articles, where you will need to add Audience targeting in your Fin workspace to prevent them being used by Fin to a general audience.
Once the sync is complete, articles will be accessible in the Content.

Get started

You can start a sync from Train > Content by clicking Import/sync knowledge base from Zendesk.

Now enter your Zendesk subdomain then go ahead and click Sync.

If you want to also sync your private articles for signed in users, you will need to select the toggle to "Sync articles for signed-in users".

Note: Once the first sync is started, it's not possible to force stop it. You can remove the sync once the initial sync is completed.

Once the sync is complete, you’ll receive an email to your registered Fin workspace email address which confirms how many articles were synchronized.

After syncing public articles from Zendesk, the content will appear in a flat list inside a synced folder you can view from the left sidebar in Train > Content. (Existing Zendesk folder structure is currently not supported but will be coming soon).

Public Articles that are synced from Zendesk will be shown as view-only and can’t be edited. All changes must be made through Zendesk and will automatically propagate to the content in your Fin workspace with the next sync. However, you can configure the settings for synced articles such as enabling them for Fin or managing audience rules.

Note:

Re-syncs automatically run every hour and propagate any changes made to articles in Zendesk in the content in your Fin workspace. This includes new articles, article content changes, and removing articles.
Syncs that run automatically following the first sync won’t send an email on completion.

What is my Zendesk subdomain?

This is the domain for your Zendesk account (not your Help Center URL). Your Zendesk subdomain is its unique identifier and there are a few ways to find it which you can see here.

Important differences between your articles in Zendesk and your Fin workspace content

There are slight differences with how synced articles look in the Messenger compared to the articles in you workspace. Differences can include content formats such as, additional headings, text styling, table formatting, etc.
If a customer clicks the article source link in an AI answer, this will open a new tab with the article in your Zendesk Help Center.
Synced articles are read-only and can’t be edited or moved. All changes must be made through Zendesk and will automatically propagate to your Fin workspace with the next sync.
We don’t support articles that are in any language that is not currently supported by Intercom. If you only have one English language supported, this will be transferred to the “default English” instead of the regional English language mapped in Zendesk.
We don’t support the styles on articles that are set at a theme level on Zendesk so there may be differences between how an article looks in Zendesk vs. your Fin workspace.
Internal knowledge base articles - Those segmented for "Agents and Admins", will not be synced.
Private knowledge base articles are currently synced to your Fin workspace as public articles, you will need to apply audience rules to the articles in your Fin workspace to segment them to a particular audience.
We exclusively support videos added through Zendesk's 'Add video' button, typically embedded via iframe, and compatible with all providers available in Zendesk's article editor (e.g., YouTube, Vimeo, Wistia, JWPlayer, Brightcove, Vidyard, Loom, Guidde). Custom HTML, CSS, or JavaScript-based video embeds are not supported.

Remove the sync

If you’d like to remove the sync with Zendesk (and related data), you can do this from Train > Content by clicking Manage > Remove this source under public articles.

You’ll see a green confirmation banner indicating the removal has been successful and synced articles will be deleted from your workspace.

Zendesk Help Center Sync FAQs

Will tables from my Zendesk articles also be synced?

Yes, if you have a table in your Zendesk article, it will be synced and used by Fin. You will be able to see the table synced in the content of your Fin workspace, exactly as it is in your Zendesk help center.