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The Zendesk connector enables Artemis to index Zendesk support and knowledge content and make it searchable. The connector authenticates using OAuth 2.0 Authorization Code and indexes content accessible to the authorized Zendesk user. It supports indexing tickets, ticket comments, Help Center articles, configurable content filters, scheduled synchronization, and permission-aware access control.

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Prerequisites

  • Administrator access to your Zendesk account.
  • A Zendesk OAuth application for Artemis authentication.

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Step 1. Create an OAuth client in Zendesk

  1. Sign in to the Zendesk Admin Center.
  2. Navigate to Apps and Integrations > APIs > Zendesk API > OAuth Clients.
  3. Create a new OAuth client.
  4. Enter the application details.
  5. Copy the Callback URL from the Artemis Create Auth Profile dialog and add it as an authorized redirect URL in Zendesk.
  6. After creating the OAuth client, copy the following values:
    • Client ID
    • Client Secret
These values are required when creating the authentication profile in Artemis.

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Step 2. Create the OAuth profile in Artemis

  1. Open the Zendesk connector.
  2. Click New Auth Profile.
  3. Select OAuth 2.0 App (User Delegated).
  4. Enter:
    • Profile Name
    • Description (optional)
    • Zendesk Subdomain
    • Client ID
    • Client Secret
  5. Verify or configure the OAuth endpoints if required.
  6. Create the profile.
  7. Select the newly created authentication profile in the connector configuration.

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Step 3. Configure the content scope

Select the Zendesk content to include in the indexing scope.

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Step 4. Configure filters

Optionally restrict the content that is indexed. Configure the following filters:

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Step 5. Configure permissions

Enable Permission-aware ACL to synchronize Zendesk permissions. When enabled, Artemis imports the native visibility settings associated with indexed content, including:
  • Ticket access permissions, ensuring tickets are only returned to users who are permitted to view them in Zendesk.
  • Help Center user segments, which define the users, organizations, groups, or tags that can access Help Center articles.
  • Article visibility settings, including public, signed-in user, and user segment-based access.
Results are filtered so users only see content they are authorized to access in Zendesk.

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Step 6. Preview and start indexing

  1. Click Generate Proposal Preview.
  2. Review the selected content types, filters, indexing scope, and permission configuration.
  3. Click Approve & Start to begin indexing.

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Step 7. Configure synchronization settings

After the connector is configured and the initial indexing completes, you can manage ongoing synchronization from the connector’s Settings page.

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Schedule delta sync

Enable Scheduled delta sync to periodically synchronize only the content that has changed since the previous crawl. Configure the following:

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Schedule permission sync

If Permission-aware ACL is enabled, you can independently schedule permission synchronization. Permission synchronization ensures that changes to user access, group memberships, ticket visibility, or Help Center audience restrictions are reflected in search results, even when the underlying content has not changed.
Content synchronization and permission synchronization are configured independently. Delta sync updates indexed content, while permission sync refreshes only access-control information.