Zendesk Knowledge Ingestion

Create an Aisera Service User

Use the Aisera Admin UI to create an Aisera Service Account User that can log into your Zendesk system. This user only needs Read permissions (with Export ability) to transfer data to the Aisera platform DB. If you plan to use Ticket Concierge, Knowledge Generation, or other features that write back to your Zendesk system, this user will need Read/Write permission (with Import/Export ability). This user does not need Execute or Delete permissions because all Aisera operations will be performed, tracked, and logged in the Aisera cloud.

Create a Zendesk Data Source

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

1. Click 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.

Name	Description
Name	Name of the Data Source
Integration	Select the Integration created in the step above
Functions	Select one or more of the “Functions” for which this Data Source will be used.
Schedule	Select the schedule of the DS you want it to run.
Description	Optional Description can be added

Note: The parameters below are optional.

1. Enter the configuration details and click Next.

Name	Description
Max Count	The maximum number of concurrent processes
Ingest Macros	Select if you want to associate macros to tickets - Example: Zendesk A macro is a prepared response or action that an agent can manually apply when they are creating or updating tickets. Macros contain actions that can update ticket properties.
Ingest Comments	Ingest Comments
Event Type	Enter the type of the Event
Custom Query	Optional field only if needed
Transformation Script	Optional Description can be added

1. Select the Template (Optional).

2. Enter the Ingestion configuration.

Name	Description
Ignore Unsupported Documents	Ignore all documents of non-supported formats if true, otherwise, they will be parsed as plain text
Filter Out Non-ASCII Characters	Indicates whether non-ASCII characters will be removed during parsing (applicable only in Western character sets)
Add Contents Section	Use font properties to delineate section start
Merge Sections With Similar Subjects	If selected, a section listing the top-level sections is created for applicable documents
Use Predefined Section Titles	A comma-separated list of words, sentences, or regular expressions will be used as section titles for every matching line of text; a value of {} activates default section titles
Show Sections As Images	If selected, each page of the parsed document becomes a section, ignoring any section limits within the page
Copy Images During Parsing	If selected, images will be copied from the source to an Aisera server, for faster presentation
Renamed HTML Tags	Specifies HTML tags to be replaced before parsing. For example, to replace <span> with <p>, use tag=span,replacetag=p
HTML Parameters	Custom parameters applicable to HTML document parsing
PDF Parameters	Custom parameters applicable to PDF document parsing

1. Go to the created Data Source and start it as shown below:

Review Crawled Knowledge Documents

After the DataSource run completes post step 2, 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)