Zendesk Knowledge Ingestion

Most Zendesk implementations contain two data sources - Tickets and Knowledge Base Articles (Solutions for customer-reported issues).

The Aisera Admin UI contains a pre-mapped connector for a Zendesk product data store. In the first part of the connection task, you will specify the Integration authorization while working with your Zendesk Administrator. Depending on the authorization type that the administrator wants you to use, they may need to create an OAuth2 application for your Aisera Tenant instance to connect with. See also: Content Access Control via 3rd Party APIs. The second part of the connection task involves mapping the data source for your Aisera Tenant instance. In this step, you will create a Data Source using the Aisera Admin UI. The Zendesk connector is pre-mapped, so you should only need to map custom fields, if you have any.

To create a Zendesk Integration for your Aisera Tenant:

1. Navigate to Settings > Integration in the Aisera Admin UI.

2. Choose the + New Integration button in the upper-right corner of the window.

3. Type Zendesk into the Search field.

4. Select the Zendesk icon and click Next.

5. For this step, you need to collaborate with the Zendesk administer and determine which authorization type they want to give you to access their Zendesk data source. The supported types appear as drop-down choices on the Step 2 of 3: Configuration window.

Two of the most common authorizations are Basic and OAuth2.

If the Zendesk administrator gives you Basic authorization, you will need a username and possibly a password.

If the Zendesk administrator gives you OAuth or OAuth2 authorization, you will need to add the Client ID, Client Secret, and a Zendesk API Token for the Zendesk application that you're using as a data source.

Add the credentials from your Zendesk administrator and click OK.

To add a Zendesk Data Source to your Aisera Tenant:

Pre-requisiite: Set up a Zendesk Integration for your Aisera tenant, and then you can add a data source.

1. Navigate to Settings > Data Source.

2. Click + New Data Source and search for Zendesk.

3. Select the Zendesk Icon and click Next.

4. Enter the General Details and click Next.

Note: The parameters below are optional.

1. Enter the configuration details and click Next.

1. Select the Template (Optional).

2. Enter the Ingestion configuration.

1. Navigate to Settings > Data Sources and choose the Data Source that you just created.

2. At the top of the Data Source window, click the triangle button to perform the data ingestion.

1. Look at the bottom of the Data Source window to see the fields that are mapped from your data source to the Aisera platform. In this example, both Ticket fields and Knowledge fields have been ingested into the Aisera platform and you can see the mapped fields for each by looking at the data on each tab.

1. Adjust the field mapping, as needed, using the buttons at the bottom of the window.

Review Crawled Knowledge Documents

After the Data Source run completes, the administrator may review all the knowledge documents and ingested sections.

To view all the ingested documents:

1. Navigate to AI Workbench on the left-hand main navigation panel.

2. Click the Review > Knowledge Review tab at the top of the page.

3. You will see Commit Reviewed and the number of documents that are ingested.

4. Since this is the first crawl, all the documents are in Reviewed status by default.

5. Click on Commit Reviewed and click Commit.

6. Now, click on the Knowledge tab in the left panel and you will see all the ingested documents. (It might take a couple of minutes to show/load the docs in the knowledge tab)