Use your knowledge base as an external knowledge source for Zendesk's advanced AI agents

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Generative replies answer from your published articles

Overview

This is specifically about Zendesk’s advanced AI agents and the generative replies they produce. It is not about Zendesk Guide, which is Zendesk’s own help center product, and it is not a two-way sync of your articles. Your documentation stays in HelpDocs and Zendesk’s agent reads it as an external knowledge source.

The setup is two steps and it is easy to stop after the first. The crawler is connected at account level, and only then selected inside the individual AI agent. Teams who add the crawler and go no further see nothing change, because no agent is using it yet.

Once connected, Zendesk re-syncs the source roughly every 24 hours, so newly published articles become answerable without anyone doing anything.

What you can do

  • Generative replies answer from your published articles
  • Connected as an external knowledge source, alongside anything already in Zendesk
  • Zendesk re-syncs roughly every 24 hours
  • No migration: your articles stay in HelpDocs

Setting it up

  1. In Zendesk, set up a web crawler for your knowledge base at account level first
  2. Paste your knowledge base URL: https://your-slug.helpdocs.io
  3. Wait for the first crawl to finish
  4. Open your advanced AI agent and select that crawler under its knowledge sources
  5. Confirm the agent lists your source before you test it

Requirements

  • Your knowledge base must be public, so the crawler can read it

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